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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.

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.

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.

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.

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.

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

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, just let us know. We won’t start doing any work on your property without your agreement.

If you have a shared drive you may need to get permission from your neighbour, depending on 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.

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:

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 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.

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 on the day our service delivery team will contact you to let you know approximately what time they will arrive.

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 carry ID which they will show on arrival. If you are ever unsure please don’t hesitate to contact us on 01392 345 600.

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 CategoryDescription
PornographyThis 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.
DrugsThis category will block sites that give information on illegal drugs or misuse of prescription drugs.
Alcohol & TobaccoThis category will block sites that promote or sell alcohol or tobacco related products or services.
Hate and Self-HarmThis 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.
NudityThis 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 ViolenceThis 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.
GamblingThis category will block sites that offer or are related to online gambling, lottery, casinos and betting agencies involving chance.
DatingThis 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 NetworkingThis 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 SharingThis 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.
GamesThis 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 StreamingThis 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 TastelessThis 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 BeautyThis 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 EducationThis 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.