The UK government is retiring the old copper network over the next few years so we’re upgrading everyone to full fibre broadband. Full fibre gives you a more reliable connection, higher quality calls, and much higher broadband speeds.
This means if you’re on one of our Fibre 1 or Fibre 2 plans, we’ll be getting in touch throughout 2023 to upgrade you to Full Fibre 100, with speeds up to 100Mbps.
It won’t cost you any extra and it won’t change the end date of your plan or phone number.
If you rent your home, you need permission from your landlord before we can upgrade your broadband.
After we’ve upgraded your line to Full Fibre 100, if you want even faster speeds – up to 900Mbps – see what we have on offer in our full range of broadband plans
How it’s different
As well as faster and more reliable broadband, you’ll also get clearer calls as we move your home phone line to Digital Voice.
This works a bit differently to a traditional line, so if you rely on your phone line for emergency calls, or for health or security alarms, you’ll need to check that these still work with Digital Voice.
Find out more about changing to Digital Voice
What installation is needed
Standard broadband services send data down a fast fibre-optic cable to the cabinet in your street, and then a much slower copper cable connects the cabinet to your home.
An engineer needs to visit to replace the old copper cables with high-speed fibre-optic cables. These could use a telegraph pole or be buried underground – it depends on where you live.
Find out how City Fibre install full fibre
What you need to do
We'll keep you updated before we do anything, and let you know when the engineer will visit.
The first text message you’ll receive will say “Thank you for your order.” You don’t need to do anything at that time.
We’ll then send you an email and text message with your installation date. You can change the date and ask us any questions by replying to any of them.
New equipment
We'll send you any new equipment you need. Just follow the instructions and make sure it's set up on the date we tell you – we'll also send you a reminder.
How your first bill will change
The amount you pay in total won't change, and we won't change your plan or any call bundles you have. However, your first bill might look different, as it will include:
- The next month's Full Fibre 100 bill up front
- A refund from your Fibre 1 or 2 plan – because you paid in advance, you'll get money back from the days you didn't use
If you don’t want to upgrade yet
You can delay your upgrade for now, but this means you’ll stay with your current broadband plan which is slower and less reliable. Over the coming years every home will have to move to full fibre, because the UK government is retiring the old copper network across the country.
If you’re sure you don’t want to upgrade yet, you can reply to the emails or texts we’ve sent you and we’ll get in touch to confirm you want to cancel your upgrade:
- Email – follow the link, I’d like some help
- Text message – reply CANCEL
