Frequently asked questions

Want to find out more about our routers? How we install AirFibre? Find answers to these and more.

Our office hours are Monday to Friday 8am–8pm, Saturday 8am-6pm and Sunday 10am-6pm. You can also email us at for our support team to deal with, or you can speak to the out of hours team outside office hours. We aim to answer and solve the majority of problems within 24 hours; out of hours requests are dealt with the next working day. In addition, the entire network is monitored 24/7/365 and all of our senior network engineers have emails and text messages sent to them in the event of a network outage.

No, not at all. The service we provide you is transmitted wirelessly to an outdoor unit mounted on your property and works on a completely different frequency to that of the wireless home network, such as a wireless router. In addition, our wireless connection to your property is fully secured using 128-bit AES encryption. The common mistake is to associate the vulnerability of household wireless routers (as sometimes seen in the news) with our wireless connection, but this is not the case at all.

Our WiMAX service is wireless in respect of how connectivity is provided to your property; it does not refer to a home wireless network where a connection is available throughout the inside of the property. This does not mean you cannot have a wireless home network however. All you will need is a compatible wireless router in your house. We provide these fully configured.

The major characteristic of FTTH is that it connects optical fibre directly to residences. It uses optical fibre for most or all of the "last-mile telecommunications"