FAQs
Our team is always available for a chat, but if you’re looking for a quick answer to a question, there’s a good chance you’ll find it here.
If you have any problems, our Customer Success team will be happy to help. You can contact us by:
- emailing [email protected]
- calling our helpline on 01392 345 600
- speaking to a member of the team via Live Chat.
Like all businesses, we are regulated by The Office of Communications (OFCOM) in all matters related to data protection.
If you have any questions about your bill or broadband service wish to make a change to your account, please get in touch by:
- emailing us at [email protected]
- calling our helpline on 01392 345 600
- speaking to a member of the team via Live Chat.
Many other providers in the area currently use Fibre to the Cabinet (FTTC) connections, whereas we use Fibre to the Premises (FTTP) connections. This means that we do not use green cabinets or copper cabling, but instead offer fibre connections, which allow for more reliable, steady speeds.
Visit our Performance & Technology page for more information on our FTTP connections.
If you are moving house please contact us and we will be able to see if our network has reached your area. We are growing all the time, so if we don’t cover the area now, it’s likely we will in the future. If we aren’t able to connect your new home, we will be able to discuss the options with you. You can contact us by:
- emailing us at [email protected]
- calling our helpline on 01392 345 600
- speaking to a member of the team via Live Chat
A number of speed tests are available online. As speeds can vary depending on how many devices you have connected and whether they are performing background activities, it is worth carrying out several tests and then taking the average of all of the results.
In the first instance, please contact our Customer Success team who will be able to help you with the majority of queries and complaints. If you don’t feel they have been able to help, we have a complaints policy which is available to view here.
Whilst this will vary for every home, the work will take place in two stages, on different days. The first stage is to do the work outside to get the fibre cable to your home. This will include fitting a small box to the outside wall of your home, usually at about knee height. You don’t usually need to be at home when we carry out this work, but we will still let you know when we are coming. Once this has been completed, the second stage is to drill a small hole in the wall to get the cable into your home, install your router, get you connected and make sure everything is working as expected.
If you have a shared drive you may need to get permission from your neighbour, depending upon what work needs to be carried out. We will be able to advise you what needs to be done and what actions to take when we carry out the first visit to do the work outside your home.
If you are unable to make an appointment, please contact our team and one of our agents will be happy to reschedule the appointment for you. You can contact us by:
- emailing [email protected]
- calling our helpline on 01392 345 600
Please note that if an appointment is rescheduled more than once with less than 24 hours notice, a charge of £25 will apply.
Once you have ordered your package and we have agreed an installation date, we will arrange to carry out the outside work, to get the fibre cable to your home. Once this has been successfully completed we will remind you of the appointment date to carry out the installation in your home. Depending upon whether any work needs to be carried out following our first visit to carry out the outside work, we aim to get you connected within 15 days.
Please visit our Installation page for more information.
Our installation window is from Monday to Friday, any time between 8am and 3pm. We can select a date which is suitable for you and will send you several reminders of the date in the lead up to the appointment. On the day of the installation visit our engineers will contact you to let you know approximately what time they will arrive. Please also remember that someone aged over 18 will need to be in the home throughout the appointment.
Installation can take up to 90 minutes. This will give the engineers time to install the network, explain the service, answer any questions you may have and conduct some checks to make sure you have good WiFi coverage.
All Jurassic Fibre engineers, as well as any contractors we may use to carry out work outside your home, will carry Jurassic Fibre ID badges. If you are ever unsure please don’t hesitate to contact us on 01392 345600.
Although we will always try to contact you if one of our engineers is running late, if you haven’t heard from us and the engineer has failed to turn up please contact us on 01392 345 600.
For residential contracts, the installation cost is free for straightforward installations. However, in some instances there may be non-standard installations required. Non-standard installations are sometimes outside the scope of our free installation service, and there may be a fee involved if the length of the access route of surfaces requires special techniques to dig and reinstate. If your premise is classed as requiring a non-standard installation, our installation engineer will prepare a written estimate of the installation cost.
You do not have to pay for a weekday appointment. However, there is a charge if you require a Saturday appointment. Please contact our sales team for more information.
If you arrange an appointment with us and there is no-one at home when we arrive, then a charge may apply. If you aren’t able to be home when you have an appointment booked, please contact us as soon as you can, so that we can rearrange it for you. Please be aware that charges may apply if an appointment is changed more than once with less than 24 hours notice.
During installation one of our trained engineers will set up and install our Jurassic Fibre router and make sure you are connected to our broadband network before they leave. During this process, they will be ready and able to talk you through the set-up and answer any questions you may have.
Please visit our Installation page for more information.
Kidsafe comes as an optional extra in all our packages. Our Kidsafe browsing is an extra feature that allows administrators to enable safer browsing options and restrictions for younger internet users.
| Blocking Category | Description |
| Pornography | This category will block sites that contain explicit sexual content. This includes adult products such as sex toys and videos, adult and escort services, strip clubs, erotic stories and descriptions of sexual acts. |
| Drugs | This category will block sites that give information on illegal drugs or misuse of prescription drugs. |
| Alcohol & Tobacco | This category will block sites that promote or sell alcohol or tobacco related products or services. |
| Hate and Self-Harm | This category will block sites that promote or encourage self-harm or self-injury. The category also includes sites that encourage the oppression of people or groups based on their race, religion, gender, age, disability, sexual orientation or nationality. |
| Nudity | This category will block sites that contain full or partial nudity. The content blocked will not necessarily be of a sexual nature. This will include sites where the main purpose is to advertise or sell lingerie, intimate apparel, or swimwear. |
| Weapons and Violence | This category will block sites that encourage suicide or depict, sell, review or describe guns and weapons. This could be for sport or sites that contain images or text depicting or advocating physical assault against humans, animals, or institutions. Sites where the content is of a gruesome nature will be blocked. |
| Gambling | This category will block sites that offer or are related to online gambling, lottery, casinos and betting agencies involving chance. |
| Dating | This category will block sites that promote networking for interpersonal relationships such as dating and marriage. This includes sites used for match-making, online dating, spousal introduction and escort services. |
| Social Networking | This category will block social networking sites used for friendship, dating, professional reasons and other various topics. It will also block sites used for online chat, like chat rooms and instant messenger sites. |
| File Sharing | This category will block sites used to illegally distribute software or copyrighted materials such as movies, music, software cracks, illicit serial numbers, illegal license key generators and sites used as a direct exchange of files between users. |
| Games | This category will block sites relating to computer games, online games or other games. This also includes sites that provide information about game producers, or how to obtain cheat codes. This will include blocking access to online multiplayer gaming servers and online app stores. |
| Media Streaming | This category will block sites that deliver streaming content, such as Internet radio, Internet TV or music. It will also block sites that provide live or archived media downloads. Fan sites or an official site run by musicians, bands, or record labels will also be blocked. |
| Obscene and Tasteless | This category will block sites that may be offensive or tasteless such as bathroom humour, or gruesome or even frightening content such as shocking depictions of blood or wounds, or cruel treatment of animals. It also blocks sites which offer advice on how to commit illegal or criminal activities, or to avoid detection. These can include how to commit murder, build bombs, pick locks, etc. Sites with information about illegal manipulation of electronic devices, hacking, fraud and illegal distribution of software will be blocked. |
| Fashion and Beauty | This category will block sites that relate to the advertising and discussion of fashion, jewellery, glamour, beauty, modelling, cosmetics or related products or services. This will also include sites where the main content contains fashion and beauty product reviews, comparisons, and general consumer information. |
| Search Engines and Portals | ‘Search Engines and Portals’ will block sites where the main purpose is to enable the searching of the web, newsgroups, images, directories and other online content. Includes portal and directory sites such as white/yellow pages. |
| Sex Education | This category is intended to prevent very young children from being exposed to sites that have a significant focus on subjects that might come up in a sex education programme. Parents should carefully consider the possible adverse effects from denying children of an appropriate age access to information on these issues. |
Yes. We understand life doesn’t stand still, so we have created a range of ultrafast full fibre broadband packages to chop and change between, at no additional cost. Visit our home plans and business broadband pages to find out more about our packages.
In the context of a modern full fibre network such as ours, where we install and maintain our own core equipment the concept of a contention ratio is far less relevant than it would be in a multi-tenant exchange or traditional copper network. Each customer has a direct fibre connection to our owned and managed POP sites. Traffic is then passed to our dedicated data centre before routing to the internet. We maintain a high degree of spare capacity at every stage of this network and as such the legacy model that saw multiple ISPs jostling for limited space and network capacity at telephone exchanges (giving rise to high contention ratios) does not apply to our customers.
If connection uptime and guaranteed bandwidth are essential, we offer a range of Direct Internet Access (DIA) products which reserve and guarantee service performance (and are financially backed through a Service Level Agreement (SLA) in the unlikely event that this guarantee not be met).