Frequently asked questions

General

This may come as a surprise but we do not need to enter the property to install. We can pass the router (which has been cleaned with sterile wipes) through the window or door and you can connect this to the wire which we will have passed through from outside. Alternatively you can stay in a different room while the minimal internal work is completed. There is no need for training on how to use as it is ‘plug and play’, but we can discuss any questions via an open window/door and two metres apart, or even as a phone call.

Typically, static IP addresses are best for businesses, which host their own websites and internet services. Static IP addresses also work well when you have remote workers logging into work via a VPN. Dynamic IP addresses are usually fine for most consumers.

Yes please. We tend to find that local ambassadors can be some of the best ways of ensuring that as many people in the community take advantage of the scheme, and that the projects can be delivered by us. If interested please email us at info@broadwaybroadband.co.uk

When Broadway was founded, its mission was ‘to connect the unconnected’, going to remote rural areas where other providers were not prepared to invest.  Then, the priority was to get good broadband in place; the choice of who you paid your bills to was a secondary consideration.  Now, as we cover more and more of the country, we recognise that you want a choice of service provider, and we are working with our industry trade organisation (INCA) and others to develop a platform that enables that choice: watch this space!

Three reasons.  

First, geography.  There is a real cost associated with ‘connecting the unconnected’ in those relatively remote rural areas where our wireless technologies come into their own.   We really do take on some tough assignments, with wireless networks very often the optimal technology. As a relatively small provider, Broadway is not subject to the same regulatory obligations as, for example, a ‘market dominant’ player like BT, which is obliged to offer uniform pricing across the country, regardless of geography – incidentally, one of the reasons for historic under-investment in rural areas is BT’s inability to charge for the additional cost.

Second, funding.  The level of Government support that is available for building fibre networks is simply not available for wireless. 

And third, different technologies.  Perhaps most important, fibre networks are very different to design, build and maintain than wireless networks, more susceptible to standardised design and build processes, and with lower maintenance requirements.

Use our postcode checker tool to find out if we’re able to connect you to our networks.  If we do not have coverage in your area, but you are a motivated individual working on behalf of your community and would like to see if Broadway can bring superfast and ultrafast broadband to your area, then get in touch.

When deciding on the right broadband package for you, it’s far more important to consider how many people will be using your connection, as well as how they will be using it.

Our standard 50Mbps (wireless) or 100Mbps (fibre) service is perfect for heavy users, with 3 to 4 devices, who use the internet for web surfing, keeping up to date with emails, catching up on social media and moderate video use.

However, if your home or place of work requires more bandwidth, our 300Mbps and 1000Mbps fibre packages will be of more interest.

If you’re undecided about whether you need a static IP, ask yourself whether you need to take card payment through a PDQ machine like a café or retail business, require a VPN because you work for a council or similarly regulated body, or work in an office with a server or printer. If you answer ‘yes’ to one of these questions, you will most likely require a static IP address.

We’re an ISP that uses the most appropriate technology for the job, whether it be fibre-to-the-premises or wireless in its many shapes or forms. It’s really not about the technology, but what you do with it! There’s no ‘one solution fits all’ approach, we use a technology model that works best for the community – ensuring delivery of a high quality, affordable and sustainable broadband service for all.

Wireless remains a key technology in our solutions toolkit – whether TV WhiteSpace to allow connectivity in the most remote and inaccessible locations, or conventional 5GHz or dense mesh networks in the higher frequency millimeter bands able to deliver high speed connectivity rapidly and economically.  But fibre to the premise (FTTP) has for long represented the gold standard for network performance – from both a speed and a reliability perspective – and will be at the heart of digital networks for generations to come.

We build, operate and maintain our own networks, using either wireless or fibre technology, meaning we do not have to rely on the old fashioned copper wires that BT use to deliver their non-fibre service, allowing us to provide a faster service.

No, there is no need for a BT line. 

You will need to sign up to a VOIP service (Voice Over Internet Protocol), which uses your internet connection to carry calls. The calls are generally cheaper than on a traditional phone service, you won’t need to pay line rental anymore and if you want to keep your existing number, you can port it over too.

It is worth noting however that in the event of a power cut, you will not be able to make or receive calls with a VoIP service – your mobile phone can be your back-up in this eventuality.

If you have an email account that is specific to your existing service provider, you will need to contact them to determine their policy on email services when you terminate your broadband service with them.  Broadway does not offer an email service so we would highly recommend moving to a free email service such as Outlook.com or Gmail which can stay with you regardless of who your ISP is.

Sadly not due to data protection issues. However we would highly recommend moving to a free email service such as Outlook.com or Gmail which can stay with you regardless of who your ISP is.

If your email addresses cannot be accessed if you move ISPs, and you cannot be downloaded your contacts from your phone / email address lists then we would suggest creating a new email address and emailing this to all of your contacts from both your old & new email address, and updating one by one into your new address.

Additionally, try sending an email from old email address to your new email address, copying your contacts into the body of the email, and then cut and paste into your contacts in the new email address. It can be a bit fiddly but won’t take very long, and means long term you won’t be tied to anyone.

We have our own speed test tool on our website which test your speeds and shows your final test results. This can be found in the footer of our sites.

A speed test should always be carried out when possible on a cabled connection to your router, using a modern PC or laptop device.

No, when we say unlimited, we mean unlimited.  We do not set a limit to fair usage, and provided usage is fair and not excessive so as to detrimentally affect other customers, there is no cap and data is unlimited.

Getting you connected to one of our existing fixed-wireless networks is usually a quick turnaround.

If you are within coverage, we can usually get everything up and running within a few weeks. We’ve even been known to connect some customers within 24 hours.

For fibre networks however, we only build when we have enough demand in the area and once we reach critical mass, and get approval to proceed from Department of Culture Media and Sports (DCMS), the network will typically be installed within 2-4 months. The variance is due to the ‘unforeseens’, (e.g. when a survey reveals that an underground duct is blocked, or that power is not available at a crucial point).  In general though, we tend to be pretty quick to deploy, once the initial go-ahead has been given – thanks not least to using existing infrastructure where we can.

In some cases we may deliver over two or even three phases, with the most challenging homes connecting in a later phase.

If customers are desperate for service quickly (….as they often are), we can very often engineer a temporary solution, and upgrade to fibre for free when the build is completed.

In short, people should register no matter how remote they are, and it is our job to work out how to best connect.

An installation usually takes 2-3 hours, and the engineer/installer will require both internal and external access to your property for the duration of the visit.

During the current Covid-19 situation, we have developed new procedures that allow customers to be connected without the engineer having the enter the house.

Our installations involve the mounting of radios discreetly onto your property and sometimes the laying of cables where needed.  We also provide a router to connect you to our service

The availability of voucher support varies across the country, with schemes for standard broadband available in Wales, but no longer in Scotland.

For Fibre the situation is very different, with generous schemes available across the UK.

If you are still in contract with an existing internet provider but tired of receiving snail like speeds, don’t worry. Get in touch and we’ll find a solution that gets you onto our amazing broadband as quickly as possible without having to wait.

If you are moving into a property which is already served by Broadway, and all broadband equipment remains in place, you only have to pay a reconnection fee of £75, as opposed to the full fee.

Our main service desk is open 9am – 5pm from Monday to Friday (excluding Bank Holidays) but we do offer a 24/7/365 support service. You can contact us via telephone (0141 465 8500) or email support@broadwaypartners.co.uk

We have always focussed on hard to reach locations, so a combination of geography, voucher eligibility and existing network speeds all influence our decision to build in an area. However, more importantly, community support & engagement, along with registrations of interest make this decision much easier.

Studies from organisations including the World Health Organisation, Public Health England and the UK Health Protection Agency have all shown that 5G isn’t harmful to health. According to Public Health England (PHE), ‘Independent expert groups in the UK and at international level have examined the accumulated body of research evidence. Their conclusions support the view that health effects are unlikely to occur if exposures are below international guideline levels.’ 

The wavelength 5G operates at is non-ionising radiation. That means it doesn’t produce enough energy to damage the cells in your body, which can cause cancer. Gamma rays, X-rays and ultraviolet radiation from the sun, by contrast, have smaller wavelengths and higher frequencies, and can and do cause cancer. There is also concern that the higher number of small 5G masts in built-up areas could cause health problems. 

However, although there will be more masts, they are low-powered and act more like signal repeaters, relaying the signal from one mast to the next. Macro-cells, which are larger and also repeat the signal, have strict conditions on height and distance which can have some drastic decreasing effects on the amount of radiation you are exposed to.

We’re an Internet Service provider (ISP) who focus on the hard to reach homes and businesses, where BT had struggled to deliver any real form of broadband with reliable speeds. We were the first in Europe to test fixed wireless high-speed broadband solutions, and the first commercial venture in the UK, installing in the Isle of Arran, nothing like an easy proof of concept!

Fixed-wireless technology needs clear line of sight (LOS) to send and receive signals between the transmitter and the customer’s property. Solid obstructions such as trees, hills and buildings stop the signals from being received.

Speeds on our Fixed Wireless Network will be approximately 50Mbps download and 5Mbps upload, but it is a contended network so there will be some variation.

On Fixed Wireless, we’ll provide you with a minimum 16Mbps for 95% of the time.

Yes please. We tend to find that local ambassadors can be some of the best ways of ensuring that as many people in the community take advantage of the scheme, and that the projects can be delivered by us. If interested please email us at info@da.dastagingsite1.co.uk

Fibre

We are progressively upgrading our networks from Wireless to Fibre, supporting the Government’s ambition to have 100% of UK premises and businesses be ‘Gigabit capable’ by 2025.  We have always planned to upgrade networks to fibre as soon as it was economically feasible to do so, and recent developments have simply brought forward that date.

Wireless remains a key technology in our solutions toolkit – whether TV WhiteSpace to allow connectivity in the most remote and inaccessible locations, or conventional 5GHz or dense mesh networks in the higher frequency millimeter bands able to deliver high speed connectivity rapidly and economically.  But fibre to the premise (FTTP) has for long represented the gold standard for network performance – from both a speed and a reliability perspective – and will be at the heart of digital networks for generations to come.

Generally, we build fibre in areas where we already have wireless coverage, as part of the natural upgrade cycle, before we build in new areas; either way, keep an eye open for leaflets and letters coming through your letterbox as they will be the surest sign that we’re on the way.  And the sooner you register your interest, the sooner we will get to you!  Even if you haven’t yet heard from us, register your interest anyway, so we can put your area on our list.

There are a host of reasons for taking fibre, including:

  1. It’s free (to connect)! Thanks to the voucher schemes, the upfront cost of delivering fibre to the home is pretty much fully covered by the Government.
  2. It’s cheaper to run, with even higher reliability than our generally bullet-proof wireless networks, we can afford to offer our first-year fibre contract at only £19.99 per month.
  3. It provides faster download and upload speeds, starting at 100Mbps.
  4. It is (even) more reliable than wireless, particularly through severe winters, when, even with the best efforts of our miracle-working engineers, high winds can put radio antennae out of alignment or interrupt power supplies.
  5. Even if you only use broadband for occasional email or web-surfing, it’s still worth having fibre – the more people register their interest, the more likely is it that fibre will arrive, for the benefit of your whole community.
  6. It raises the value of your house. Estimates vary, but are in the range of 3% to 10% – that’s £10,000 to £32,000 on an average house.

Simply go use our postcode checker to see if we are in your area and register. If we’re not there yet, then do register (and tell your friends and family to), as the number of registrations influences our network build. 

You will also hear from us through social media and via direct mail – good, old-fashioned leaflets and letters – encouraging you to register your interest.

As soon as we have sufficient interest registered, we will go ahead with building the network

Unlike many ‘fibre’ solutions, our ultrafast solution with amazing speeds means bringing the fibre connection directly to your home, then connecting to the router inside the property.

Although we have full Ofcom Code Powers that allow us to dig up the streets, we will be going out of our way to avoid doing so, instead using existing infrastructure as far as possible – the telegraph poles and underground ducts that belong to BT Openreach and other utility companies.

For qualifying postcodes, there are no installation costs. The Department for Digital, Culture, Media and Sport (DCMS) have created a system where qualifying premises are entitled to a voucher up to the value of £3,500 towards the costs of fibre installations. When these vouchers are aggregated together this creates the budget to build a fibre network.

We use the Technicolor DWA0120 Dual-Band VDSL2/ADSL2+ WiFi 5 Router which is a reliable and managed middleware, offering an open architecture with multiple application environments fit to open up the connected home and deliver an unlimited spectrum of value-added services and applications. Its modularity and enhanced life-cycle management make it easy to add or remove components to or from a software release, while enabling second & third party development.

Building new fibre networks are costly, so the community need to sign up to ensure that the DCMS vouchers can be aggregated to allow the budget to be created that allow locations to become fibre connected. Quite simply, not enough support means the project cannot proceed. However as soon as we have sufficient interest registered, we will go ahead with building the network. 

Yes please. We tend to find that local ambassadors can be some of the best ways of ensuring that as many people in the community take advantage of the scheme, and that the projects can be delivered by us. If interested please email us at info@da.dastagingsite1.co.uk

Once installed at your home or office, you will have a range of speed and service packages to choose from, starting with our standard 100Mbps service from £19.99 per month (including VAT) on a 12-month contract. 

If your installation is voucher-funded, there will be no connection charge. Without a voucher, the connection charge is £620, plus any excess construction charges. These would be confirmed by a site survey.

Getting you connected to one of our existing fixed-wireless networks is usually a quick turnaround.

If you are within coverage, we can usually get everything up and running within a few weeks. We’ve even been known to connect some customers within 24 hours.

For fibre networks however, we only build when we have enough demand in the area and once we reach critical mass, and get approval to proceed from Department of Culture Media and Sports (DCMS), the network will typically be installed within 2-4 months. The variance is due to the ‘unforeseens’, (e.g. when a survey reveals that an underground duct is blocked, or that power is not available at a crucial point).  In general though, we tend to be pretty quick to deploy, once the initial go-ahead has been given – thanks not least to using existing infrastructure where we can.

In some cases we may deliver over two or even three phases, with the most challenging homes connecting in a later phase.

If customers are desperate for service quickly (….as they often are), we can very often engineer a temporary solution, and upgrade to fibre for free when the build is completed.

In short, people should register no matter how remote they are, and it is our job to work out how to best connect.

DCMS has designed a voucher scheme – the Rural Gigabit Connectivity scheme – that encourages investment in Fibre and other Gigabit-capable networks in rural areas.  This is how it works:

  1. Broadway submits a network design proposal to DCMS for validation;
  2. Broadway encourages the customer, current or prospective, to place an order;
  3. Broadway lodges that order with DCMS, thereby generating a voucher;
  4. Broadway builds the network and connects the customer;
  5. The customer confirms to DCMS via email that the connection is ‘live’;
  6. Broadway redeems the voucher, in part-payment of the network build cost.

It might sounds slightly complicated, but it isn’t: if you hear from Broadway that we are planning an imminent fibre build in your area, tell us you want to be connected, reply to a couple of confirmatory emails from DCMS, and fibre will be installed – at no cost to you!  As simple as that.

VoIP

Put simply, VoIP or “Voice over Internet Protocol” makes telephone calls using the Internet, rather than traditional analogue services. And because you can reroute existing numbers through the service, you can keep your home phone number without the need for a landline.


Wherever you have the Internet (WiFi or a strong 4 or 5G connection) you can make and receive high-quality, crystal clear calls using your data plan, wherever you are in the world.

A VoIP system works by taking your analogue voice signals, converting them into digital signals, then sending them as data over your broadband line.

With a phone-based service, you use VoIP the same way you use a regular landline: by picking up the phone to answer it, or dialing a number to place a call. On a mobile device, you can use a VoIP-enabled app to connect.  And with a computer-based service, you can use a softphone to make or answer the calls with a headset, complete with a microphone

The call quality of cloud communications systems depends on the speed and reliability of your internet. The quality of VoIP voice has dramatically improved over the past few years. Currently, VoIP calls have voice quality that is at or above the quality of a landline phone.

If you make calls with a VoIP app on your computer, then yes. Otherwise, your computer does not need to be connected. You can complete calls as long as you have internet access and a VoIP-enabled phone or smartphone.

In most cases, you will not be able to connect calls if there’s a power outage. Our VoIP phone system works over the internet. During a power outage, your router will not be able to function, which means there will be no internet access.

Yes, most phone numbers can be transferred to our VoIP service

Billing

There are two billing dates; on the 1st of the month and 14th of the month.  Your bill date depends on when you are connected.  Funds will be taken from your bank approximately 14 days after your bill date.

We will email you a bill every month. If for any reason you do not receive it, please check your junk/spam folders before contacting us to request a copy.

You can only set up a direct debit via the link that we will send to you from our Gocardless system.  You cannot set up a direct debit directly with your bank.  You are covered by the Direct Debit guarantee which protects you against fraud and errors.

No, The GoCardless system encrypts the data so that we can only see the last two digits of your bank account.

No, unfortunately our systems don’t currently allow either of these dates to be changed.

Please send an email to billing@broadwaypartners.co.uk.  We will aim to get back to you within 1 business day.  Errors will be corrected wherever possible in the next billing run.

See what we can offer you today!​

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