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.

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.

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.

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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