Frequently Asked Questions

Full Fibre based broadband is the new generation of broadband, which uses Full Fibre optic cable all the way to the home or business premises. As it does not involve any copper connection from the street cabinet it is much faster (up to 1Gbs), and more reliable.

Services provided by ISP’s (Internet Service Providers) will enhance your current internet experience by enabling access to a wide range of applications and services, including;

Video on demand

Social Media

Unrivalled gaming

Remote working

High Definition video calling

Virtual storage.

Current packages range from 100Mbps to 1Gbps. The network is future proofed to increase bandwidths as bandwidth profile requirements grow. The network is built using fibre optic cables throughout, with the active (electronic) light generating equipment determining what maximum speeds are achieveable. The initial rollout of the network will be based upon XGS-PON technologies, but can be upgraded, following the PON standards up to superPONs by adding new cards to the street cabinet and changing the customer premises equipment.

Fibrus started rolling out Full Fibre broadband within the Penrith and Kendal areas in 2022. You can check if you are connectable here.

Our remit for the Gigabit project is to maximise the number of premises passed within the commercial and time envelopes provided. Our network build sequencing therefore prioritises areas where there is both existing infrastructure as well as backhaul already in place and enables us to get moving quickly.

Whilst we are limited by the need to co-ordinate resources on the ground in each geography, we will be working on multiple locations at any one time. Typically, there will ongoing deployment activity in 3 or 4 locations simultaneously.

Find out if your house or business is included in the deployment plans by using the postcode checker. The postcode checker will provide information about coverage, dates, and locations. 

If your property is not included in the intervention area for Hyperfast GB and you have concerns about how this decision was reached, please contact Building Digital UK at correspondence@dsit.gov.uk. 

If the postcode checker on the HyperfastGB website indicates that your premises are deferred, you should contact Building Digital UK (BDUK) for further information.

You can reach BDUK at correspondence@dsit.gov.uk. They will be able to provide you with updates on your area’s status and any plans for future broadband improvements. 

Premises that are out of scope are not currently included in the intervention area for HyperfastGB. This decision is typically based on factors such as existing network coverage, the availability of other broadband solutions, and the cost of extending the HyperfastGB network to these areas. 

Hyperfast GB uses some of Openreach’s passive infrastructure, such as ducts and poles, to deploy its advanced fibre-optic network in certain areas. By using existing passive infrastructure where possible, Hyperfast GB minimises disruption and environmental impact while expanding high-speed internet access throughout the United Kingdom.  

It is important to emphasise that Hyperfast GB fibre network is entirely independent of Openreach/BT. The active components, including cabinets, fibre, and equipment, are unique to Hyperfast GB and not shared with Openreach. This complete separation ensures that the Hyperfast GB network provides a distinct and independent broadband option for consumers, offering more choice and flexibility in selecting their broadband services. 

In areas such as the Lake District National Park, Hyperfast GB takes great care and planning to minimise the visual and environmental impact of the network expansion. While some new ducting and poles might be necessary, efforts are being made to limit the number of poles to the absolute minimum. 

If new infrastructure, such as ducting or poles, is required on private land, a Wayleave Agreement will be established with the landowner. 

We will seek to work with the freeholder of the land and building to find a solution to deliver the service to your home or business. 

To enjoy the high-speed internet provided by the Hyperfast GB network, you will need a compatible modem and router. Your chosen supplier will recommend equipment to ensure optimal performance. 

While it is possible to use your own equipment with services on the Hyperfast GB network, we strongly recommend using devices approved by your supplier. This ensures the best performance and compatibility. Please contact your supplier for guidance on compatible devices. 

Hyperfast GB will install its own cabinets in optimal locations to connect homes, even if it’s outside the village. They will bring fibre directly to your home, bypassing the need for the existing cabinet. So, you’ll still get high-speed internet regardless of the distance to the Openreach cabinet. 

Suppliers (ISP) 

Internet Service Provider. A company that provides internet access to customers. 

Fibre-optic networks? 

A high-speed internet network that uses fibre-optic cables to transmit data. The Hyperfast Network is not joined to any other network e.g., Openreach. 

Building Digital UK (BDUK)  

Building Digital UK (BDUK) is an executive agency of the Department for Science, Innovation and Technology (DSIT). They are responsible for the rollout of gigabit-capable broadband in hard-to-reach areas of the UK. 

Wayleave Agreements? 

A written agreement granting permission for infrastructure installation, maintenance, or repair on a property. 

Fibre to the home/property (FTTH/P)? 

Direct fibre-optic connection from the broadband network to a property without using copper phone cables.  

Upgrading landlines to digital technology – what you need to know – Ofcom

The technology that we currently use to make landline phone calls is due to be upgraded over the next few years. But what does this mean for you as a landline customer?

Landline phone calls have traditionally been delivered over the old telephone network – this is known as the Public Switched Telephone Network (PSTN). BT has taken the decision to retire the PSTN by December 2025 and other providers plan to follow a broadly similar timescale. This means that in future, landline calls will be delivered over digital technology called Voice over Internet Protocol (VoIP), which uses a broadband connection.

Source: ofcom.org.uk 2024

Upgrading landlines to digital technology – what you need to know – Ofcom

Unlike traditional phones, a phone connected to a broadband router will not work in a power cut, as the router gets its power from the mains. If you rely on your landline – for example, you don’t have a mobile phone, you’re unable to use a mobile phone or you don’t have mobile signal inside your home – your provider must make sure you are able to contact the emergency services during a power cut. This could be in the form of battery back-up so your landline will continue to work or giving you a basic mobile phone to use in this situation.

Source: ofcom.org.uk 2024

Whilst we hope our customers never have a reason to complain, below you can find our Hyperfast Complaints Code of Practice.

Hyperfast Complaints Code of Practice

If you’re unhappy with our services (as defined in the Hyperfast complaints code of practice) , please let us know as soon as possible by emailing:
complaints@hyperfastnetworks.com. We’ll do our best to sort things out as quickly as possible.

Please find below our Modern Slavery Policy document:

Anti Slavery Policy