What is a pro-rata payment?
A pro-rata payment is a partial payment that covers the period from when your service goes live until the end of that month. First invoice: You’ll receive your first invoice on the Friday after your service goes live. This will cover the days used in that month. Exception: If your service starts in the final […]
Returning your router
To return your router, please package it securely and return it to the address listed below. Earth Broadband Returns, 4 Pedlars Walk, Ringwood, Hampshire, BH24 1EZ Please ensure your name is clearly displayed on the inside or outside of your parcel so we can identify who the parcel came from. If we do not know […]
Is an engineer required to install my broadband?
We can’t predict if an engineer will be required, so we need to confirm with Openreach. Once your account has been verified, we will place your order, confirming whether an appointment is required. Once your order has been placed, you will receive an email confirming your go-live date. Should an engineer be required, you will […]
Do I need approval from my landlord to install full fibre?
If you are an FTTP customer and do not have an ONT port at your property, an engineer will be required to carry out some work. They will need to install a small box inside and outside your property and drill a 12mm hole to connect the two. You will need permission from your landlord […]
What are my guaranteed speeds?
We are currently offering three different broadband packages for you to choose from. Our smallest package is the ‘Seedling 80Mb’ plan. Offering 76Mb average download speeds, As well as 19Mb average upload speeds. Our middle package is the ‘Sapling 115Mb’ plan. Offering 109Mb average download, As well as 19Mb average upload speeds. Our most extensive […]
Can I upgrade my plan?
Any FTTP customers can upgrade their contracts at any time. Please get in touch with our customer service team to let us know which plan you would like to upgrade to. We can place the order to upgrade with Openreach; this takes roughly one week to complete. Once this has been completed, your next invoice […]
Can I change my go-live date?
Once you have registered with us and we have verified your account, it takes roughly 14 days to get you connected. We place your order with Openreach, who provide us with the next available date they are able to connect you. If you need to go-live on a specific date, please let us know when […]
Can I use my own router?
You are more than welcome to use your own router; however, we recommend using the equipment we provide to connect your network. If you would like to use your own router, please get in touch and let us know so we can ensure a router is not sent to you. We can also send you […]
When will my router be delivered?
Once your order has been placed with Openreach, it can take up to 5 days for your pro-rata bill to be invoiced. Your pro-rata bill needs to be paid before your router can be dispatched. Once the payment has settled in our system, your router order will be sent to our provider. Once our partner […]
My broadband order has been delayed
Once your account has been verified, we will place your order with Openreach. If you are experiencing a delay, this could be due to several reasons. The most likely is that Openreach has struggled to complete your order or more work is required to connect you than initially planned. If you have yet to receive […]