Any other questions please contact our support team if you're an existing customer or our sales team if you're enquiring about switching to purebroadband.
- How do I know what packages are available in my area?
I’m already locked into a contract with another supplier, is there anything I can do?
If you get in touch with your current supplier, they’ll be able to tell you how long you’re tied into a contract with them for. If you’d like us to contact you a few weeks before your contract with your current provider is due to end then we can send you a reminder and get your purebroadband connection ready. Get in touch with our sales team on 01482 778838.
I need to cancel / rearrange my installation appointment, how should I inform you?
You can call us on 01482 778838 at the earliest convenience to rearrange. We require a minimum of 48 hours notice.
How do I pay my bill?
Our payment method is direct debit. If your payment fails, you can make an alternative payment via card over the phone or you can visit our shop to make the payment cash or card. If no payment is made within 48 hours of your bill due date, the connection is suspended until the payment is made. Once the payment is made the connection resumes within 24 hours.
- How do I set my router up?
What speeds should I expect?
Different packages achieve different speeds. If you head over to our packages page and find the package you’re on, you’ll see details of what speed you should achieve. To check your speed head to: www.speedtest.net/ If you’re not achieving the correct speed you believe you should on your package please get in touch with our support team who will investigate.
How do I do a speedtest?
Simply head to www.speedtest.net/ and hit ‘go’ - that website will bring up your internet speed results. If you believe you should be achieving higher speeds then please don’t hesitate to get in touch with our support team who will investigate.
How do I change / check the channel on my router?
You may wish to check your wifi channel if you’re experiencing issues with your wireless devices such as slow speeds or disconnects.
Please use these links:
Windows wifi analyser
Android Wifi analyser
Wifi analyser for MAC (Built into MAC)
What should I expect on the day of installation?
There are 4 steps to an installation:
#1: We will start by carrying out a site survey to ensure signal levels are of a high standard.
#2: We will then begin installing the hardware on your property ready for the internet connection to go live.
#3: Once the router is installed, our team will ensure your devices are connected
#4: We will complete the contract and direct debit form on the day of the installation. Then you’re good to go!
Please get in touch if you have any more questions about this.
If I have a problem with my internet, how should I get in touch?
Our support team is on hand to answer any questions you may have. There are many ways to get in touch with them such as email, telephone, Facebook messenger or popping into the shop. To see all the details on how to get in touch click here.
How do I cancel my contract?
We’d hate to see you go, but if you do need to cancel your contract with us then please call our accounts team on 01482 778838. They will let you know your cancellation period depending on your current contract with us.