Supporting Our Customers
Frequently Asked Questions for Breathe
Our Customer Service and Technical Support teams have compiled a list of the most common queries and questions they have answered to help you receive a great, trouble-free Internet connection. We are confident that most of your queries would have been covered here so please try to find the solution to your problem by browsing our frequently asked questions before contacting either our Customer Services or Technical Support teams, it could save you both time and money.

When it comes to installing your Superpowered Fibre Broadband, you won't need to lift a finger. We'll book you an appointment with a friendly engineer who will take care of all the technical stuff for you.

Please ensure that you have your have your fibre ready router available and configured before your appointment. Your network login details are all that are required to configure your router and these will be sent to you when your appointment is confirmed. Please note that:

* Most standard broadband routers won't work with fibre broadband

* Most cable routers will work with fibre broadband if they can use PPPoE and have an Ethernet WAN port

* If you're a Wi-Fi user, we recommend a Wireless-N or better router. This is because Wireless-G based equipment can't handle the high speeds of fibre broadband

There are many suitable router available now with prices starting at less than £20, but if you are unsure then please use My Account to contact us with the make and model number of your router and we will let you if it is suitable.

On the day of your appointment, you'll receive a call from the engineer telling you they are on their way and that there will be a short disruption to your phone service (usually between 15 and 20 minutes).

When the engineer arrives at your home, they will ask you where you master socket is. Don't worry if you don't know, they'll be able to hunt it down for you.

The engineer will then make sure the speed your line is receiving is 15Mb or above. If your speed falls below that, the engineer will log a fault with the line and investigate. You'll still be able to use broadband in the meantime.

When all the technical stuff is complete, the engineer will test the connection out on one of your computers to make sure everything is working properly.

Typically installation takes around two hours. However, it can take a little longer, depending on the complexity of the setup in your home and the location you'd like the router in. If you have a very simple setup, you'll probably find you're ready to go in less.

Yes, you can. To change your engineer appointment, simply sign into My Account and Contact Us.

Please note: we need to know about any changes by 1pm one working day before to your engineer appointment, at the latest. If you change the appointment after this or miss the appointment, you may incur additional charges.

So long as there's someone that's over the age of 18 present, the engineer can complete the installation. If this isn't possible, please reschedule your appointment for a more convenient time.

If you wish to cancel your Super Fast Fibre Broadband order, please contact us. You'll need to do this by 1pm one working day before your engineer visit, at the latest. If you call after this time you may incur an additional charge.

Please note: If you choose to cancel your Superpowered Fibre Broadband after installation, early termination charges will apply.