Frequently Asked Questions

We get asked lots of questions by our customers which we’re always happy to answer. We’ve listed the main ones below but it you have something you want to ask us we’re always happy to help.

Company Information

When you join FACTCO full fibre broadband we understand that you’ll have a lot of questions for us. As your broadband provider we’re here to keep you connected. See if your questions are answered below...

The bigger broadband providers concentrate on more urban areas and much larger projects than the projects that FACTCO works to connect.

You can keep your phone line. However, we recommend moving your phone over to your fibre connection as copper lines are being switched off by 2025. We provide phone packages from £14.99 per month. You can keep your phone number too!

Our home packages start at £23.99. Our business packages start at £39.00. Minimum contract of 12 months. Terms and conditions apply.

For our business customers we provide an industry standard SLA. We proactively manage our network and have the capability to resolve any faults within our network.

Residential packages include VAT. Business packages exclude VAT and will be calculated and applied on checkout.

Your monthly fee with us will be subject to review at the end of your fixed contract. 

Currently our hours of operation are Monday - Thursday 9am - 5:30pm Friday 9am - 5pm you can contact us on 0333 305 7560

(Likely to change) Out of hours answering service.

A standard contract with us is 12 months, subject to the terms and conditions in place for the rural gigabit voucher scheme. FACTCO has a price promise to not increase your contract pricing throughout the duration.

Network Installation

When installing a full fibre network into your community there are a lot of question on how this will work. We’ve listed the main questions that come up but if you have a specific question about your home or Community Fibre Project, please contact your dedicated Community Fibre Lead.

Zero. The cost of the installation is covered by the Rural Gigabit Voucher Scheme, provided you claim your voucher today.

You can still claim your voucher. Our team are equipped to help you so you can smoothly transition to your new full fibre connection with us. Please contact the team with any questions that you have.

For every install we aim to use the existing network that your copper network uses. If there are poles or ducts in the ground, we will run the fibre connection through that route.

When we’re ready to install fibre into your home. We will be in touch to arrange an installation appointment with one of our engineers. The install will take no longer than 2 hours.

No, FACTCO will install a new connection point 2 metres from the entry point.

When making a booking with us our provisioning appointment will last approximately 2 hours

Technical Support

Keeping you connected is very important to us. If you have any issues with your connection, please contact support directly. If you would like to find out more about the support we offer, we’ve listed our frequently asked questions below to help...

If you're not sure it’s always worth asking the FACTCO team. Our support is always happy to check for you to see if in fact you have a full fibre connection.

After receiving the required interest in our community fibre project, we then compete the necessary surveys and reviews to existing infrastructure needed to bring a full fibre installation. Once this has been completed, your area will be ready for our team to install your new network. 

Yes, providing your ISP has a service agreement in place with FACTCO you can migrate your services at the end of your contract.

No, unfortunately we do not offer this service. We recommend using other providers, for example Gmail etc.

Yes, one static IP address per customer, business or home. 

All our customers will receive a Linksys Router. It not only looks great, but it can manage everything you need in your home or business.

Our network is designed to never operate over 60% capacity; therefore, we can operate on low contention ratios of up to 32:1

Currently we do not offer IPV6 addresses, but it is something we are looking to use in the future. We offer dual stacking, providing IPV4 and IPV6, and we have the capability to make the switch in the future.

For every project FACTCO is involved with the backhaul provider of the project is different depending on a number on networking factors.

We have agreements with TALKTALK, BT, Virgin Media.

FTTP – Fibre to the Premises - Fibre runs all the way from the exchange to the green cabinet in your street, then right into your home. It delivers up to 1000 Mbps, or more commonly known as, potential for a gigabit connection (1 Gbps).

FTTC – Fibre to the Cabinet - Fibre runs only from the exchange to the cabinet in your street. The connection from the cabinet to your home uses the legacy copper wire infrastructure. Much slower download speeds are achieved on FTTC, averaging just 30Mbps.


We have plenty of resources discussing the benefits of Fibre look at our package details and blogs around a full fibre network.

Broadband Voucher Funding

FACTCO are a registered supplier of the Project Gigabit Voucher Scheme provided by the Department for Digital, Culture, Media & Sport (DCMS). We get lots of questions regarding the funding process and have listed the main ones below...

The Government is providing up to £210m worth of voucher funding as immediate help for people experiencing slow broadband speeds in rural areas. Vouchers worth up to £1,500 for homes and £3,500 for businesses help to cover the costs of installing gigabit broadband to people's doorsteps.

Both businesses and residential customers can apply.

The Department for Digital, Culture, Media & Sport (DCMS) has allocated spending to help connect rural communities to full fibre broadband. It's working to bridge the digital gap between rural and urban areas in the UK.

Depending on where you live you will determine who you Community Fibre Lead will be. We have Community Fibre Leads in Northumberland, County Durham, Northwest & York.

Their job is to keep you updated and support you and your community the best way we can.

You can contact directly by visiting our project area pages.

The voucher is Valid for 12 months.

If you don’t sign up to join the network, you will have to pay an install fee. Subject to funding being available, you can still apply for a voucher.

If there aren’t enough sign ups FACTCO will not be able to reach the level of funding which could jeopardise bringing the network to the community.

Please contact your Community Fibre Lead as we have solutions that can support you with this.