F.A.Q.s - existing account & joining Fibrus questions ETC.
Q. I'm thinking of joining Fibrus how do I get the £50 shopping voucher?
A. Before you join Fibrus see this post for the all the details how to get the voucher.
Q. How do I claim from my previous provider (buy-out) ?
A. Fibrus have a online form which you need to complete - https://fibrus.com/existing-contract-buyout/ Remember to cancel your contract with your existing provider, Fibrus can not do this for you. Wait until your service is active with Fibrus before cancelling.
Q. When should I cancel my old provider ?
A. Normally you have to give 30 days notice to your old provider to cancel your contract. Its best waiting until your Fibrus connection is installed before cancelling your old contract with your current provider.
Q. I have the 300Mb package, how can I get the 500Mb package?
A. The 500Mb package is available for new customers ( from 01/05/24) or those who have ordered and awaiting installation. If you are currently on the 300Mb package, you will be able to renew with the new 500Mb package when your contract is up.
Q. How can I check to see if I can get Fibrus in my area ?
A. You can check and see if you can get Fibrus in your area by entering your post code via this link - https://fibrus.com/availability/ (if you are currently unable to get Fibrus in your area, its always worth checking back as more areas are added all the time).
Q. I received a email from the government regarding DCMS gigabit voucher scheme, what do I do ?
A. If you have joined Fibrus recently and received a government email, regarding DCMS "(Dept. of Culture, Media & Sports) Gigabit Voucher Scheme", this is to do with your new Fibrus install and needs to be completed. The gigabit voucher covers your install fee. (email will end in .gov).
THIS ONLY APPLIES TO FIBRUS CUSTOMERS WHO ARE PART OF DCMS ELIGIBLE AREAS.
Full details regarding this here - https://www.facebook.com/groups/fibrususers/permalink/1234459427262997
Q. Can I get the new eero router instead of my Nokia router?
A. Existing customers with Nokia routers; if your out of contract and looking to renew you can change to the eero kit for free.
Q. How much is a static IP ?
A. Static IP information - https://fibrus.com/help-nokia/change-my-package/static-ip/
Q. Are the eero routers included with a static IP ?
A. Yes the eero routers are included with a static IP (you will get 1 or 2 eero routers depending on the package chosen). Check - https://www.facebook.com/groups/fibrususers/permalink/1222149528493987
Q. I am moving home. Fibrus availability checker is telling me that it's not available at the new house. I know that other properties on the same street have Fibrus. How is this?
A. The projects that are funded by the government have quotas. Once this quota has been reached, Fibrus no longer supply the lead in connection for free. If you want to privately pay for the connection, this can be done as a cost to the customer.
Please beware of a possible waiting list for self fund / self build projects, please keep this in mind if your thinking about doing this.
Q. I am a heavy user. Fibrus, states unlimited usage, what is the fair usage policy?
A. Fibrus does not have a traffic management policy in place. The Fibrus systems does flag excessive usage. Fibrus will contact you if this is the case.
Q. My internet connection has been down for the past number of days. Do I still pay for the down-time.
A, Please contact Fibrus customer services in relation to compensation claims. Customers are not expected to pay for outage times and dates.
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