Frequently Asked Questions

FibreNest is a UK-wide provider of ultrafast broadband and voice services. We are part of the Persimmon Group, who deliver 100%, totally unlimited fibre-optic internet access directly into your new home, supported by great customer service.

We endeavour to have your service ready on the day you move into your new home. We will keep you updated with your expected go-live date as occasionally factors beyond FibreNest's control can affect this. Where this is the case, we will inform you in advance if there are to be delays and keep you updated with your expected go-live date, We will discuss with you any options available in each individual circumstance.

Unlike broadband services that are delivered over copper wires (traditional broadband and fibre to the cabinet), the speed you receive is not affected by the length of the line serving your property. So, providing you're using your service fairly (see our Acceptable Use Policy), we'll never slow your connection down - even at peak times. This means that you should consistently receive and enjoy speeds at, or very near to, the package you subscribe to.

Yes. FibreNest is totally unlimited in that there is no limit to the amount of data you can upload or download in any month - although this is subject to our Acceptable Usage Policy.
By agreeing to our contract and therefore our Acceptable Use Policy you agree to use your connection fairly. This essentially means you must not use the service for illegal, criminal or unethical purposes or beyond what is reasonably expected of someone using the service for domestic purposes. To protect the interests and experience of all our customers, we reserve the right to monitor high-usage connections, investigate and take action if you're downloading or uploading unusually high levels of data. Where this is identified as being the case, we may, for example, slow down certain types of activity such as peer-to-peer networking, file sharing and the downloading of very large files.

Content streaming, downloading and basic browsing will never be affected.

No. FibreNest's network is independent to BT's and you do not need a BT telephone line to receive our service.

Yes, you can bring your existing telephone number with you. You will need to let us know, so we can arrange this with your current provider. Depending on when you request to transfer may have an impact on your number being ready for use when you move in. Bringing a number over to a new land line can often take a number of days.

Your new home comes with FibreNest's infrastructure installed as standard. Your existing service provider won't currently be able to provide service to you in your new home and your contract with them will need to be ended before, or shortly after you move.

You'll need to check with your existing provider if you can continue to use your email address once you cease your service with them. You might also wish to consider moving to a free, web-based email provider such as Hotmail, Yahoo, Outlook or Gmail, as these do not require the use of a specific internet service provider.

This depends on the contract you have with your current supplier. You'll probably find this information in your agreement with them but it's probably best if you contact them to discuss.

FibreNest does not offer its own television services although our broadband is compatible with any Internet content providers i.e. Sky, Netflix, YouTube, BBC iPlayer etc.

FibreNest's residential broadband and voice services are all available on a 12 month minimum term, with a 30-day rolling contract thereafter. For those who require more flexibility we offer a 30 day flex contract for an additional monthly premium.

If you, or anyone living with you, has concerns and is vulnerable, a physical disability, mental health or age-related issue that makes it difficult for them to use our services, or makes them particularly dependent on the services, especially your phone, please tell us. We want to ensure you or they have the help and support to make you feel safe. It might be as simple as having difficulty reading your bill, hearing issues or you or a member of your household depends on the telephone service for medical reasons. Whatever your reason we want to make the service the best it can be for you. Please talk to us regarding any concerns you have and then we can discuss how best we can tailor our services to your circumstances. Call us now on 0333 234 2220.

Services available include:

• Providing information in different formats
• Priority fault reporting for your voice or broadband service
• Battery back-up
• Text Relay
• 999 BSL

It is also important you talk to us if you have a medical pendant or other devices which rely on your phone line as these will not work in a power cut. Additionally, older devices may not work on fibre lines. You should always confirm with the service provider or manufacture of any equipment which relies on the phone line that your devices will work over fibre services.

You can find out about our Social Tariff and apply for it by clicking here

It's simple - just connect your devices to your FibreNest router, either wirelessly or with a network cable and, providing you've subscribed to one of our packages, you're ready to go. If you haven't subscribed you will automatically be redirected to our registration page where you can sign up quickly and easily.

No. Your service will be fully-installed by our engineers prior to you moving in and will be ready for you to activate online. If not, you will have been notified prior to moving in if your service will be delayed. If you have any problems, then please get in touch.

Your service has been suspended due to non-payment. Please update your payment method and pay your outstanding bill so that we can get you back online quickly.

If you require help with payments, please look at our Billing & Bad Debt page or contact us on 0333 234 2220.

There are many things that can affect the performance of your connection. Your connection may be shared with others in your household and the speed any one user experiences is dependent on the number of devices online and the type of activity they are performing. You may have a number of programs running on your computer or it may have a virus or malware present which may slow its performance.

If you are on one of our faster packages i.e. 500mb it is possible that your device is actually unable to communicate at these speeds. This is particularly the case with wireless connections as these are generally slower than wired. We recommend disconnecting all but one device from your network and testing the speed using that one device, ensuring it is connected to the router with a cable and that it is actually able to communicate at the respective speed.

Also, not all publicly available online speed testing tools are designed or able to cope with the speeds that our full-fibre connections offer - so it is very possible that the results could be misleading.

If you still believe that you are not receiving the speed you are paying for then please do get in touch. Our engineers can visit your home and test your connection with specialised test equipment but please be aware that if we attend and identify the service to be working properly, you will incur a call-out fee.

Your router has been installed and is fixed in a location where the majority of customers have devices that may require a hard-wired connection to the router. For example, smart televisions, games consoles and satellite/media receivers etc. Unfortunately, your router cannot be moved. We are very sorry if this causes an inconvenience.

Your telephone plugs directly into the 'Tel 1' port located at the rear of your router. You will notice that the plug on your telephone lead is different to the router's port and you should have received a free adaptor to convert it. If not, please get in touch and we'll send one out to you immediately.

Your fibre-based voice service, same as those provided by other UK Communications Providers including BT, is designed to work with both corded and DECT cordless phones and will generally provide a better quality of service than the old copper lines. If you have other equipment, such as pendant alarm for the elderly or other devices, you'll need to check with the manufacturer or your service provider of the device, to see whether it will work with fibre based services before plugging it in.

As with other high speed fibre services from all other UK Communication Providers, including BT, once the power to your router (home hub) stops, your telephone will stop working even if its plugged directly into the FibreNest router. If you have a dependency on your phone, for example, a health condition, that means you rely on your telephone for medical reasons or are vulnerable in some other way (see above), please call us on 0333 234 2220 to let us know and see how we can best address your needs.

999 BSL is a service that connects you to British Sign Language (BSL) interpreters remotely through an app or a web-based platform. The interpreter will relay the conversation with the call handler and emergency authorities. This service has been set up so that no deaf person will be excluded when they need to make an emergency call.

Please click on this link for a video about the service https://999bsl.co.uk/wp-content/uploads/2022/04/What-is-999-BSL_-.mp4

The 999 BSL service is for emergency situations ONLY, for an example if someone is seriously injured; lives at risk; being in danger or harm; a serious offence is in progress or just has been committed.

For less urgent situations, please use Police 101 (wherever possible) and NHS111 through SignVideo - not 999 BSL, unless there is an emergency.

Calls to 999 BSL are free, the same as all 999 or 112 calls.

For further information please go to https://999bsl.co.uk/

Of course, providing you are not within the minimum term of your contract. Once your minimum term comes to an end you can downgrade, no problem. The changes to your bill will take effect from the start of the next calendar month. Please call use if you have further concerns.

Your router has built-in keyword blocking which can be configured to restrict access to web addresses that contain one or more words or phrases you find inappropriate. For example, if you entered 'gambling', any web address that your child tries to access which contains that word will be blocked, for example, www.gamblinggamesonline.com. For more advanced solutions, there are many software products and services available online or in most good computer/electronics shops.

Yes, if the FibreNest Accountholder is in receipt of benefits from the government we can provide our 36Mb broadband package at a 50% discount. Click here to find out more or apply.

If you subscribe to our WiFi guarantee add-on we promise that you'll be able to achieve a minimum WiFi download speed of at least 25Mbps in every internal room in your property, if you can't do this, and we can't fix your problem within 30 days you can claim a one off service credit of £100. Terms & Conditions apply.

It's available to all customers who have a 12 month Full Fibre plan with a download speed of at least 75Mbps, you'll also need to live in a property with 2 or more bedrooms.

Our WiFi guarantee add-on costs £11.95 per month, there's also a delivery charge of £9.99 for sending you the extra WiFi pods. The add-on is a rolling monthly contract, which means you can remove it at any time by giving us 30 days notice.

To boost the WiFi signal around your property we will include up to 3 WiFi pods with your add-on. The number of WiFi pods you initially get will be based on the size of your property. The bigger your home the more we'll send you. You'll also need a smartphone to download FibreNest HomePass™, our WiFi management app.

At this time there's no option where you can buy FibreNest pods outright. Our WiFi guarantee involves us loaning you extra WiFi pods. These need to be returned to us if you decide to remove the WiFi guarantee add-on or leave FibreNest.

To make sure you are getting the best value for money, we would recommend customers living in 1 bedroom properties take a single pod add-on to boost their WiFi coverage, this will work out more cost effective.

If you're a new FibreNest customer, and you qualify for our WiFi guarantee add-on, you'll be able to add it to your Full Fibre order when you sign-up online. As soon as you activate your service we will contact you to arrange delivery of your extra WiFi pods.

You can order the WiFi guarantee from your FibreNest dashboard page, alternatively you can contact our Customer Support team on support@fibrenest.com or by phone on 0333 234 2220.

If you joined FibreNest before October 2023 we'll need to upgrade you to our very latest router, you'll also need to download the FibreNest HomePass™ app which is used to manage your WiFi. In this scenario a one off upgrade fee of £90 will apply. For customers on plans of at least 75Mbps, this is reduced to £25 if you take out a new 12 month contract at the same time as ordering the add-on.

You can only order our WiFi guarantee add-on if you're using a FibreNest router. It's not possible to use your own router and purchase the add-on.

It's very straight forward, the FibreNest HomePass™ app will automatically connect and set-up your WiFi network, we'll also give you a simple set-up guide to follow. If you have any problems we're only a phone call away.

The FibreNest HomePass™ app is used to set-up your WiFi network. It can be downloaded from the either the Apple App Store or the Google Play store. The app also allows you to access various useful free features, such as parental control, ad blocking, and guest WiFi access.

If you are unable to achieve a download speed of at least 25Mbps in any of your internal rooms, please contact us via support@fibrenest.com or by phone on 0333 234 2220. We can help you to check the positioning of your WiFi pods. We can also check the download speed of individual devices to see if they are the issue.

If we can't fix your speed problem remotely, we'll look into other options including issuing you with an additional WiFi pod or arranging for an Engineer to visit your home. If we're unable to fix your speed issue within 30 days of you reporting it, we'll credit your bill with £100. Terms and Conditions apply.

Yes, if you've already got 2 or more single monthly WiFi pod add-ons, and your broadband speed is 75Mb or higher it would be more cost effective to swap to our WiFi guarantee add-on. As well as saving money, you'll also get the benefit of a minimum WiFi download speed in every internal room. Please contact us if you'd like to change.

Your payment will be taken on or after 15 days after your activation and monthly after that.

Your first bill may include an activation fee where applicable. Services are charged monthly in advance. Your future bills will then reduce to your contracted service charge(s) plus any call charges for previous months (if you have taken our voice service).

You can choose from several payment dates that suit you, making your payment convenient and predictable after your first invoice, to help you manage your payments.

Your service charges for broadband and voice packages are fixed, so it's likely to be charges for any calls you have made or additional services recently taken.

Only telephones physically connected to your router can initiate calls, so it was most likely another household member or visitor that made the call. If you still feel this is not possible then please get in touch.

If you think you are going to have difficulties paying your bill, please let us know as soon as you can as we have a range of services that may be able to help you. There is also useful information available on our Billing & Bad Debt/Trouble Paying page.

If you’re an existing customer and can no longer afford your current package, please contact us so we can review the options open to you. If you’re in receipt of benefits, we may be able to move you to our 36Mb Social Tariff which offers a 50% discount. To find out more information please click here.

If you are planning to move home please contact us to see if FibreNest is available at your new location. If so, we can transfer your service free of charge. If not, you will need to contact a different provider in order to receive service. If you are outside of your 12 month minimum term with us, we require 30 days' notice in writing from the account holder and details of your forwarding address.

If you want to cease your service(s) before the end of the relevant minimum contract period, you must pay an Early Termination Charge (ETCs). The Early Termination Charge is the amount you would have paid had you kept the services for the remainder of the minimum contract period.

No, if you’re on our Social Tariff and want to leave, you just need to give us 30 days' notice. There’s no early termination fee, you can leave at any time without incurring a charge.