Frequently Asked Questions

Company Information

Who are Jurassic Fibre?

Jurassic Fibre was founded by CEO Michael Maltby, a resident of Sidmouth in East Devon. Michael has built fibre and similar networks around the world, including in Russia and the Caribbean, and his goal is to build the digital infrastructure you deserve to support your lifestyle in the 21st Century.

Jurassic Fibre is part of the Fern Trading Group and has substantial funds available to deliver a top quality fibre broadband network for the South West. We are planning to invest over £250m into building a fibre network in Devon, Dorset and Somerset, passing over 300,000 homes, making gigabit speeds a reality.

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Sales and Marketing

Why should I switch to Jurassic Fibre?

Jurassic Fibre is a local business that is providing Fibre to the Premises (FTTP) connection. By offering this service, we’re able to guarantee minimum download and upload speeds to your property. We have a service delivery and customer success team that are ready and able to provide 24/7 support to all of our customers.

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How do I switch to Jurassic Fibre?

Please contact our friendly team on 01392 345 595 on Monday to Friday from 8am to 6pm

What happens if I want to switch but I still have several months left in contract with my current provider?

Please contact our team directly on 01392 345 595 to discuss how we can help you.

What is the difference between Jurassic Fibre and other providers like BT, Sky etc?

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 Why Jurassic Fibre for more information on our FTTP connections.

How can I contact Jurassic Fibre?

Via our contact form or call us on 01392 345 595.

Is there a fixed term to my package?

With our packages, you have the flexibility to increase or decrease your speeds or change your package at any time, up to once per month.

If you would like to discuss which option would be better for you, please contact our team on 01392 345 595.

I want to join, but if I leave my current internet provider, I will incur early leaving fees, would you help towards this?

Please contact our team directly on 01392 345 595 to discuss how we can help you.

Service Information

Data Privacy

How is my data protected?

At Jurassic Fibre, we consider the security of information an absolute priority. As such, any information sent to us is protected using robust security methods, all of which are industry standard, ensuring data is safeguarded whilst being sent over unprotected communication paths such as the internet.

Although we will always do our best to protect your information and/or personal data, the transmission of information via the internet is not completely secure, and as such, we cannot guarantee the safety of any personal information transmitted using online methods.

Click the following link to see our full privacy policy.

Who has access to my data?

Your personal data is only accessible to Jurassic Fibre employees, who will access this information solely for business purposes, should they have one, or with your expressed permission to do so.

At Jurassic Fibre, we consider the security of information an absolute priority. As such, we will only ever share your personal data in compliance with the applicable data protection laws and regulatory compliance. In the case of needing to share your information with third parties, they will be limited to processing your information either as a data controller or as our data processor. The sharing of your data will depend on the purpose behind needing to share your personal data with them. We require all third parties with whom we share your personal data to respect the security of your personal data and to treat it in accordance with the law.

Other organisations with which we may share your information include:

Contracted Partner Companies

We may share your personal information with partner companies with whom we have contracts for certain products and/or services. The reasons we may share your information in this way include:


Credit Reference Agencies

There may be instances in which we may need to share your personal information with credit reference agencies. For example, we may provide them with information about how you conduct your account with us. This information may be used by other organisations in assessing applications from you and members of your household. In addition, they will give us information about you. For example, we may search the files of a credit agency to assess creditworthiness and product suitability, check your identity, trace and recover debts, prevent criminal activity, or to gather information about your financial history. This is so that we can confirm your eligibility for our products and/or services and guarantee your ability to make regular payments for such products and/or services.

We do not sell or share your personal information and/or data to or with third parties for third party direct marketing purposes.

Other third parties

We may share your personal information with the following:

Click the following link to see our full privacy policy.

Which government body regulates you?

Like all businesses, we are regulated by the Information Commissioner’s Office (ICO) in all matters related to data protection.

How long do you keep my data stored if I leave you as a customer?

Retention periods for records are determined based on the type of record, the nature of the activity, the product or service, and applicable local legal or regulatory requirements. Retention periods may be changed from time to time based on business or legal and regulatory requirements. However, we will only retain your personal data for as long as is reasonably necessary to fulfil the purposes for which we collected it.

In the case of needing to withhold destruction or disposal based on an order from any courts of competent authority, or in relation to an investigation by law enforcement agencies or our regulators, we may, on exception, retain your information for longer periods. This is intended to make sure that we are able to produce records as evidence, if needed, to those respective authorities.

If you would like more details about how long we keep your information, please contact us at:
dataprotection@jurassic-fibre.com

Do you share my data with any third party?

Your personal data is only accessible to Jurassic Fibre employees, who will access this information solely for business purposes, should they have one, or with your expressed permission to do so.

At Jurassic Fibre, we consider the security of information an absolute priority. As such, we will only ever share your personal data in compliance with the applicable data protection laws and regulatory compliance. In the case of needing to share your information with third parties, they will be limited to processing your information either as a data controller or as our data processor. The sharing of your data will depend on the purpose behind needing to share your personal data with them. We require all third parties with whom we share your personal data to respect the security of your personal data and to treat it in accordance with the law.

Other organisations with which we may share your information include:

Contracted Partner Companies

We may share your personal information with partner companies with whom we have contracts for certain products and/or services. The reasons we may share your information in this way include:


Credit Reference Agencies

There may be instances in which we may need to share your personal information with credit reference agencies. For example, we may provide them with information about how you conduct your account with us. This information may be used by other organisations in assessing applications from you and members of your household. In addition, they will give us information about you. For example, we may search the files of a credit agency to assess creditworthiness and product suitability, check your identity, trace and recover debts, prevent criminal activity or to gather information about your financial history. This is so that we can confirm your eligibility for our products and/or services and guarantee your ability to make regular payments for such products and/or services.

We do not sell or share your personal information and/or data to or with third parties for third party direct marketing purposes.

Other third parties

We may share your personal information with the following:

Click the following link to see our full privacy policy.

Are my financial details kept secure?

Jurassic Fibre takes the security of your financial information very seriously and has strict PCI compliance processes in place. Once we have taken your payment information, it is entered into a secure system which encrypts the data. This means that we will be unable to see your account or card number after it has been entered.

The account holder is in hospital, can anyone administer the account on their behalf?

Should you, for any reason, require us to give consent for someone other than you to make changes to your account as an authorised person, you will need to give us Third Party Authorisation. Authorised persons can speak to Jurassic Fibre about your account, and make changes to it, with the exception of not being able to change the list of authorised persons. In the unfortunate event that the account holder is hospitalised or unable to contact us and a relative wishes to administer the account, we would require a photo or scanned copy of the document showing Power Of Attorney in order to add an authorised person. You can remove consent for an authorised person at any time by contacting us.

How secure is our data and browsing activity? Are you concerned about the media allegations about Huawei?

There is no security issue with the Huawei ONT (your fibre router). Some of the equipment we use, including your fibre router, is manufactured by Huawei. This equipment is widely used both in the UK telecommunications industry, and around the world. Several of our competitors, including BT, use the same Fibre Routers, which have been subjected to vigorous security penetration tests. As such, we are confident that there are no security issues with this equipment.

The UK government has just given the green light for Huawei to provide some of the 5G equipment, with no concern about ONT products.

Billing and payments

How can I pay for my subscription?

You can pay for your subscription using a debit or credit card. A recurring payment will be set up to take a payment on the same date of each month.

I want to change the payment date from the current one?

Please contact our Customer Success team by

to discuss how we can do this with you.

Where can I find my monthly statement?

We will email your monthly statement to you prior to the payment due date. You can also view your most recent statements on the Jurassic Fibre app.

I have been overcharged for my contract payments

If you feel you have been charged more than your contract amount please contact us by

and we will happily look into this for you.

My bill is not correct

If you think there is an error on your bill, you can contact us with your query by:

and we will be happy to review your bill for you.

I have not received my bill

We will email your monthly statement to you prior to the payment due date. If you have not received your bill as expected you can contact us with your query by:

and we will be happy to help.

I have had a payment fail notification, what does this mean?

A payment fail notification means we have tried to take a payment but it has been declined by the card provider. If this happens we will try to take the payment again in five working days. If you would like to discuss your payment options further you can contact us by:

and we will be happy to help.

How do I change my payment method from my current one?

If you wish to change your current payment method please contact us by:

and we will be happy to help.

When do I start paying for my services?

We will take your first payment shortly after your installation is completed. This is normally within five days of the service being activated in your home. The date of your first payment will then become the date we take your payment each month.

My payments are not showing on my statement, what does this mean?

If you have made a payment within the last few days, it may be that your statement was generated before the payment was applied to your account. If you aren’t sure, or think there are payments missing, please feel free to contact by:

and we will be happy to help.

Service and account

How can I change my billing address?

You can amend your contact details by contacting us by:

and we will be happy to help.


How can I add someone else to my supply address contract?

If you wish to add a secondary account holder we will require permission from both parties. Simply give us a call on 01392 345600 when you are both available and we will be happy to make the necessary amendments.

What happens if I have a problem with my broadband?

If you have any problems, our Customer Success team will be happy to help. You can contact us by:

I am moving, will Jurassic Fibre supply my new address?

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:

and we will be happy to help.

Will I have to return the router to Jurassic Fibre if I cancel my contract?

During your contract the router remains the property of Jurassic Fibre. If you decide to end your contract with us, we will discuss with you some arrangements to return the router. If the router isn’t returned to us within a reasonable amount of time, a charge may apply.

How do I request a refund?

If you have credit on your account and wish to request a refund please:

and we will be able to assess whether this is true credit and whether a refund is applicable.

What happens if I have an issue with my broadband service?

If you have any problems, our Customer Success team will be happy to help. You can contact us by:

Where should I position my router?

During the installation process our engineer will find the ideal location for the router to give you the best possible service.

How do I know I am getting the speeds I signed up for?

A number of speed tests are available online, but we recommend using the speed test on the Jurassic Fibre app to get an accurate measurement. 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.

How do I cancel my contract?

You have the right to cancel your contract at any time. You will need to provide us with 30 days’ notice to cancel any service.

How do I make a complaint?

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 do have a complaints policy which is available to view here.

Appointment

What does a “pre-survey appointment” mean?

A pre-survey or construction survey is carried out prior to installation to determine the best route for our cables on your property, such that we can avoid as much disruption as possible. Occasionally extra work will need to take place before the installation can be carried out.

What work will need to be done to install the cable and router?

This will vary for every home. Our engineers will be able to explain the work they need to do when they conduct your survey. If you don’t wish to proceed then just let us know – we won’t start doing any work on your property without your agreement.

My property drive is shared with another property, do I need permission from them before installation is started?

If you have a shared drive you may need to get permission from your neighbour depending what work needs to be carried out. We will be able to advise you what needs to be done and what actions to take during the pre-survey appointment.

I want to make a complaint about the standard of work carried out?

Our engineers are highly trained professionals, but if you should find yourself unhappy with the service you have received then please contact us by:

and our Customer Success team will be able to help you.

I need to reschedule an appointment?

If you are unable to make an appointment then please contact our team by:

and one of our agents will be happy to reschedule the appointment for you. Please note that if an appointment is rescheduled more than once with less than 24 hours notice a charge of £25 will apply.

Once I have ordered my package, when will it be installed?

Once you have ordered your package we will arrange a pre-survey appointment to check that your property is suitable to connect to our network. Once the engineer has given us the go ahead we will arrange a date to carry out the installation. Depending on whether any work needs to be carried out prior to the installation we aim to get you connected within 14 days

Can I choose a date and time that is suitable for me?

Our installation window is from Monday to Friday anytime between 8am and 3pm. We can select a date which is suitable for you, and on the day our Service Delivery team will contact you to let you know an approximate time they will arrive.

How long will the appointment be?

Installation can take up to 90 minutes. This will give the engineers time to install the network, as well as giving them time to explain the service and answer any questions you may have, conduct some checks to make sure you have good WiFi coverage, and show you how to use the service.

Will the engineers have ID?

All Jurassic Fibre engineers carry ID which they will show on arrival. If you are ever unsure then please don’t hesitate to contact us on 01392 345600.

The engineer has not attended the agreed appointment, what do I do?

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 345600.

The engineer was late for the appointment

Our engineers will always strive to reach you on time. On the rare occasion they are running late they will always try to contact you to advise.

The engineer has not cleared up before leaving the property

Our engineers should leave your property as they found it. If you are not happy with how your property has been left please contact us by:

The engineer was rude and unprofessional, what do I do?

Any Jurassic Fibre employee should be polite and professional at all times. If you feel an employee has not acted in accordance with this then please contact our team by:

The engineer team has left cables exposed, what do I do?

If you do not feel the installation has been completed to a satisfactory standard then please contact our team by:

Installation

What does “installation costs” mean?

Depending on the length of contract and difficulty of the installation there may be a fee involved to carry out the connection. For 0 month contracts, the installation cost is between £500 to £750 depending on the difficulty and resources required. For 24 month contracts the cost is free for straightforward installations or £250 if the installation requires further work to be carried out beforehand. For more information or to see which fees would apply for your property, please contact our sales team.

Do I need to pay for an appointment?

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.

I have received a notification I will be charged for a missed appointment, what does this mean?

If you arrange an appointment with us and there is no-one at home when we arrive, then a charge may apply. This is especially the case if it happens more than once. If you aren't able to be home when you have an appointment booked, please contact us as soon as you can to let us know, 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.

What happens at installation?

During installation one of our trained engineers will set up and install our Jurassic Fibre router, and will 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.

Broadband Product

What are the download and streaming speeds of Jurassic Fibre broadband?

Depending on the package you choose, you can experience between 50Mbps - 1000Mbps (1Gbps). Business customers can enjoy up to 10Gbps.

Do I need a landline?

No, a full-fibre Jurassic Fibre connection does not use any old-fashioned copper phone lines, so you don’t need a phone line to get our service.

How do I switch from my existing broadband provider?

Call us on 01392 495595 and speak to one of our friendly team. They will give you more information on how you can switch and what help we can offer when doing so.

Can I change my package in the middle of my contract?

With our contracts, you have the flexibility to increase or decrease your speeds or change your package at any time, up to once per month.

When I sign up, will I be able to cancel? Can I cancel my contract part-way through?

At Jurassic Fibre, we don’t believe in locking customers into long-term contracts. As such, we don’t have any long-term contracts for residential customers. You can leave at any time with 30 days’ notice; we'll miss you, but we won't hold it against you!

In addition, as we’re so confident you’ll like the service, if at any point within 21 days of receiving our service you have a problem we can’t make right for you, we will happily remove the service from your home and you’ll owe us nothing.

Is there a cooling-off period?

Yes. Just like other products you buy at home, you have a 14-day cooling off period in which you can change your mind. This applies from the date of ordering the service.

Do I need a router and other equipment, and do they cost extra?

Yes, but don’t worry, we’ll provide it free. It includes Wi-Fi and 3 usable ethernet ports. In some homes with very thick walls or floors, you may need a Wi-Fi extender solution which we can provide as well, although additional costs will apply.

How is Jurassic Fibre broadband installed?

Most of the time, it will be installed near to your existing phone line socket or another practical route into the home. In most cases, installation takes a couple of hours. In some cases, we may need to dig. But don’t worry, should this be a necessary step in the installation at your home, we will be sure to explain this to you beforehand.

Can I keep my existing telephone number?

Yes! You don’t need a phone line with Jurassic Fibre, so you can choose to keep your existing phone provider separately from Jurassic Fibre service.

Are there any hidden charges?

We like to do things differently at Jurassic Fibre, so the short answer is no, we don’t have any sneaky extra charges. The price you see is the price you’ll pay. We try to be fair so we won’t charge you for changes to your package, and as an existing customer, we will ensure that you can move to new products with no penalty if you choose to.

Do you offer package add-ons?

Right now, no. But they’re well on their way! Be sure to check back soon to see what add-ons we have to offer.

How do I ensure safe usage of the internet for children?

Kidsafe comes as an optional extra in all our packages. Our Kidsafe browsing is an extra feature which allows for administrators to enable safer browsing options and restrictions for younger internet users.

Can I change to another package at any time?

Yes. We understand life doesn't stand still, so we have created a range of ultrafast fibre broadband packages to chop and change between, at no additional cost. Find out more about our packages!

Wayleave

How do you decide where to build your network?

We create a digital footprint that works out commercial viability. For the harder to reach areas and the areas just outside of our footprint, we would want the community to approach us to see if there would be a way in which we could work together to deliver the service. Registrations of interest, community events and an in-depth internal discussion about viability are all required to determine if and when we build to an area outside of our design footprint. The more we engage with communities the more we can discuss the possible options.

What is a Wayleave?

A Wayleave is a right of way granted by a landowner, typically for purposes such as the erection of telegraph wires; or in our case, the laying of telecoms infrastructure underground or overhead.

Jurassic Fibre Limited have based their agreement on the Ofcom pro-forma and the CLA and NFU proposed pro-forma with some additional changes giving greater clarity to the landowner. We at JFL are more than happy to discuss each Wayleave on a case by case basis with the landowner.

What is a statutory undertaker?

In the United Kingdom, statutory undertakers are the various companies and agencies with legal rights to carry out certain development and highways works. They are mainly utilities and telecoms companies and include nationalised companies. We gained this status on 23rd October 2019.

What is the Electronic Communications Code?

In December 2017, a new Electronic Communications Code took effect under the Communications Act 2003 to make it easier for network operators to install and maintain apparatus such as phone masts, exchanges and cabinets on public and private land. You can review the full run down here;

https://www.ofcom.org.uk/phones-telecoms-and-internet/information-for-industry/policy/electronic-comm-code

What is the Involvement of the CLA and NFU?

The Country Living Alliance (CLA) and National Farmers Union (NFU) have realised the importance of faster broadband and mobile signal within the rural communities of the United Kingdom. Both the CLA and the NFU have been working together to produce guidelines on the cost of a Wayleave and recommend either a one-off payment of £3.90 per metre or £0.26 per annum. The term can be decided by the operator, and Jurassic Fibre will pay a one-off payment like most other telecommunication operators. The reason is that because our network is light and glass, fibre poses significantly less risk that any other utility. Please visit their website for full details on the Telecommunications Code and payments.

https://www.cla.org.uk/sites/default/files/GN16-18%20A%20rural%20fixed%20line%20network%20access%20agreement_1.pdf

https://www.nfuonline.com/news/latest-news/updated-wayleave-framework-will-speed-up-rural-bro/

Do you pay for land agents, solicitors & advisors?

At JFL, we recognise that each grantor has the option to seek secondary advice. The agreement that we have drafted is heavily influenced by the Ofcom pro-forma which would require less time for advisors to review. Based on a case by case basis, JFL will look at paying fees not exceeding 3 hours of the advisor’s time. However, this is to be agreed with the Wayleave team before negotiations proceed.

What About consideration, compensation and remunerations?

At JFL, we pay a one-off payment to the freeholder of £3.90 per metre to install our ducting. We also pay £468 as a one-off payment for any joint box that we install. All of our main core network will be installed underground but our access spurs and supplies to properties can be installed via existing infrastructure and we do have the use of Public Infrastructure Access such as Western Power Distribution poles and Openreach network. We do not pay the landowner to use the PIA as an agreement is already set out with the existing owner of that apparatus.

When work commences, the construction teams will engage with the landowner to discuss best options. Once this has been agreed, a record of condition will be documented via a video on one of our machines used. This is then stored and all damages that may be caused will be compensated. We must be given the option of rectifying the damages in the first instance.

Do you provide free services and installations included within your package to landowners?

Each landowner has specific land parcels which will require different levels of negotiations. While we are happy to discuss, each land parcel must be treated on a case-by-case basis. The core network is more important to us to install, and while we feel fair, we may be able to provide a small term of service.

Are you members of a trade body and arbitrator?

We are part of the Internet Services Providers Association (ISPA) and part of the Ombudsman Service, both of which can be found here;

https://www.ispa.org.uk/

https://www.ombudsman-services.org/

What searches do you conduct to obtain additional information?

We use different forms of software and sites to obtain land information that covers everything from existing utilities to environmental and designation services. We like to engage with as many authorities as possible so that we are fully prepared for build start dates. Below are the names of some of the websites we use;

Note: While we do conduct all main utility searches, we cannot guarantee the accuracy of the data we receive. Data will always indicate if infrastructure is within the vicinity, but not always exact locations. For this reason, we will also need some help from CAT and Genny equipment, the local community, landowners and residents, to identify utilities.

Do you conduct environmental searches?

We try to collect as much data as we possibly can and most of the environmental, designations and stewardships are available via MAGIC.Defra. If we find anything of importance to the build, we will discuss with the landowner at the earliest stage. We also encourage grantors to discuss with us any environmental aspects that they may worry about such as field mice and badger setts so that we can have full visibility from the earliest stage and help put processes in place that will help secure JFL access, without causing any disruption to the environmental search findings. You can also conduct your own searches at MAGIC.Defra.

What if we are part of a multiple business or dwelling unit such as offices or apartments?

This would depend on your type of agreement with your landlord and lease. If there is a registered lease, then we will need a short form Wayleave signed by both parties. It will be the responsibility of the tenant to help us to secure the agreement from the registered landowner. The Wayleave team will assist with any necessary documentation.