No, we have no fixed contract term. You're free to stay with us as long as you're happy, and if you want to cancel, just let us know - we won't ever charge you again.

We bill on the 1st of each month while you're connected. We don’t use pro-rata billing, so your first bill covers the full month ahead, and your final bill covers the last full month of service.

This keeps things simple and fair—no partial charges or complicated calculations. If you cancel partway through a month, your connection stays active until the end of that billing cycle, so you get the service you’ve paid for.

We only use Direct Debit for payments, so you're always covered by the direct debit guarantee. If you miss a payment, we'll automatically retry it until you're back in sync.

In most cases, we'll bring a brand-new fibre cable directly into your property to ensure the best possible connection. If challenges arise during the survey or installation, or if we think separate written permissions are needed, we'll work with you to resolve them and keep you informed every step of the way.

Absolutely. We manage the transition from your existing provider, and we capture these details when you place your order. But if you’re unable to provide them at that stage, just Email us with your current provider’s name and account number, and we’ll take care of the rest—making the switch as seamless as possible.

Switching is only for changing home broadband at the same address. If you’re moving home, you’ll need to ask your current provider at your old address to stop your service.

If you want to cancel, simply send us an email, and we won't charge you again after your service end date. We won't make things complicated or try to force you to stay — all we ask is that you arrange a time for us to collect the router.

Faults on our network are very rare—but if something does go wrong, we act quickly to put things right.

For business connections, we aim to attend and resolve faults on the same day where possible. If a same-day visit isn’t achievable, we’ll be there the following working day at the latest.

For residential connections, we provide next working day site visits as standard for any faults requiring attendance.

We don’t charge for fault visits. However, if the issue is found to be caused by damage to equipment or cabling within your property, we may charge for any materials used to repair it.

Yes, you can! We simply need proof of ownership of your current number, and we'll take care of the rest. A line costs £10 per month (£10 + VAT per month for businesses) and includes free UK landline and mobile calls.

No, there are no data caps, and no tampering with your connection. You get unlimited, unthrottled internet access.

Yes. You're not allowed to use the connection for penetration testing, network scanning, or any kind of activity that could be flagged as hostile or abusive. This includes things like DDoS attempts, brute-force attacks, mass port scanning, spoofing, or running open relays. Even if your intention is harmless, if the activity could trigger alarms or blacklists, it's not allowed.

Yes, all our connections include a static IP address as standard, providing a more consistent experience with certain web services and making it easier to authenticate with corporate VPNs.

Television is transitioning to IP services. You can access platforms like Prime Video, Netflix, iPlayer, and more through your fibre connection on your smart TV, computer, or tablet.

If you believe there's a fault with your connection, you can contact our support team via the email listed on the support page. During working hours, you'll typically get a response within 30 minutes, and outside of business hours, within 4 hours.

Just let us know when you're moving, and as long as your new home is within Brighton, we can usually supply your broadband there too. We'll handle the transition for you.

The best way to contact us is via email at connect@brightonfibre.com. We also offer WhatsApp support on 01273 000123. For important or urgent items, email is preferred as it allows us to triage requests efficiently and make sure you get the fastest response.

Any active hardware we provide, such as routers or fibre optic transceivers, remains the property of Brighton Fibre. If hardware is lost, damaged, or not returned at the end of your service, additional charges may apply. We will arrange for the collection and recycling of hardware when you give notice.

If something's gone wrong, we want to put it right quickly and fairly.

Step 1 — Talk to us
The fastest way to resolve an issue is to get in touch with our team:
Email: complaints@brightonfibre.com
Phone: 01273 000123
Post: Brighton Fibre, 26 Stroudley Road, Brighton, BN1 4BH.
We'll acknowledge your complaint within two working days and aim to provide a full response within ten working days.

Step 2 — Escalation
If you're not happy with our response, you can ask for your complaint to be reviewed by a senior manager. They'll take a fresh look and aim to respond within ten working days of escalation.

Step 3 — Independent review
If we haven't resolved your complaint within eight weeks, or we've sent you a "deadlock" letter confirming there's nothing more we can do internally, you can take your complaint to the independent Ombudsman:

Ombudsman Services: Communications
Website: www.commsombudsman.org
Phone: 0330 440 1614
Email: enquiry@commsombudsman.org
Post: Ombudsman Services: Communications, Energy House, Baron Way, Warrington, WA5 7UH

The Ombudsman is free to use and completely independent. They'll review your case and can require us to make things right if they agree with your complaint.

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