How it works

How it actually works

Most broadband companies buy a finished service from somebody bigger and put their name on the bill. We don't. Here's exactly where the line stops being somebody else's and starts being ours — including the part that isn't.

Start here

We're on the same footing as the big names

We get at the cables that serve your home exactly the same way BT, TalkTalk or Sky do. That part is identical whoever you buy from. What's different is how much room we buy on it, and who picks the phone up.

Where the line stops being theirs

Ours — we fix it

Everything past the line into your house

Our own equipment in the exchange at Leven
The connection between here and the rest of the internet
How much of it we buy — which is what decides whether it's quick at eight o'clock
Support, billing and your account

Not ours — we report it and chase it

The line into your house

The line into your house — Openreach's or MS3's
The box on your wall
Engineer visits and what time they turn up
How fast they fix a fault on the line

That boundary isn't in the same place for everyone — it depends whose cable serves your street. What's true either way: the line into your house comes from someone else, and everything after it is ours.

Capacity

The bit nobody else will tell you

A broadband line is shared. What decides whether yours slows down at eight o'clock isn't the number on the advert — it's how much room your provider paid for. We buy enough, and we'd rather spend the margin there than on being two pounds cheaper than Sky.

So when something breaks

You ring us either way. If it's our end we fix it. If it's the line into your house we report it, we chase them, and we tell you what's happening — including when the answer is that we're waiting too.

Ring 01964 000 000 Check your address