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Frequently Asked Questions

Who are we

Fibrus is the exciting new company bringing Fibrefast Full Fibre Broadband to homes and businesses of Northern Ireland. Our Fibrefast Full Fibre Broadband means that you will no longer have to rely on the legacy of slow copper wires for your service. We are a Northern Irish company building a brand new network. All our staff are locally based so we can bring you excellent customer service and technical support when you need it.

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What do we do

It is a fibre connection going directly to your home or business and is not shared with other premises in the local area, know as FTTP or Fibre To The Premise.

Speeds

Fibrus provide an asynchronous and unlimited service with a minimum delivery of 100Mbp download and 30Mbp upload. 

We know how important a reliable broadband connection is to the modern family, now more than ever!

The good news is that you no longer have to tolerate unreliable speeds from old copper networks if your premise is included in our network. We deliver our Fibrefast Full Fibre Broadband directly to your door. Full fibre broadband delivers much faster speeds that are more reliable than copper networks, meaning that you can receive much faster download and upload speeds with Fibrus full fibre broadband.

However, a wide range of factors, such as distance from the router, thick walls and other wireless devices & electronics, can impact the Wifi signal in your home, leading to Wifi dead spots and lower download & upload speeds than expected when using wireless devices. The best way to maximise your download & upload speeds is to have a wired connection using an ethernet cable. However, we know that this is not always possible or practical. So to allow our customers to make the best of our fibrefast speeds we offer Mesh Wifi Boosters from £5 a month, which will limit the impact of any Wifi dead spots

A variety of environmental factors can impact Wi-Fi signal including but not limited to; other wireless devices in close proximity to the router, metallic objects, thickness of walls, other electronic devices. In order to ensure the best Wi-Fi signal, routers should be set in an open area and as far away as possible from other electronic devices.

We also offer Wi-Fi boosters to extend Wi-Fi reach within your premises, if you would like Wi-Fi boosters please contact our customer service team on 02890 993230

For best performance we would recommend a wired connection as this removes the possibility of interference from other devices and will provide the best and most reliable performance.

Our 1GB service is designed for homes and businesses with multiple high use devices, most individual wireless devices will not able to fully benefit from this speed as their maximum download speed is limited below 1GB. 

Benefits

Fibrus Fibrefast Full Fibre Broadband will only enhance your current services. Our product complies with Net Neutrality rules and accepts all content and applications meaning that you can access all TV content, content and sites using various modes of communication equipment.

  • Video On Demand
  • Social Media
  • Unrivalled Gaming
  • Remote Working
  • HD Video Calling
  • Virtual Storage

It's possible that you may experience Wi-Fi performance issues if you use Sky Q with your Fibrus broadband. Sky Q can cause a Wi-Fi degradation of performance, which is common across all broadband providers.

If you are experiencing issues on your Sky Q system and suspect that it may be related to the Wi-Fi network, there are a few steps you can try to troubleshoot and resolve the issue:

  1. Check that all devices [e.g., smartphone, tablet, laptop] connected to the Sky Q system are running the latest software updates. Updating the software can often fix bugs and improve performance. 
  2. Make sure all devices connected to the Sky Q system are compatible and meet the system's requirements. Some devices may not work properly with Sky Q or may not be compatible with the Sky Q system's networking standards. More information can be found on the Sky website https://www.sky.com/help/articles/sky-software-updates
  3. Check the network settings on the Sky Q system and all connected devices to ensure they are configured correctly by verifying the network name (SSID) and password are correct, these can be found on the back of your router. 
  4. Check for any physical issues with the Sky Q system or connected devices, such as damaged cables or malfunctioning hardware.
  5. Try resetting the Sky Q system and connected devices to their default settings, and then reconfiguring them.
  6. Change the Wi-Fi channel on either your router or the Sky Q box to stop the conflicts. To change on the Sky Q box, go down to Settings but don't press select. Instead type 0 0 1 and the ‘select’ button to open the hidden menu. From there you can change the 5GHz Sky Q mesh channel - try 44. Press Confirm and exit.
  7. Connect an ethernet cable from your Fibrus router to your Sky Q main box. Before connecting the ethernet cable go to Sky Q settings, network connection, network set up and select Reset. Once you see a reset message on the screen, connect the ethernet cable. 

By following these steps, you should be able to troubleshoot and resolve most issues with a Sky Q system that uses Wi-Fi. If the issue persists, seek additional assistance from Sky Q customer support.

Phone Line/VOIP

No, as you will have fibre connected directly to your home you will no longer need a traditional telephone line. If you however use your telephone line for making and receiving calls, we can provide you with an excellent low-cost alternative using VOIP (voice over IP) Technology.

Simple – its £10.00 per month which includes unlimited anytime calls and we port your number to our service free of charge. In addition, you can use your existing phone so no need to buy a replacement.

Connect your handset directly into the Fibrus router Tel1 port (left most grey port). When you received your router a VoIP adaptor should have been left. Your handset will plug into the adaptor which then plugs into the Tel1 port (left most grey port).

There are 4 main reasons why this could happen:

  • Check to ensure the volume for ringtone is enabled and turned up.
  • Ensure your handset is connected directly into the Fibrus router Tel1 port (left most grey port).
  • Ensure you are using the correct cable that came with the handset
  • This could be caused by the handset being designed for the old copper network which was powered by the copper line. On modern VoIP systems the handset must provide power to the ringer from its own power source.

If you have tried these 4 solutions and are still having issues please contact our customer service team on 028 90 993 230

Most modern handsets will work with our phone service, they will need to use the adaptor provided. If in doubt please refer to the manufacturer

Please contact our customer service team on 02890 993230 and they will be happy to arrange for one to be sent out.

VoIP requires the router to be powered on and working, In the event of a power failure the phone line will not work. It is recommended emergency alarms are not used on these types of platforms

No, for VoIP to work there must be a working internet connection on the router. Therefore, in the event of a power cut your phone line will not work. 

  • Calling to UK Landlines: use area code (028)+ (Contact number), i.e (028)+(90993230)
  • Calling out to UK mobiles are as they appear no additional numbers required, i.e 07512345678.
  • Calling abroad i.e, To call Ireland from United Kingdom, Dial: 00 - 353 - Area Code – (Land Phone Number). Dial: 00 - 353 – (9 Digit Mobile Number)


Voicemail service is added to our phone line as standard

Call divert can also be added by us, please contact customer service or our support team to have this setup.

To with-hold your number dial *90* before any number

No, the handset must be plugged directly into the Tel1 port of the router and will be completely separate to the previous telephone sockets.

Existing Contract

Once we have connected your premises to Fibrus we will advise you how to cancel your current servces. Please do not cancel anything until you are advised.

We will not connect you to Fibrus until we have discussed terminating your current service. If you can, ask your current provider for a termination charge for your broadband, but please do not cancel anything until we advise you to do so.

Ordering online

As with any broadband, mobile and telephone provider we ask you for your DD details at point of sale. This is standard practice and allows us to completely set your details up on our system. We will not use those details until your service is provided and you are happy with the product.

Yes you are fully covered under this scheme and the details are as follows.

This Guarantee is offered by all Banks and Building Societies that accept instructions to pay Direct Debits.

If there are any changes to the amount, date or frequency of your Direct Debit Fibrus Networks Ltd will notify you 10 working days in advance of your account being debited or as otherwise agreed. If you request Fibrus Networks Ltd Ltd to collect a payment, confirmation of the amount and date will be given to you at the time of the request.

If an error is made in the payment of your Direct Debit, by Fibrus Networks Ltd or your Bank or Building Society, you are entitled to a full and immediate refund of the amount paid from your Bank or Building Society. If you receive a refund you are not entitled to, you must pay it back when Fibrus Networks Ltd asks you to. You can cancel a Direct Debit at any time by simply contacting your Bank or Building Society. Written confirmation may be required. Please also notify us.

Installation

When you are connectable to our new service we will let you know. When you a request to switch a normal installation time is approx. 4-6 weeks.

Yes the engineer will complete the install, ensure the broadband is up and running, carry out speed tests and show you a demonstration on one of your devices.

The engineer will clean up and ensure the house is left as it was found. However there will be Fibrus infrastructure visible as agreed with you prior to installation

Yes you will be given a time slot of either AM (8am-12pm) or PM (12pm-5pm)

An adult (at least 18 years of age) must be present for the duration of the install who can make decisions relating to the installation

No, we do not remove the equipment from the previous provider.

WiFi Boosters

Our install team will set up your boosters when they visit your premises to install your broadband.

Please use this guide to install your boosters, if you require further assistance please contact us on 028 90 993 230

Download Set Up and Pairing Guide

Watch our explainer video

Business Broadband - Overview

All Fibrus broadband connections are Full Fibre connections that go directly to your business and are not shared with other premises in the area.  It is known as FTTP – ‘Fibre To The Premises’. The connection provides always-on access to the internet, with unlimited upload and downloads. 

Fibrus business broadband comes as a bundle that provides enhanced service levels, offering your business reassurance that when you need connectivity it will be there. The Business Pro bundle delivers a superior level of support compared to our competitors, providing responses to logged faults within 4 hours, and a guaranteed fault-resolution within 24 hours on a 24/7 basis. 

For businesses that need to go the extra mile for service, our flagship Business Max bundle provides a response to logged faults within 2 hours and a 12-hour resolution guarantee on a 24/7 basis. Bundled with 3 WIFI boosters and our Digital Anytime Voice, this provides a complete suite of broadband, phone and WIFI services you can rely on.

To report a fault outside customer service contact hours please email enhancedSLA@fibrus.com. In the unlikely event Fibrus does not meet the fault resolution target customers can use the customer service compensation scheme.

Fibrus business broadband products offer asymmetric bandwidth with download speeds up to 900Mb/s and upload speeds up to 300Mb/s. The best speed performance will be achieved by connecting to your Fibrus hub with an ethernet cable. This is the most reliable method of connecting to the internet as it removes the possibility of WIFI interference.

Full Fibre speeds can sometimes be affected by: 

How you use your broadband. Broadband speed is shared with every device connected to your Hub. So, if four devices are using the internet at the same time, they will each get roughly a quarter of the available speed. Streaming (for example video conferencing) and sharing large files uses more of your bandwidth.

How your broadband is set up. Where your router is placed in your premises can affect your broadband speed. See our tips below to improve the location of your hub.  

Your premises. If your premises covers a large space your WIFI signal may be struggling to reach all areas. For these locations, we recommend upgrading to our Business Max bundle that includes 3 WIFI Boosters

Your devices. If you have got an old computer, laptop, mobile phone, or other devices more than three years old, they might be slower because they’re having trouble running the latest software and programs. 

Business - WIFI

A WIFI Booster is available as an add-on to the Business Core products or included as part of the Business Pro and Business Max bundles. Fibrus use the Nokia Beacon 1.1 as our WIFI Booster as this is designed to work seamlessly with the Nokia router.  

Your WIFI signal may be struggling to reach all the areas of your business premises due to range or other devices interfering with your signal. To help fix this you can use a WIFI Booster. A WIFI Booster is a device that you can use to boost or extend your wireless signal to problem areas where the signal is low. It works by pulling the existing wireless signal from router, amplifying it, then re-broadcasting it to create a stronger connection with your wireless devices, like smartphones, tablets, and laptops. 

WIFI Boosters should be placed away from your router into areas in your premises where you are struggling to receive signal. After you have ordered one of our boosters, an engineer will come to your premises and install these for you. They will ensure the placement is correct and you are receiving good coverage across your business, whether a café, office, factory or shop. 

1.    Try and put your WIFI Booster near to where you use the internet most, the further you are from the hub, the weaker your signal will be. If you can eliminate even one wall between your workspace and the hub, you can drastically improve performance.

2.    Keep your WIFI Booster on show, avoid hiding it in a cupboard or on the ground where the WIFI signal will be obstructed. 

3.    Keep your WIFI Booster away from walls and surrounded by open air to avoid it overheating.

4.    Try and position the WIFI Booster in the centre of your premises to reduce the number of walls slowing down the signal.

5.    It can help to elevate your WIFI booster by mounting it on a wall or on a top shelf to get a better signal.

6.    Disconnect devices you are not using.

7.    If your premises covers a large space, your WIFI signal may be struggling to reach all areas of your premises. You may want to discuss options to improve your WIFI coverage with one of our business sales advisors on 028 9099 4060 or business@fibrus.com

Most modern handsets will work with our Digital Voice Anytime phone service. To connect your phone, it must be plugged into the Fibrus hub using the adapter provided and be VoIP compatible. If in doubt, please refer to the phone manufacturer.

If you wish to retain your current phone number from your previous provider, please make sure your phone line is active during the switching process and that the details provided to Fibrus match the details with your previous provider (same name, address, postcode). Number porting takes between 7 and 12 working days from when your broadband has been installed. 

Also, please do not cancel your previous service until Fibrus have confirmed your number has been transferred. You may be sent a Letter of Authority (LOA), which should be electronically returned and signed. This grants us permission to switch your telephone number to Fibrus.  

•      Unlimited calls to UK fixed line and mobile phones

•      Unlimited calls to Ireland fixed line and mobile phones

•      Voicemail service is added to our phone line as standard. To access your messages dial (*20). 

•      Withhold number is added to our phone line as standard. To withhold your number dial (*90) followed by the number you are calling.  

•      Call diverts: please contact our customer services team on 02890 993230 to have this feature set up. 

Business - Digital Voice Anytime

Digital Voice Anytime is a VoIP (voice over internet protocol) phone line that allows you to make and receive calls via your internet connection. This means you no longer need to pay for a separate landline for a phone service. This future-proofs your service so it’s ready for the digital switchover in 2025 when all calls will be made over the internet.

Digital Voice Anytime includes unlimited minutes to UK and Ireland fixed line and mobile phone numbers [standard exclusions apply, please refer to the terms and conditions]. 

If you buy the Business Pro or Business Max bundles, Digital Voice Anytime is included at no extra cost. For Business Core customers, Digital Voice Anytime can be added on to your service for £10 per month excluding VAT. International, premium rate and excluded calls are subject to per-minute charges.

To connect your phone, it must be plugged into the Fibrus hub using the VoIP adapter provided.  

•      Insert the adapter into Tel1 port (leftmost grey port) on your router.  

•      Connect the adapter to your telephone handset’s base.  

A VoIP adapter should be provided alongside your Fibrus Hub, however if you do not have the adapter, please call customer services and we will post one to you.

There are four main reasons why this could happen: 

1.    Check to ensure the volume for the ringtone is enabled and turned up. 

2.    Ensure your handset is connected directly to the Fibrus router Tel1 port (leftmost grey port). 

3.    Ensure you are using the correct cable that came with the handset 

4.    This could be caused by the handset being designed for the old copper network which was powered by the copper line. On modern VoIP systems, the handset must provide power to the ringer from its own power source. 

If you have tried all the above solutions and are still having issues, please contact our customer service team on 028 9099 3230 for support.  

Our service is currently not compatible with alarm systems.  

No, for VoIP to work there must be a working internet connection on the router. Therefore, in the event of a power cut, your phone line will not work.  However, Fibrus can set up an emergency call-divert in the event of an emergency.

Business - Installation

When you are placing your order, we will gather as much information as we can to pass to our specialist planning team who will refine the plans and organise for the work to go ahead. If the work is more complex due to distance to the road or there are accessibility issues, it's likely a surveyor will visit your property to survey the surrounding equipment and agree a solution and route with you.  However, we will let you know if any checks are required as part of your order and will take care of any arrangements that need to be made. Once these checks have been completed, we will get in touch to confirm your installation date.  

If there are likely to be any delays, we will always keep you informed and aim to get you set up as quickly as we can. If you need to reschedule your appointment, please contact our customer service team on 028 9099 3230 and we can help find a more suitable time slot.  

The average time to get your service set up and activated is 10 days. However, this is subject to various conditions. Sometimes an engineer may need to run a few checks or survey your property to see if there is any additional work needed to get your connection set up. Depending on the complexity of work required, your installation may take longer. 

We will let you know if any checks are required as part of your order and will take care of any arrangements that need to be made. Once these checks have been completed, we will get in touch to confirm your installation date. If there are likely to be any delays, we will keep you informed and aim to get you set up as quickly as we can. 

Every install is different depending on the complexity of work to be conducted. However, your engineer will talk to you about any work that is required before it is carried out. If your property requires additional work, a surveyor will visit your property and agree to the best route. This may be overhead from a nearby telegraph pole or underground in an existing duct.  

If additional poling or civils are required, these may be carried out prior to your installation date. Also, if your cable runs underground, we may have to carry out excavation work around your property. We aim to make this as unobtrusive as possible, and we will reinstate this to a high standard. However, there may be slight differences in surface coatings due to age and previous wear and tear. 

On the day of your installation 

1.    An engineer will visit your property within the confirmed time slot to install the new line. Someone will need to be at your premises for the appointment slot as well as few hours afterwards in case your engineer arrives towards the end of the slot. 

2.    A cable that connects you to our full fibre network will be fitted on the outside of your property. A small hole will be drilled on the outside of your premises to connect this cable to the powered wall mounted unit inside your premises.  

3.    A wall mounted unit will be installed in your premises and connected your router. The wall mounted unit and router will need to be close to each other. Your router will also need to be placed near a power socket.  

4.    Once connected, the engineer will test the connection using one of your devices. 

Your service will be live on the day of your installation. An engineer will make sure your service is live before leaving your property by performing a speed test from one of your devices. They will also show you how to connect your router and where to find your password. 

  • If you chose our phone service, please be aware your phone will plug directly into the router and not a separate phone socket. This may influence where you decide to place your router in your home. 
  • Try and put your router near to where you use the internet the most, the further you are from your hub, the weaker your signal will be. If you can eliminate even one wall between your workspace and the router, you can improve performance. 
  • Keep your router on show- avoid hiding it in a cupboard or on the floor, there the WIFI signal will be obstructed. This will also prevent your router overheating. 
  • Try and position your router in the centre of your home- you’ll reduce the number of walls slowing down your signal, which means you can get better WIFI in more places. 
  • Try to avoid having your router near a window- your hub broadcasts WIFI in all directions and half of your signal will go outside rather than your home. 
  • Don’t put the router behind your TV or near metal objects- they can reflect and disperse the signal. 
  • It can even help to elevate the router- mount it high on the wall or on the top shelf to get a better signal.
Business - Billing & Term

Monthly payments are taken via direct debit on your monthly payment date and services are paid for in advance. Once you order our service, your Direct Debit Instruction will be set up. Direct debit details include your account number and sort code.  If you have any questions, please contact our customer service team on 02890 993230. 

We will email you directly with a copy of each monthly invoice. Your first bill will be received within three days of your service being activated.  

You will receive your first bill by email within three days of your service being activated.  Your second bill will be sent one month after your service has been activated. We will email you two working days before this to confirm the amount being collected in advance of your planned direct debit collection. All subsequent bills will be due for payment on your confirmed direct debit date.  

Your bill will also include any other services from Fibrus that are live. These charges are billed in advance.  

Your customer reference and account details can also be found at the top of your bill. If any of the information is incorrect or is due to change, please contact our customer services team on 028 90993230. 

Please note – a separate email confirmation will be provided regarding the setup of your Direct Debit planned collection date. 

We will send you an email confirmation of the Direct Debit Setup for your account and provide notifications of all payments two working days in advance of the money leaving your bank account. The current collection dates that we offer are the 2nd, 10th, 15th or 28th of each month. Any of these dates may be selected providing the actual invoice date on account is eight days in advance of any planned option.  

If you are not paying by Direct Debit, then all payments are due within 10 days of your invoice date. 

Should the collection fail, our automated Direct Debit Collection Service will try to collect once again up to a maximum of three further times. If the payment remains outstanding after this process, then please call customer services on 028 90993230 to make a payment by card. This will help prevent the need for any restrictions to usage of the service being applied. 

Yes. Please contact our customer services team on 028 90993230 to discuss the options available.   

Please contact our customer services team on 028 90993230 to change your direct debit details. We can also provide help with card payments or arrange to provide you with a payment link to enable any manual payments if required. 

If we do not resolve your fault within the service level defined in your business bundle. Fibrus will pay one week’s rental credit for each day, or part day, past the target fault resolution time. This is subject to a maximum of 4 days. Full details for claiming your compensation are set out in the terms and conditions.

We are sorry to hear that you are thinking of leaving us. To cancel your contract, please contact our customer services team on 028 9099 3230 and select option 3 to speak to our retentions team.  

Please note you can cancel your contract at any time by giving 30 days' notice. If you cancel this agreement before the minimum period has finished (and not during the cooling off period) cancellation charges will be applied for each month remaining on your package, plus any outstanding charges.  

*There is a 14-day cooling off period which begins the day your order is accepted.