Frequently asked questions
Who is Freedom Fibre?
Freedom Fibre is an alternative network provider, rolling out a full-fibre gigabit-capable network, in partnership with TalkTalk.
What is FTTP and why do I need it?
‘Fibre to the Premises’ (FTTP) is the future of how broadband is supplied to residents and businesses. With the growth of services like Netflix, Xbox, Ring Cameras and many more online-dependent devices and services requiring a constant internet connection, your broadband needs to be able to keep up. This is where our superfast gigabit service can help. By having an FTTP service we can guarantee a fast and reliable connection, no matter what time of the day. This is done by providing the fibre directly to your home or business rather than the fibre only going to the cabinet, then having copper leading to your premises.
Is FTTP more reliable?
Full-fibre technology provides more reliable, resilient, and future-proof connectivity. This means fewer faults and more predictable, consistent speeds and enough capacity to easily meet growing data demands. Because it’s future-proof, it will serve generations to come and won’t need to be upgraded for decades!
I already have fibre, what’s different about this?
There’s a HUGE difference! Today’s fibre technology still uses some copper to serve your home. This means that your speeds will be limited. Across the UK the average broadband speed is around 65mbps. With our full-fibre service, we remove that copper element and install fibre straight to your door. This allows us to provide up to 1000mbs. You’ll be able to work from home and stream movies even while the kids game online with their friends without any worries of losing connection or buffering.
I don’t really use the internet so why do I need it?
Full-fibre technology provides a more reliable service, even if you don’t really use the internet other than for sending a few emails. It will provide a more consistent service and doesn’t degrade like copper. There is also significant evidence to suggest available broadband speeds form part of the decision-making process for property buyers and can increase house prices by as much as 3%. So, although you may think you don’t need it now, it could be very beneficial to you in the future.
BT Openreach has announced that it doesn’t make sense for them to keep lots of different old technologies running as it’ll be too expensive and replacement parts are no longer being made. So, it’s also wise to be mindful of this, and start considering moving to a new full-fibre network like ours. You can read more about the copper network retirement here.
Is it more expensive?
Depending on your current service provider, FTTP (Fibre to the Premises) packages can be slightly more expensive than FTTC (Fibre to the Cabinet), however, you’re effectively getting 10x the bandwidth which provides better quality and reliability of service. Our service is currently available through TalkTalk however, additional service providers will also be available in the future.
When will the service be available?
We are already live in many areas within the North West of the UK. The best way to keep up-to-date on when we’re coming to your area is to register your interest on this website. Alternatively, you can get in touch with our team by emailing, firstname.lastname@example.org or by calling 0333 011 5110 and one of our team would be more than happy to help.
How can I place an order?
Firstly, we need to check if our full-fibre network is available in your area. You can do this by registering your interest here. One of our team will be in touch to let you know if it’s available now, or coming soon. When our network is available at your property, we’ll give you the details to contact the TalkTalk fibre team who can talk you through your options and arrange to get you connected.
How do you get the fibre to my house?
It’s simple really, for us to be able to serve your address, we run a fibre cable from our active cabinet to your street. We use a range of construction methods mainly using existing underground ducts or utility poles for aerial connections, however sometimes narrow trenching is required. In most cases, this work typically lasts around two to three days outside each property.
Will you need to dig up my driveway?
Probably not, most homes can be served aerially by a nearby pole. If your premise does need connection via the underground network, our engineers will walk you through the proposed route, then you can decide on what works best for you. If we do need to dig on your property, we will make sure that we replace any ground we’ve moved to the highest possible quality. You can find out what to expect at a standard home installation here or by viewing the short video below.
Why do you need to put up new poles in my street?
Across the UK, some homes are served by old copper cables that have been buried directly under the concrete on your street. When companies like us, Openreach or other network providers come along to install full-fibre, there can sometimes be no existing ducts within which to install our cables and we are faced with two possible options. To either install new underground telecom ducts or install new poles. The installation of new underground telecom ducts is very costly, time-consuming and hugely disruptive to residents both in terms of the need to dig up roads, streets and pavements but also to potentially dig up pathways and/or gardens to install a new duct and fibre. Alternatively, we can install new poles which are quick to install, less costly and disruption is minimised. For more information please click here.
Is planning permission for a new telegraph pole required?
Under existing permitted development planning rules, masts, or poles less than 15 metres high can be deployed without being subject to planning consent except those listed under Article 1 (5) of the Town and Country Planning (General Permitted Development) Order 1995. These include national parks, areas of outstanding natural beauty (AONB), conservation areas, areas of special scientific interest (SSIs), the Broads and World Heritage Sites. However, Freedom Fibre will submit a Section 5 notice to the planning team within your local Council for their assessment and we will work with them to establish the locations of any new pole installations.
Can I request for the position of a new pole to be moved?
We can provide the location of where we expect new poles to be sited, and we may, in some cases, be able to reconsider pole locations, but only within limitations. Please note that we cannot move an existing pole that has already been erected.
I would like to compliment your construction team
Our teams are always pleased to hear positive feedback. Please feel free to contact us via email at email@example.com or call 0333 011 5110 to leave your feedback.
I have a complaint about the construction
We are very sorry if you have encountered a problem during our construction work. Please let us know the details by contacting our careline team at firstname.lastname@example.org or calling 0333 011 5110.
I have more questions, who can I talk to about this?
Our careline team are more than happy to assist you if you have further questions. You can call our careline on 0333 011 5110. Our lines are open Monday to Friday, 09:00 to 17:00 or you can email us at email@example.com.
WE'RE HERE TO HELP
If you have any questions regarding the benefits of full-fibre to your home or what’s involved with an install, please click here and use our form to contact our Careline Team.
If you’d like to discuss broadband packages or book an installation to connect your home or business to our network, please contact TalkTalk’s sales team on 0800 049 0182 (residential) or 0800 131 3000 (business).
For any enquiries relating to billing or to report a service fault, please contact TalkTalk’s customer service team on 0345 172 5139.