Broadband only deals - Ultrafast CityFibre Internet for the Elderly, Seniors and Retired PeopleCityFibre's Ultrafast Symmetrical Full Fibre offers the best Broadband only deals - Clear-cut ultrafast broadband-only packages with straightforward pricing - Accessible to over 3,500,000 premises including Glasgow and Edinburgh, with numbers increasing weekly. No telephone line required. While some of our more tech-savvy customers find they can manage without a telephone landline, many still rely on it for their broadband connection. However, this is changing. You can now access a 100% full Fibre Ultrafast Symmetrical Broadband-only connection without the need for an underlying copper telephone service. Yet, if you've had your telephone number for some time and wish to retain it, you can opt to add a Digital phone line service at a small additional cost per month, keeping your telephone number active. You only pay for calls as you make them. Ultrafast Full Fibre Broadband is essential for an optimal experience when using Netflix, iPlayer, Smart TVs, Video doorbells, and CCTV cameras.
Don't Believe the Hype - Do you really need more than 160Mb/s speed?Consider your internet like a pizza – different online activities consume various slices of the pizza. The more speed or bandwidth you have, the larger your pizza, allowing more devices and activities to connect. However, do you really need anything over 160Mb/s? We don't think so. For a family of 4 to 6 people, 100 Mb/s is excellent for up to 10 devices (Ψ). If you have a larger family with 6+ people and numerous connected devices where everyone wants to stream different content simultaneously, a 200Mbps feed is ideal. It's important to note that internet providers advertise the speed you'll get using an Ethernet cable directly connected to the router, not over WiFi. The speed you experience also depends on the age and capabilities of your wireless devices and PC network card. An often overlooked factor is that the speed at which websites send/receive information to you is determined by the websites themselves, not just your internet feed. Even with a blazing-fast 900Mbps feed to your router, your download speed is limited by what the website decides. For instance, Netflix only requires 5Mbps to stream in HD, so having a 900Mb/s download speed might be unnecessary. In reality, you're unlikely to fully utilise such high speeds. Take into account the limitations of your device, PC network card, and Ethernet cables, and you may never come close to reaching the maximum speed available. Any cabled connections will need to use Cat5E or above network Ethernet cables
If you need any help just give us a call on 0330 122 0000 Monday to Friday 9AM to 5PM Our ultrafast 100% FULL Symmetrical Fibre Broadband only deals with fantastic speedsUltrafast Fibre Broadband
100% Fibre directly in to the Home
Powered by CityFibre
✔ Available to over 3,500,000 premises - increasing weekly
✔ Up to 24x faster than standard fibre Ψ
✔ Data only: no phone line - just pure broadband
✔ Target Up-time - 99.9%
✔ Dual band router included + FREE P&P via DHL
✔ 100% Full Fibre, sometimes called FTTP/FTTH
✔ Data only service, great for Amazon Alexa or Google Home
✔ Great for Netflix, iPlayer, Smart TVs and Video doorbells
✔ Browse, stream and download on lots of devices at once
✔ Unlimited data. Help save on your mobile data usage
✔ 30-Day rolling contract. After first 90 days*
✔ NO phone line. But can be added if needed
BRAND NEW CITYFIBRE 100% FULL ULTRAFAST FIBRE BROADBAND ONLY INTO YOUR HOUSE You can add a Digital Phone line service and keep your telephone number Ultrafast - 160 Full Fibre
Powered by CityFibre£29.98 /month inc VAT Compared to BT cost of £34 per month Δ
Compared to TalkTalk cost of £35 per month Δ ✔ Up to 160 Mb/s download speed ‡
✔ Up to 160 Mb/s upload speed ‡
✔ 4x faster than standard fibre Ψ
✔ Available to over 3,500,000 premises
✔ Data only: just pure broadband
✔ Target Up-time - 99.9%
✔ Data only: no phone line
✔ Dual band router included
✔ 100% Full Fibre (FTTP/FTTH)
✔ Unlimited data.
✔ 30-Day rolling contract. After 90 days*
✔ NO phone line. Available if needed
✔ FREE Email address with Anti Spam/Virus Plan details - ULTRAFAST 160Mb/s • Price and service is subject to location and CityFibre availability.
• A Credit check may be done before your order is accepted.
• Your contract's minimum length is 90 day and it runs from the day your service is installed.
• After the first 90-days you’ll be able to cancel your service with just 30 days’ notice.
• Early termination/reminder of contract charges will apply if the service is cancelled within the minimum 90-days contract term.
• The Ultrafast 160Mb/s offer for the entire minimum term of your contract is £29.98 a month including VAT* Price may change during the contract.
• The monthly price of Ultrafast 160Mb/s will rise in April each year by the rate of inflation plus 3.9%, from April 1st each year.
• All plans are subject to certain conditions (including location and exchange) Your monthly payment is by Direct Debit only.
• The Ultrafast 160Mb/s broadband service may require an installation by an Openreach engineer. An appointment date and arrival time slot will be agreed when you place your order, this can be changed up to 48 hours prior to the appointment date. The installation typically takes 1-2 hours. If the appointment is missed due to the engineer being unable to get access to your property you may be charged for the missed appointment.
• The Ultrafast 160Mb/s offers an average download speed of 150Mb/s, and upload speed of 100Mb/s
• The absolute guaranteed minimum speed on our service is 70Mb/s download and 35Mp/s upload, however, this is at times of total network congestion, which is extremely unlikely to happen.
• Speeds are measured up to the Router from the ONT, and using a direct connection, not over WiFi. Speeds are also determined by the website/s you are visiting.
• It’s the customers responsibility to check that their devices and computer/s can run the service you have selected. As older computers, Hubs, and other older devices can normally only run a maximum of 100 Mbps. Any cabled connections will need to use Cat5E above network ethernet cables. *Prices may vary based on location and local exchange Ultrafast - 500 Full Fibre
Powered by CityFibreOnly £38.98 /month inc VAT Compared to BT cost of £44 per month Δ
Compared to TalkTalk cost of £45 per month Δ ✔ Up to 500Mb/s download speed ‡
✔ Up to 500 Mb/s upload speed ‡
✔ 13x faster than standard fibre Ψ
✔ Available to over 3,500,000 premises
✔ Data only: just pure broadband
✔ Target Up-time - 99.9%
✔ Data only: no phone line
✔ Dual band router included
✔ 100% Full Fibre (FTTP/FTTH)
✔ Unlimited data.
✔ 30-Day rolling contract. After 90 days*
✔ NO phone line. Available if needed
✔ FREE Email address with Anti Spam/Virus Plan details - ULTRAFAST 500Mb/s • Price and service is subject to location and CityFibre availability.
• A Credit check may be done before your order is accepted.
• Your contract's minimum length is 90 day and it runs from the day your service is installed.
• After the first 90-days you’ll be able to cancel your service with just 30 days’ notice.
• Early termination/reminder of contract charges will apply if the service is cancelled within the minimum 90-days contract term.
• The Ultrafast 500Mb/s offer for the entire minimum term of your contract is £38.98 a month including VAT* Price may change during the contract.
• The monthly price of Ultrafast 500Mb/s will rise in April each year by the rate of inflation plus 3.9%, from April 1st each year.
• All plans are subject to certain conditions (including location and exchange) Your monthly payment is by Direct Debit only.
• The Ultrafast 500Mb/s broadband service may require an installation by an Openreach engineer. An appointment date and arrival time slot will be agreed when you place your order, this can be changed up to 48 hours prior to the appointment date. The installation typically takes 1-2 hours. If the appointment is missed due to the engineer being unable to get access to your property you may be charged for the missed appointment.
• The Ultrafast 500Mb/s offers an average download speed of 400Mb/s, and upload speed of 300Mb/s
• The absolute guaranteed minimum speed on our service is 70Mb/s download and 35Mp/s upload, however, this is at times of total network congestion, which is extremely unlikely to happen.
• Speeds are measured up to the Router from the ONT, and using a direct connection, not over WiFi. Speeds are also determined by the website/s you are visiting.
• It’s the customers responsibility to check that their devices and computer/s can run the service you have selected. As older computers, Hubs, and other older devices can normally only run a maximum of 100 Mbps. Any cabled connections will need to use Cat5E above network ethernet cables. *Prices may vary based on location and local exchange Ultrafast - 900 Full Fibre
Powered by CityFibreJust £44.98 /month inc VAT Compared to BT cost of £53.99 per month Δ
Compared to TalkTalk cost of £54.00 per month Δ ✔ Up to 900Mb/s download speed ‡ Ψ
✔ Up to 900 Mb/s upload speed ‡
✔ 24x faster than standard fibre Ψ
✔ Available to over 3,500,000 premises
✔ Data only: just pure broadband
✔ Target Up-time - 99.9%
✔ Data only: no phone line
✔ Dual band router included
✔ 100% Full Fibre (FTTP/FTTH)
✔ Unlimited data.
✔ 30-Day rolling contract. After 90 days*
✔ NO phone line. Available if needed
✔ FREE Email address with Anti Spam/Virus Plan details - ULTRAFAST 900Mb/s • Price and service is subject to location and CityFibre availability.
• A Credit check may be done before your order is accepted.
• Your contract's minimum length is 90 day and it runs from the day your service is installed.
• After the first 90-days you’ll be able to cancel your service with just 30 days’ notice.
• Early termination/reminder of contract charges will apply if the service is cancelled within the minimum 90-days contract term.
• The Ultrafast 900Mb/s offer for the entire minimum term of your contract is £44.98 a month including VAT* Price may change during the contract.
• The monthly price of Ultrafast 900Mb/s will rise in April each year by the rate of inflation plus 3.9%, from April 1st each year.
• All plans are subject to certain conditions (including location and exchange) Your monthly payment is by Direct Debit only.
• The Ultrafast 900Mb/s broadband service may require an installation by an Openreach engineer. An appointment date and arrival time slot will be agreed when you place your order, this can be changed up to 48 hours prior to the appointment date. The installation typically takes 1-2 hours. If the appointment is missed due to the engineer being unable to get access to your property you may be charged for the missed appointment.
• The Ultrafast 900Mb/s offers an average download speed of 800Mb/s, and upload speed of 500Mb/s
• The absolute guaranteed minimum speed on our service is 70Mb/s download and 35Mp/s upload, however, this is at times of total network congestion, which is extremely unlikely to happen.
• Speeds are measured up to the Router from the ONT, and using a direct connection, not over WiFi. Speeds are also determined by the website/s you are visiting.
• It’s the customers responsibility to check that their devices and computer/s can run the service you have selected. As older computers, Hubs, and other older devices can normally only run a maximum of 100 Mbps. Any cabled connections will need to use Cat5E above network ethernet cables. *Prices may vary based on location and local exchange *90-day rolling minimum term., then switches to a 30 day rolling contract Availability to UK homes: 3.500.000 premises.
Prices may vary based on location and the CityFibre network. The monthly price for monthly services will rise in April each year by the rate of inflation plus 3.9%, from April 1st 20245
Δ Price compared to BT and TalkTalk Broadband Only Deals advertised cost on the BT and TalkTalk website dated 07.02.2024 (Subject to change)
One off - 100% ULTRAFAST Full Fibre Broadband Activation costBroadband service moves to a 30-day rolling contract after the first 90-daysOur Existing customers
Existing Simple Telecoms Phone Line Customers
One off setup cost £58.50*
Includes Wi-Fi Fibre Router
Includes standard engineer visit
30-day rolling contract *
Ttransfer existing serviceFREE Migration/transfer existing service where there is an existing live ONT listed
Includes Wi-Fi Fibre Router
NO engineer visit
30-day rolling contract ** New CityFibre FTTP InstallationNo existing infrastructure listed.
New installation of ONT
One off setup cost £78.50
Includes Wi-Fi Fibre Router
Includes standard engineer visit
30-day rolling contract *
100% Full Symmetrical Ultrafast Fibre Broadband Only plan informationFull Fibre 160 - Data only: no phone line ‡ Ψ
- Price and service is subject to location and CityFibre availability.
- A Credit check may be done before your order is accepted.
- Your contract's minimum length is 90 day and it runs from the day your service is installed.
- After the first 90-days you’ll be able to cancel your service with just 30 days’ notice.
- Early termination/reminder of contract charges will apply if the service is cancelled within the minimum 90-days contract term.
- The Ultrafast 160Mb/s offer for the entire minimum term of your contract is £29.98 a month including VAT*
- The monthly price of Ultrafast 160Mb/s will rise in April each year by the rate of inflation plus 3.9%, from April 1st, 2024.
- All plans are subject to certain conditions (including location and exchange) Your monthly payment is by Direct Debit only.
- The Ultrafast 160Mb/s broadband service may require an installation by an Openreach engineer.
- An appointment date and arrival time slot will be agreed when you place your order, this can be changed up to 48 hours prior to the appointment date.
- The installation typically takes 1-2 hours. If the appointment is missed due to the engineer being unable to get access to your property you may be charged.
- The Ultrafast 160Mb/s offers an average download speed of 150Mb/s, and upload speed of 100Mb/s
- The absolute guaranteed minimum speed on our service is 70Mb/s download and 35Mp/s upload, however, this is at times of total network congestion, which is extremely unlikely to happen.
- ‡ Speeds are measured up to the Router from the ONT, and using a direct connection, not over WiFi. Speeds are also determined by the website/s you are visiting.
- Ψ It’s the customers responsibility to check that their devices and computer/s can run the service you have selected. As older computers, Hubs, and other older devices can normally only run a maximum of 100 Mbps. Any cabled connections will need to use Cat5E or above network ethernet cables.
Full Fibre 500 - Data only: no phone line ‡ Ψ
- Price and service is subject to location and CityFibre availability.
- A Credit check may be done before your order is accepted.
- Your contract's minimum length is 90 day and it runs from the day your service is installed.
- After the first 90-days you’ll be able to cancel your service with just 30 days’ notice.
- Early termination/reminder of contract charges will apply if the service is cancelled within the minimum 90-days contract term.
- The Ultrafast 500Mb/s offer for the entire minimum term of your contract is £38.98 a month including VAT*
- The monthly price of Ultrafast 500Mb/s will rise in April each year by the rate of inflation plus 3.9%, from April 1st each year.
- All plans are subject to certain conditions (including location and exchange) Your monthly payment is by Direct Debit only.
- The Ultrafast 500Mb/s broadband service may require an installation by an Openreach engineer.
- An appointment date and arrival time slot will be agreed when you place your order, this can be changed up to 48 hours prior to the appointment date.
- The installation typically takes 1-2 hours. If the appointment is missed due to the engineer being unable to get access to your property you may be charged.
- The Ultrafast 500Mb/s offers an average download speed of 400Mb/s, and upload speed of 300Mb/s
- The absolute guaranteed minimum speed on our service is 70Mb/s download and 35Mp/s upload, however, this is at times of total network congestion, which is extremely unlikely to happen.
- ‡ Speeds are measured up to the Router from the ONT, and using a direct connection, not over WiFi. Speeds are also determined by the website/s you are visiting.
- Ψ It’s the customers responsibility to check that their devices and computer/s can run the service you have selected. As older computers, Hubs, and other older devices can normally only run a maximum of 100 Mbps. Any cabled connections will need to use Cat5E or above network ethernet cables.
Full Fibre 900 - Data only: no phone line ‡ Ψ
- Price and service is subject to location and CityFibre availability.
- A Credit check may be done before your order is accepted.
- Your contract's minimum length is 90 day and it runs from the day your service is installed.
- After the first 90-days you’ll be able to cancel your service with just 30 days’ notice.
- Early termination/reminder of contract charges will apply if the service is cancelled within the minimum 90-days contract term.
- The Ultrafast 900Mb/s offer for the entire minimum term of your contract is £44.98 a month including VAT*
- The monthly price of Ultrafast 900Mb/s will rise in April each year by the rate of inflation plus 3.9%, from April 1st each year.
- All plans are subject to certain conditions (including location and exchange) Your monthly payment is by Direct Debit only.
- The Ultrafast 900Mb/s broadband service may require an installation by an Openreach engineer.
- An appointment date and arrival time slot will be agreed when you place your order, this can be changed up to 48 hours prior to the appointment date.
- The installation typically takes 1-2 hours. If the appointment is missed due to the engineer being unable to get access to your property you may be charged.
- The Ultrafast 900Mb/s offers an average download speed of 800Mb/s, and upload speed of 500Mb/s
- The absolute guaranteed minimum speed on our service is 70Mb/s download and 35Mp/s upload, however, this is at times of total network congestion, which is extremely unlikely to happen.
- ‡ Speeds are measured up to the Router from the ONT, and using a direct connection, not over WiFi. Speeds are also determined by the website/s you are visiting.
- Ψ It’s the customers responsibility to check that their devices and computer/s can run the service you have selected. As older computers, Hubs, and other older devices can normally only run a maximum of 100 Mbps. Any cabled connections will need to use Cat5E or above network ethernet cables.
Adding PAYG phone line Plan - Keep your number Need to just keep your old copper phone number - You may have had your telephone number sometime, and would like to just keep your telephone number live. We can move your existing telephone line number, or you can have a nice new number, all free of charge. Then all you do is plug your telephone handset into the router we send...simple. There is NO cost for inbound calls, you just pay for your outbound calls as and when you make any.
- NO cost for incoming calls
- Monthly telephone line rental £2.50 / month
- Calls to UK landlines cost 6p a minute, day or night.
- Calls to UK mobiles cost 10p a minute, day or night.
- Call connection charges 10p per call, day or night.
- Free Caller ID
- 1471 last caller service included
- Voicemail 1571 can be added for £1.00 per month inc VAT if required
- Add a Nuisance call blocker to the line for £1.50 per month inc VAT if required
We also offer call inclusive call plans as well. Please just give our customer service team a call on 0330 122 0000 and they will be happy to go over these for you. Adding Calls Included phone line Plan - Keep your number Need to just keep your old copper phone number - You may have had your telephone number sometime, and would like to just keep your telephone number live. We can move your existing telephone line number, or you can have a nice new number, all free of charge. Then all you do is plug your telephone handset into the router we send...simple. There is NO cost for inbound calls.
- Monthly telephone line rental £4.98 / month
- Unlimited UK landline calls anytime day or night for 180 minutes per call** - 01/02/03 UK Landlines p/m
- 500 minutes per month to call UK standard mobiles, at anytime***
- 03 UK Landlines - Max 30% of inclusive landline minutes.
Calls over the 180 minutes to UK standard landline numbers starting 01, 02 and 03 always cost 2p per minutes, NO call connection cost.
Over the 500 included mobile calls to UK standard mobiles cost 7p peak, and 4.5p off peak, NO call connection cost.
*After 120 continuous minutes to a UK landline numbers starting 01,02, and 03. The standard rate for the remainder of the call over the 120 minutes will apply. Customers should hang-up before 120 minutes and re-dial to avoid additional charges.
**After a total of 500 minutes per month to UK standard mobiles have been used the standard mobile rate for mobiles calls made will apply depending on the time of day.
UK included standard mobile minutes are for mobile networks O2, Orange, T-Mobile, Vodafone, H3, EE, Three and other providers in charge bands FM1, FM3, FM4, FM5 and FM6 at any time. Other mobile networks are charged at a different rate. Please note this does not include calls to Lyca or Lebara mobiles or any mobile virtual network operator not based on the UK GSM cellular network. Weekends are Saturday 00.00 to Sunday 23.59. Daytime Monday to Friday 7am to 7pm. Evenings & nighttime Monday to Friday before 7am & after 7pm. Included UK landline calls are subject to a Fair Usage (FUP)
To safeguard against "Bill Shock" All accounts also have a credit limit for chargeable calls. Once this limit has been reached your service may be restriucted until the following billing period.
CityFibre Full Ultrafast Fibre Broadband Only Frequently Asked QuestionsWhat is the CityFibre Full Broadband Only Service? CityFibre is a brand new full fibre network, built from scratch and designed for the digital age. Their network will deliver full fibre broadband that is faster, smoother and more reliable. Most ‘fibre’ broadband connections aren’t what you think. The reality is, for most homes, the ‘fibre’ only makes it as far as the end of your street, the final stretch to your home is using the same copper wire that was used to make phone calls back in 1877.
CityFibre recognises that life’s easier when the things that should work, just work. Broadband is one of those, so why settle with ‘ok’? CityFibre's full fibre network extends all the way into your home and delivers a broadband connection so reliable you won’t have to think about it again. How do I switch from another CityFibre provider? You certainly can. We’ll work with you to establish the migration date from your current provider, then we’ll take care of the rest. What router will I receive? You will receive a Zyxel VMG8623-T50B router
Your new router will arrive preconfigured and enables the best performance possible to access CityFibre services.
The router features
- 4 x Gigabit LAN sockets for directly connecting wired devices at gigabit speeds.
- Dual band WiFi 5Ghz 802.11AC and 2.4Ghz 802.11B/G/N for incredible wireless speeds to modern devices while also enabling legacy devices to seamlessly join the CityFibre network.
- 1 x Gigabit WAN socket for FTTH/FTTP/FTTM services
- 1 x RJ11 socket FTTC/ADSL services
- 2 x FXS Telephone sockets enable VOIP capabilities to your existing analogue phone/s
‡ What Ultrafast Fibre Broadband speed can I get?
We offer three CityFibre Ultrafast Fibre Broadband packages with different speeds. Going from just 160Mb/s up to a whopping 900Mb/s feed. Speeds are measured up to the Router, not over WiFi. Our Fibre broadband is subject to CityFibre availability, geographic location, computer specifications, the website being visited and an exchange check.
Simple Telecoms Broadband provision CityFibre residential lines with the highest residential Cityfibre line profile available to any ISP. This line profile has a 1Gbps peak downstream and upstream rate. A small amount of this throughput will be consumed by overhead so we advertise our products as “up to” speeds slightly lower than the profile peak (E.g 160/500/900Mbps). The CityFibre Broadband core network is built to backhaul high volumes of IP traffic, so you’ll see the best possible internet service deliverable to you via the CityFibre network. Given the GPON design of the CityFibre FTTP network, customer connections are contended. For this reason committed rates are considerably lower than peak rates. Juice Broadband residential customers consistently receive service close to or at the advertised “up to” speeds.
What contract lengths do you offer? * We start on a 90-day minimum contract length – Once the first 90-day has passed the contract moves to a 30-day rolling contract with 30 days notice. we don’t tie you into constricting long-term contracts. Do you offer minimum guaranteed download speeds like BT? As an SME we are not required to subscribe to the Ofcom Broadband Speeds Code of Practice like BT or Virgin. In reality these guarantees are not very appealing to end users; as the minimum guaranteed speeds often given to you are quite low to cover for themselves for this, plus you would have to suffer 30 consecutive days of low speeds before you can expect/request any compensation or terminate the contract.
So Instead of subscribing to the Ofcom code of conduct, we try to deliver the fastest possible speed to every user at all times. This means that even at the busiest of times you will still receive a faster and more reliable service than most other Fibre broadband services. Because of the way the network is designed, the absolute guaranteed minimum speed on our service is 70Mb/s download and 35Mp/s upload, however, this is at times of total network congestion, which is extremely unlikely to happen. If you are consistently experiencing speeds lower than that and we can’t fix it within 30 days – you are free to cancel your agreement with us without penalty. Please remember, speed is measured up to the router, and not over WiFi or speed test software. How much data can I download? All of our broadband packages are totally unlimited. This means you can download as much as you want, whenever you want and we won't slow you down at any time. However, like all other providers, in order to protect our customers and our network we have FUP and AUP policies in place. These obligations require your use of our services to be for private, personal, and legitimate consumer purposes, and not for business usage. Can I change my broadband service and speed? Yes, you can move broadband speeds, however, this would be classed as a change of service and there would be a cost to do this.as this is classed as a new service. You will also need to make sure your devices and computer/s can run the service you have selected. As older computers, Hubs, and other older devices can normally only run a maximum of 100 Mb/s. Why do you have to drill into my property? Very Similar to your existing copper or coax cable, a CityFibre engineer we will need to bring your full fibre cable into your property, to do this, they will drill a small hole through an external wall and thread the cable through it; for taller buildings and flats, to ensure their engineers comply with Health and Safety guidelines, thay may also drill a small hole on your external wall to attach their ladders whilst working at height. This is a Health and Safety requirement. So if you live in a listed building you need to let us know beforehand. Before carrying out any works on your property, the engineers will confirm all requirements for drilling with you. I've got an install appointment booked, how long does it take? The CityFibre engineers will usually complete your full fibre install in 2-3 hours and it is essential that someone over the age of 18 and able to agree on the route for the cable to enter the property is at home during the appointment. Whilst they do their best to start and complete the install within your allocation appointment time slot, each install is unique and many take more, or less time to complete. I live in a flat, how will I be connected? Your building may already be set up with Full Fibre allowing CityFibre engineers to bring the Full Fibre connection into your home.
If your building hasn't had CityFibre installed yet, you may need to gain permission from landlords and neighbours to get connected, this permission is known as a Wayleave agreement. For more information on Wayleaves agreements please contact us. My install wasn't completed, what happens next? Who do I contact? Whilst most installs are straightforward, nothing is 100% guaranteed on the day. On occasion CityFibre may need to do a deeper investigation and resolution, for example clearing a blockage in their underground network. Please be assured that CityFibre is moving as quickly as possible to get things working and your installation completed. We will keep you updated as soon as we have one from CityFibre. But we will be working directly with them to provide updates on the progress of each individual case. In the cases where your telephone number has been ported we will set up a free divert to your mobile phone, so you will not miss any inbound calls. I've been told that my property needs a pre-install inspection, what is that and why do I need it? For most full fibre installations, CityFibre will lay their fibre cable through newly created underground ducts. However, in some areas where this is not possible, so thay utilise existing infrastructure (e.g. existing underground network or via overhead poles). To avoid any changes to your agreed installation date, we arrange a ‘pre-install visit’ to your street, for their engineering partners to check that the existing infrastructure is fit for purpose so that the team can make any necessary preparations for your installation date. Usually, you would not need to be present for this pre-survey, however, sometimes thay might discover that work is needed on the existing infrastructure, for example, to clear blockages. If it is identified that any work is needed on your property, this will only be undertaken after the CityFibre team has spoken with you and they have your permission for the work to go ahead. As with all work undertaken by CityFibre, their teams will ensure that they clear up after themselves and leave your premises as they found them. Will changing my PAYG Telephone call plan change the cost of the broadband?
Changing from the PAYG call plan to another calls included Digital line plan will increase your monthly rental cost per month. We also have a small admin charge for moving call plans. Furthermore, this can only be done at the start of a new billing period. We have a number of calls including call plans to choses from. Just give us a call on 0330 122 000
Can I get a free email address? We can provide you with a FREE email address providing you have a live CityFibre broadband connection with us. If you move or terminate the broadband service with us, the cost would be £3.99 per month inc VAT to retain the email service. All email services are POP3 and include Spam filtering and advanced anti-Virus which is continuously updated automatically. You can send and retrieve emails from your PC and mobile phone, as well as from any PC via our online web interface. Fault response times (Please take the time to read) First and foremost, Full Home Fiber feeds do not come with any SLA (Service Level Agreement) as this is classed as a basic residential service. A response does not always mean that the fault will be fixed. For example, if there is a storm and a pole or Fibre Line is physically damaged the fault may take longer to rectify. The response is just an initial assessment of the problem by the engineer and, where possible, their estimate of when it will be sorted. Obviously, if it can be fixed at this initial assessment, it will be. But if a major fiber cable has been cut due to digging (which happens more than we would like) then there can be a much longer delay in the fix time.
Fault reporting operates during normal working hours. For the reporting of faults, the Simple Telecoms helpdesk is available, 24 hours a day, seven days a week (including UK Public and Bank Holidays). However, Faults can only be logged with the underlying provider between 9AM and 6PM Monday to Friday, excluding Bank Holidays and Weekends. Outside of these periods a fault will be progressed by us between the hours of 09:00 -20:00. If a fault is found this will be passed to the underlying provider to investigate. We will then have a clear/response to the fault within 48 working hours of receipt of the fault report, excluding any allowable parked time.
Important information - Here's the Legal BitsAll new orders are covered by a statutory 14-day cooling-off period beginning on the date you agree to our services. In some cases, we can expedite your installation or activation. However, if your service is activated within these 14 days, you waive your right to cancel. If an ongoing order is cancelled, no additional orders will be accepted for the same name, address, or telephone number for 36 months from the cancellation date. General Terms and conditions All CityFibre services are provided on a 90-day minimum contract length – Once the first 90-day has passed the contract moves to a 30-day rolling contract with 30 days notice. Addendum - Broadband Services Addendum - VoIP Services (Digital Voice) Consumer Price Index Rate Increase If you sign up to a new contract or renew your contract for a telephone service (including call charges, features, add-ons, broadband, mobile and VoIP plans) the monthly price will increase each year from April 2025. That increase is based on the Consumer Price Index (CPI) Rate of inflation which is published in January each year plus 3.9% Emergancy Services Listing (999, 112) It is the end user’s sole responsibility to notify us of a change of address/location where the service is being used on a permanent basis. This will be used by the police, fire, and ambulance services to provide 999 services to the caller, and allows them to identify who is calling. The Service can be accessed from within England, Wales, Scotland, and Northern Ireland. If you use the Service outside England, Wales, Scotland, and Northern Ireland you will not be able to call emergency services in the country where you are located. Billing monthly charges for services You will be charged rental from the day Simple Telecommunications Ltd supplies the service. All chargeable services are paid in advance. The first invoice will show a charge for the whole month in which the invoice is issued and for the whole of the following calendar month. (2 whole months.) This advance payment means you'll have covered your 30-day notice period for cancellation, allowing us to terminate your service/s for you the same day you notify us should it become necessary. It will also include the part month during which the service went live with us. Services are provided subject to status and or credit check. Credit Limit and Credit Check When you apply for any telephone or Broadband service contract with us we will perform a hard credit check on the user and the address the service is being provided at. We may also credit check the bill payer if different to the user. This will involve a credit reference agency to confirm your identity/s. They'll also examine your financial records and borrowing history. Using this information provided by the credit-rating agency, which in our case is Creditsafe. We will then make a decision whether to accept you for the contract/service you’ve applied for. This decision is made solely by our credit-checking team based on the information from Creditsafe. A credit check is ONLY performed once a direct Debit has been set up with us, as this is regarded as an acceptance of our terms and conditions, and intent to apply for a service. If your credit rating prevents you from getting a contract from us we may offer a tailored solution for people with bad credit. If your application is accepted a credit limit will be placed on the account for any chargeable calls. This safeguards our customers from running up a large bill. If this credit limit is reached outbound calls will be barred other than 999 freephone and the NHS helplines. However, if you have a Care Alarm this may cease to operate if your credit limit is breached. Call spend Warnings can be set up within our online billing system, and we strongly recommend this is done. Please note. Any credit check performed be it on the end user and or the bill payer will show on your/their credit history.
Who is CreditSafe? - Creditsafe, are global intelligence experts, specialise in business and consumer credit checking, and is the world's most used provider of online credit reports. Your credit history is checked by CreditSafe. If you have any questions about your credit file you'll need to speak directly to CreditSafe. We only accept Direct Debit for monthly service payments. Our Direct Debits are regulated by the Financial Conduct Authority as an Authorized Payment Institution. Your payments are protected by the Direct Debit guarantee. Direct Debits are set up directly via our website or by email. No more filling out paper mandates and posting them back. Services and paying via Direct Debit are subject to status and or credit checks. What happens if I want to cancel my service?
Simple, If you want to cancel your service, please call us on 0330 122 0000 to give notice. Please remember if you cancel your service within the first 90-days of the contract you will need to pay the remainder of the term left. You will also lose your telephone service if you have one running on the services as well. If you wish to retain your telephone service, you will need to move to one of our phone line only services. There may be a small admin cost to do this.
Fair Usage Policy (FUP) and Acceptable Use Policy (AUP) Like all other providers, in order to protect our customers and our network, we have FUP and AUP policies in place. These obligations require your use of our Services to be for private, personal, and legitimate consumer purposes. For information on our FUP and AUP policy, please click the link below. Digital Voice Telephone Full Terms and Conditions. Information on Telecare and personnel Care Alarm systems Customers who are vulnerable or using pendant service need to contact their service provider, as not all personal/care alarm services are compatible with digital telephone lines. It's the equipment provider's responsibility to make sure their equipment is compatible with digital lines, not the underlying service provider. We strongly advise that you check with your alarm provider before committing to taking a digital line, as moving back to a copper-based line may not be possible to reverse. Click here for more InformationInformation on Home Alarm systems Broadband Fault Care Levels and Response Times (Please take the time to read) First and foremost, Full Home Fiber feeds do not come with any SLA (Service Level Agreement) as this is classed as a basic residential service. A response does not always mean that the fault will be fixed. For example, if there is a storm and a pole or Fibre Line is physically damaged the fault may take longer to rectify. The response is just an initial assessment of the problem by the engineer and, where possible, their estimate of when it will be sorted. Obviously, if it can be fixed at this initial assessment, it will be. But if a major fiber cable has been cut due to digging (which happens more than we would like) then there can be a much lomger delay in the fix time.
Care operates during normal working hours. For the reporting of faults, the Simple Telecoms helpdesk is available, 24 hours a day, seven days a week (including UK Public and Bank Holidays). However, Faults can only be logged with the underlying provider between 9AM and 6PM Monday to Friday, excluding Bank Holidays and Weekends. Outside of these periods a fault will be progressed by us between the hours of 09:00 -20:00. If a fault is found this will be passed to the underlying provider to investigate. We will then have a clear/response to the fault within 48/72 working hours of receipt of the fault report, excluding any allowable parked time. Ownership of Broadband Routers and ATAs As of 1st of September 2021, we own all new Simple Telecom provided routers, Hubs and ATAs sent out to customers. Not applicable to routers, Hubs and ATAs purchased previously by our customers. When you replace routers, Hubs and ATAs or leave Simple Telecoms, you will be required to return those items to us. If the unit/s are not returned, you will be liable for a charge. You have a total of 30 days to return your items, which includes the time taken for us to send out shipping labels. If you prefer, you may also post the equipment back using the Royal Mail. Proof of postage will be needed. The monthly price for monthly services will rise in April each year by the rate of inflation plus 3.9%, from 2024. |
