Frequently Asked Questions

Connex Fibre owns the routers and access points. If they stop working, please contact support@connexfibre.co.uk for repair or replacement. You may be liable for any loss or damage to this equipment.

Please contact support@connexfibre.co.uk and we will remove any unused equipment.

Connex do not provide any landline telephones, although the network is capable of providing a landline service via ‘VOIP’ (Voice Over IP) equipment. You are free to choose any third party ‘VOIP’ telephone provider. If you require any assistance please contact support@connexfibre.co.uk who can provide a list of trusted suppliers.

The advertised speed is for a wired connection at the router. The actual speed that you see on your device will be affected by a number of factors depending on the specification of the equipment that you are using and in the case of Wi-Fi, how far away you are from the closest transmitter and if there are any obstructions such as walls. However, you should experience very close to your advertised speed. If you feel that you are not receiving adequate speed of service, please contact out support team, who will look into it for you.

No, your contract will be monthly. It will automatically renew every month unless you contact us to cancel your contract.

Yes, you can upgrade your service at any time. This can be done through the customer login page on our website. If you require assistance, please contact our support team.

Yes. We understand the importance of a strong Wi-Fi signal and additional Wi-Fi access points have been installed in your home to ensure good coverage throughout.

At Welborne the vision was to limit the proliferation of telecoms providers digging up the streets to provide competing services. We are striving to take the hassle out of fibre broadband by providing it as part of the Welborne experience and pre-installing one of the fastest and best value broadband services in your home from the day that you move in.

Yes, even the lowest speed package available far exceeds the published minimum speed requirements for Sky Glass and Sky Stream. As satellite dishes are not permitted at Welborne, if you are a Sky Q customer you will need to contact Sky to change your package to Sky Stream or Sky Glass.

You may end your service through the customer login page on our website – connexfibre.co.uk Your service will continue to run until the end of the contracted month that you are in when you cancel. If you require assistance, please contact our support team.

Ofcom have introduced the One Touch Switching process. The process is designed to make it quicker and easier to swap between different phone and broadband providers at your current address, particularly for those providers that use the Openreach network.

To swap to another broadband provider, you need to contact your chosen new provider, who will handle your request, including ceasing your existing service.

No, you can only use the process to swap services at the same address. If you are moving in to a new home for the first time and want Connex Fibre, you just need to place an order via our website. All the details for you to order and get an immediate live service will be in your new property. You will need to contact your existing provider and cancel your contract before you move.

Yes, any broadband provider can contact us. Should we receive a switching request, we will immediately email you to confirm the details. If your new provider sends us a switching order, we will cease your Connex Fibre service on the date they request.