We understand you might have questions about switching to Brighton Fibre or using our services. Below, you’ll find answers to some of the most common queries we receive. If you can’t find what you’re looking for, feel free to reach out to us via email or WhatsApp – we’re here to help!
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.
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.
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.
Absolutely. Provide us with your current provider’s name and your account number, and we’ll manage the entire switching process for you, making it as seamless as possible.
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.
No, there are no data caps, no usage restrictions, and no tampering with your connection. You get unlimited, unthrottled internet access.
Yes, all our connections include a static IP address as standard, giving you added flexibility and reliability for your internet services.
If you want to cancel, simply send us an email, and we’ll stop charging you. We don’t make things complicated, and all we ask is that you arrange a time for us to collect the router.
To keep things simple, we don’t make pro-rata charges or refunds. We issue invoices on the 1st of each month for the entire calendar month of service.
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.
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.
We aim to resolve all issues promptly. If you have a complaint, contact us at connect@brightonfibre.com. We follow Ofcom’s Code of Practice for dispute resolution and will respond within 5 working days. If unresolved, you can escalate the matter to the Communications Ombudsman for independent review.
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