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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
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