We’ve got answers to your questions

You don’t need to look elsewhere for solutions, we’ve got you covered.

How can I contact customer support?

If you were unable to find the answer to your query on our website, kindly contact us on 03337729009
Once we’ve taken your details, you’ll be talking to a real technician within seconds! You can also send an email to info@octaplus.co.uk.

What is Full Fibre?

Full Fiber, also known as FTTP (Fiber to the Premises), represents the next-generation of broadband technology. It is an internet connection type that utilizes optical fibre cables to deliver data directly to your residence or business, as opposed to the outdated copper wire infrastructure. This advancement ensures a significantly more dependable and high-speed connection, capable of achieving speeds of up to 900Mbps

Does Octaplus offer a phone package?

We offer a digital landline service for an additional fee of £5.00 per month unless included in your plan, that allows you to take it with you wherever you travel, all without incurring any line rental charges.

Which Router do you provide?

We furnish you with a high-quality Mesh Router from our top-tier selection
The TP-Link EX230v Mesh offers up to 1GB LAN speed
Wi-Fi 6 Enabled Next-Gen 1.8 Gbps Speeds: Enjoy smooth streaming, downloading, and gaming all without buffering with Wi-Fi speeds up to 1.8 Gbps (1201 Mbps on the 5 GHz, 574 Mbps on 2.4 GHz).*

We can now also provide TP-Link EX820v for an additional fee of £150.00 Break through the 1 Gbps bottleneck and take full advantage of your broadband plan with speeds up to 2.5 Gbps via a 2.5G WAN port. A 2.5G LAN port and multiple gigabit LAN ports offer you both flexibility and speeds for a lighting fast home networking

I need a booster?

You can add on a booster on to your account for £5.00 per month or alternatively you can purchase your own Booster, we recommend TP Link HX220 or TP Link EX220 To create a Mesh system.

What happens if there is an outage?

We will update our website status page and social media to keep you informed of any outage.

Where are my promotional items?

Promotional items take 25-30 working days before being shipped.

Can I cancel my order?

Yes, you can cancel your order by sending us an email stating your cancellation request. Please note that if the cancellation is made within 3 days before the scheduled installation, a fee of £90 will be charged to cover the cost of shipping the router and booking the installation. If the cancellation occurs beyond 14 days from the initial order date, you will need to clear the remaining contract period fees. Cancellations made within 5 days of the installation and during the 14-day cooling-off period are non-chargeable.

Can I transfer my internet service if I move to a new location within your coverage area?

You can transfer to a new location if it is covered under one of our 3rd parties at a fee of £60.00

Can I have my contract?

Certainly! Please drop us an email requesting your contract, and we will promptly respond with the document attached

Why is my order delayed?

Your order may be delayed due to various reasons, such as technical issues or unforeseen circumstances. CityFibre typically has a 2-week timeframe to resolve delays. If the delay persists beyond this period, we escalate the issue to our escalations team for a quicker resolution

What is the status of my landline porting?

The standard processing time for landline porting is 8-10 business days. Once initiated, your number will be ported across to our network within this timeframe.

Where is my router?

Your router is typically shipped out one day before the scheduled installation. You should receive it on the day of the install. Additionally you shall receive a tracking link from DPD. Our router is easy to install; simply plug it into the ONT box. If you need assistance, please don't hesitate to contact our support team, and they will guide you through the process.

What is Broadband?

Broadband represents the physical link from the exchange to your property. Wi-Fi, on the other hand, establishes a wireless connection between your Wi-Fi router and your devices—be it your phone, laptop, smart TV, or gaming system.
There are two methods for managing your home connection:
Hard Wired: This method ensures a direct connection to your broadband supply by connecting your device to the router using an ethernet cable. This provides the fastest and most stable connection available, and we assure these hardwired speeds.
Wi-Fi (Wireless Fidelity): This technology enables connection to the physical broadband link without any cables. It allows multiple device connections throughout your house. However, Wi-Fi speeds are typically slower than wired connections and can be affected by obstacles like walls, doors, floors, and even radiators within your home. As each home environment varies, we cannot guarantee Wi-Fi speeds.

Can I have a static IP Adress?

If you require a static IP address we get this added on to your account for £3.00 a month and can start or stop at any time, please contact us on 03337729009 or send us an email at cs@octaplus.co.uk

My Wi-Fi signal is weak?

Unfortunately, we do not have control over the entire household's Wi-Fi signal. However to enhance coverage, you may consider purchasing a booster, or we can include one in your plan for an extra fee. Please contact us on 03337729009or send us an email to INPUT

What Speeds to expect on Wi-Fi?

We don’t guarantee Wi-Fi speed however, many customers are enjoying speeds of between 200Mbps - 300Mbps, please note: speeds achievable on 2.4GHz 30-50Mbps and 5GHz between 200-300Mbps dependable on the device. For optimum speed you should connect with a LAN Cable, CAT6 under 30M range from the router

What affects my Wi-Fi speed?

Various factors can affect Wi-Fi speed such as a fridge, microwave and even the building materials used between walls. (new homes now tend to be built with aluminium foil back installation foam which can act as a reflector)
Also any Wi-Fi emitting devices such as a Sky Q box Please note – Sky Q box is recommended by Sky to be hard-wired using an Ethernet cable
Please note- Please be aware that your device must be compatible with high-speed internet. For instance, an older laptop from 15 years ago lacks the technology required to fully utilize modern high-speed internet

Difference between Broadband and Wi-Fi?

Broadband establishes the physical link extending from the exchange to your premises, while Wi-Fi represents the wireless connectivity that emanates from your Wi-Fi router to various devices such as smartphones, laptops, smart TVs, or gaming systems

How do I run a speed test?

We recommend using https://fast.com/en or https://www.speedtest.net/for a Speed test

My Internet is down can you help me?

Of course please first try turning the router and ONT off and back on after a few minutes. This hasn’t worked? What lights are on the ONT and router and give us a call on 03337729009 or email us on CS@octaplus.co.uk

What happens if I cancel my direct debit?

Should you decide to terminate your direct debit arrangement, please be aware that your contractual obligations with us remain in effect. To initiate cancellation, kindly reach out to us at 03337729009 or send an email to billing@octaplus.co.uk In the event that we have made attempts to communicate regarding your direct debit without receiving a response, please be aware that this may result in the cessation of your service

What happens if I miss a payment?

If it’s your first missed payment we will send a reminder, second we give a warning about disconnection and third you will be disconnected

What should I do if I'm unable to make a timelypayment?

Just reach out to us at 03337729009, or you can send us an email at directdebit@octaplus.co.uk, and one of our helpful team members will assist you in arranging a payment extension

How do I set up my Direct Debit?

You can go to our website to setup Direct Debit or you may conveniently access our Direct Debit page by clicking on the following link: https://pay.gocardless.com/BRT0002MYYKRSRY

Is the price fixed?

Yes the price is fixed but does have a CPI increase of 3.9% there are no mid-price contract rises just the increase in April.

Can I pay the upfront for the full contract?

Yes once you are connected we can get a link sent to pay the contract in full then we can issue a receipt (invoice).

Do I need a landline to get broadband?

No the full fibre lines don’t require a landline like the old copper lines.

Do I have to have a Direct Debit setup?

Yes our company only operates with Direct Debit.

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