Frequently Asked Questions

Chances are that everything you need to know is covered below, but you're welcome to get in touch if we've missed anything out.

Q&A Rural wireless superfast Q&A Private ultrafast broadband (St Edwards Park and local area) Q&A Leek superfast fibre Q&A Whole-home WiFi Q&A Telephone services

Rural wireless superfast

What is it, and how does it work?

Our rural wireless broadband network gets true superfast speeds to areas of the local countryside where other ISPs haven't (or can't!) reach. Using the latest radio techology, the service uses line-of-sight connections to offer speeds of up to 100Mbps.

There's no landline involved — instead, we will install a small receiver/transmitter on the outside of your home to connect you to the network. On a more familiar note, you'll also get a wireless router, which you can use to connect your devices to your superfast broadband service.

Guaranteed speeds?

Yes: because there's no landline involved (the usual limiting factor on broadband speeds) we can be confident that the speed you order, is the speed you'll receive.

Does the weather affect it?

Technically, yes; however, you wouldn't notice any disruption or slowdown in speeds during bad weather, because behind the scenes we're actually over-delivering capacity on your connection. This means that during bad weather such as heavy snow or rain, your link is still capable of delivering your contracted speed.

What about latency or lag? Is it like satellite broadband?

Unlike satellite broadband which suffers from high latency and lag, you can expect a crisp, low latency service on a par with traditional fibre broadband, with sub 20ms ping times: perfect for gaming.

Is usage unlimited?

Yes.

What happens after I've placed an order?

We'll contact you to arrange an on-site survey at your home. The main purpose of this visit is to confirm a clear line-of-sight from your home to one of our broadcast points. It also gives us a chance to catch up with you in person, and work on a plan that you're happy with in regard to where your receiver is located, and where you'd like your router to live. We can also advise on things like optimising the WiFi coverage inside your home, to ensure that you get the most out of your new superfast service.

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Private Ultrafast broadband (St Edwards Park and local area)

What is it, and how does it work?

Available on St Edwards Park and local area (extending approximately 3km) this wireless ultrafast service gives you access to guaranteed speeds of either 50Mbps or 100Mbps — the choice is yours.

Delivered wirelessly via a discrete, externally mounted nano reciever, the service does not require a landline.

Guaranteed speeds of 50Mbps or 100Mbps?

Yes: because the service does not rely on a landline, we as the provider are in total control of every aspect of service delivery. The technology and equipment we use is tried and tested, and our network has plenty of capacity — which means we can be sure that the speed you want, is the speed that you'll get.

Faster than fibre?

Yes: whether you're talking FTTC (Fibre to the Cabinet) or even FTTP (Fibre to the Premise) our low latency wireless network surpasses them both. With private ultrafast, you get all the speed of fibre, with the added benefit of a more responsive connection with reduced ping times (sub 20ms) and jitter: music to the ears of online gamers and anyone that wants to cut lag times to a minimum.

Does the weather affect it?

Technically, yes; however, you wouldn't notice any disruption or slowdown in speeds during bad weather, because behind the scenes we're actually over-delivering capacity on your connection. This means that during bad weather such as heavy snow or rain, your link is still capable of delivering your contracted speed.

What about latency or lag? Is it like satellite broadband?

Unlike satellite broadband which suffers from high latency and lag, you can expect a crisp, low latency service that even out-performs fibre broadband, with sub 20ms ping times: perfect for gaming.

Is usage unlimited?

Yes.

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Leek superfast fibre broadband (FTTC)

What is it, and how does it work?

Back in 2013, Internet Connections were the first ISP to bring superfast speeds to St Edwards Park and later, Leekbrook. Pioneering the "sub loop unbundling" technique, it meant that true fibre broadband speeds were at last accessible to residents of the area.

By tapping into our own fibre network on the A520 Leek Road, speeds of between 40Mbps and 80Mbps can be delivered to properties on St Edwards Park and Wainhomes estate at Leekbrook — a vast improvement on the typical 5Mbps speeds that were previously available.

The fastest FTTC broadband speeds I can get, or my money back?

We're very confident that's the case, yes — so that's the deal. We won't rest until we're satisfied that we've squeezed every last bit of performance from the phone line that services your home.

In fact, we'll stand by our word. Switch to our superfast broadband and get a faster connection guaranteed or your money back:

  • We guarantee that you will get a faster line sync speed than your current supplier.
  • Simply take a screenshot of your existing line sync speed from your router configuration pages (save this as we will need it to process your claim).
  • Order your new connection with us and let us tweak performance for 14 days.
  • If the new sync speed is not higher than your old one you can cancel your service with us at no cost and return to your old supplier.

And, it's superfast all the time...

You may well have suffered the frustration of the daily evening s-l-o-w down with your existing broadband, when every man and his dog is trying to get online. Well, with our Superfast Broadband service, you'll be able to say cheerio to this particular annoyance. That's because our (very) big pipe has enough capacity to deal with all the demand that's thrown at it. This means that we don't need to resort to "traffic shaping" or throttling your connection, and you can enjoy consistently high speeds, whatever the time of day (or night).

Is usage unlimited?

Yes.

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Whole-home WiFi

Getting WiFi to every corner of your home...

Once you've got a fantastic broadband connection, you might want to make the most of all the speed that you're getting. Depending on the layout of your home (footprint, thickness of internal walls, etc.) a standard, stand-alone router may do the job just fine. However, with larger homes — or where you're dealing with very thick internal walls — a whole-home WiFi solution will ensure you get a decent signal, wherever you happen to be in your property.

We offer a range of fully supported router and WiFi coverage upgrades suited to all sorts of different properties and requirements — ranging from enhanced routers to wireless mesh systems. Get in touch and we can help you to choose the best-fit option for your circumstances.

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Telephone and voice services

What telephone services do you offer?

This depends on the broadband service that you have with us:

  • If you have one of our wireless broadband services, no landline is required — so a telephone service isn't included as standard. However, if you would like calls included, we offer a bolt-on "Voice over IP" (VoIP) service.
  • If you have our FTTC broadband service, a landline (and line rental) is included with the service as standard.
  • We charge calls at a wholesale rate, starting at 0.5p/minute for calls to UK landlines, and 1.5p/minute to UK mobiles.

Contact us to find out about all of the phone options we have to complement your broadband service.

So, what is "Voice over IP", or VoIP?

VoIP uses your broadband connection to deliver a telephone service. Typically, this works by plugging a device into your router, which your telephone connects to. Calls are then made in the same way that you'd use a landline. Alongside this traditional VoIP option, we also offer WiFi phones, which simply connect to any wireless network and mimic a cordless handset.

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