Answers, in plain English.
And in Welsh, if you ring us — Cymraeg neu Saesneg, eich dewis chi.
What happens when you install it?
A fully qualified installer brings the fibre from the street to a small, tidy box on your wall, then sets up your router wherever suits you best. It usually takes about an hour and a half, and they won't leave until everything's tested and working. Installation is free on every plan.
Do I need a phone line?
No — our network doesn't use the old copper phone lines at all, so there's no line rental. If you'd like to keep a home phone, just ask when you order and we'll set that up over the new connection.
Can I use my own router?
Yes, if you'd like to — we'll give you the settings. We include a good router with every plan though, and it's the one our support team knows inside out.
I rent my home — is that a problem?
Usually not. The install adds a small, neat box to the outside wall, and we provide a one-page letter for your landlord that answers their usual questions. Refusals are genuinely rare.
Will my price go up during my contract?
No — never. No inflation-linked rises, no "plus 3.9%" in the small print. The price you sign up at is the price you pay for your whole contract. We think that should be normal everywhere; it isn't, so we make a point of it.
Is there anything to pay upfront?
No — installation is free on every plan, home and business, including the fastest ones.
What are the care plans?
Every plan includes free Standard cover: if there's a fault we aim to fix it by the next working day, and you can track it online. Care+ (£5.99 a month) means we aim to fix faults within 8 hours, with longer support hours and text updates. Pro (£14.99 a month) brings that down to 4 hours with a dedicated line, 7 days a week.
What happens when my 12 months are up?
We'll get in touch before your contract ends to talk through your options — no silently rolling you onto a dearer rate and hoping you don't notice. Loyalty shouldn't cost extra.
Will I really get the speed you advertise?
The advertised speed is what arrives at your router through the cable. Over Wi-Fi it can be a little less, especially through thick stone walls — the traditional Welsh enemy of a good signal. If a room struggles, tell us: better router placement or an extra unit usually sorts it.
What about upload speed?
Upload speed depends on your plan and line, and we confirm it when you order — before you commit. If you upload a lot (video calls, cloud backups, sending big files), mention it and we'll point you at the right plan.
Do you slow things down at busy times?
No. No throttling, no evening go-slow. "Always fast" is printed on our homepage, so we're rather stuck with it.
Can I get a static IP address?
Yes — it's included as standard on every business plan, and available on our fastest home plans (Ucheldir and Penrhyn). Handy for CCTV, working from home, or hosting things.
How long does switching take?
Usually 5–10 working days from signing up to being connected, mostly depending on installation slots. Your old service ends the day ours begins.
How would I leave, if I ever wanted to?
Once you're out of contract, you'd simply sign up with a new provider and the switch happens automatically — you wouldn't even need to call us (though we'd appreciate the chance to say goodbye properly). No exit fees out of contract, no hard feelings.