Frequently Asked Questions


Our most common FAQs…..answered

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This may come as surprise but we don’t 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’s plug and play, but we can discuss any questions via an open window/door and two metres apart, or even as a phone call.

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 important to consider how many people will be using your connection, as well as how they will be using it.

Our standard 50Mbps service is perfect for moderately 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.

If you also like to stream in 4K, enjoy gaming online, download HD content as well as the basics above, then our 100Mbps package is ideal for your needs.

However, if your home or place of work requires more bandwidth, our 300Mbps and 1000Mbps packages are the ones for you.

We use 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.

We build, operate and maintain our own networks, meaning we do not have to rely on the old-fashioned copper wires that BT uses to deliver the majority of its services.

No, there is no need for a BT line. 

You will need to sign up to a VoIP (voice over internet protocol), provider such as Vonage or any other third-party provider. Or from Broadway itself – coming soon!

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.

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 do not offer an email service so we would highly recommend moving to a free email service such as or Gmail which can stay with you regardless of who your internet service provider is.

We have our own speedtest 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 speedtest 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.

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

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.

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

Our standard installation cost is £240 which can either be invoiced at full price at time of connection, or you pay half at time of connection, with the remaining amount paid equally over 10 months. For installations which are non-standard, these prices vary and will be discussed with you before an installation is arranged.

Businesses and homes in the hardest to reach areas of the UK may be eligible for funding towards the cost of installing broadband. One of our friendly team will walk you through the process to find out if you are eligible.

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 superfast broadband as quickly as possible without having to wait.

With the small business package, you receive a static IP address which allows you to access your PC from anywhere, run CCTV and make better VoIP calls. It is also perfect if you run your own business from home where you may run a server or host your own website, which might require a static IP address.

If you are moving into a property which is already served by Broadway, you only have to pay a reconnection fee of £75, as opposed to the full fee of £240.

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 via email