Check out our FAQs for answers to common questions:
We hope this FAQs section helps answer your questions.
If there’s anything else you’d like to know, feel free to contact us.
Full Fibre broadband is a high-speed internet connection that uses fibre-optic cables all the way from the exchange to your home. This provides faster and more reliable internet compared to traditional copper or hybrid connections.
All our tariffs are multiple times faster than the UK average ensuring ultra-fast downloads, smooth streaming, and seamless online gaming.
Our fastest broadband delivers speeds up to 2.2 Gbps (2,200 Mbps). This is 32x faster than the UK average of 69.4 Mbps (Ofcom, March 2023). Our 900 Mbps tariff is 13x faster than UK average, and the third tariff in our portfolio, at 150 Mbps, is 2x faster than the UK average.
We offer symmetrical speeds (meaning our upload to the internet is just as fast as our download), wherever the technology is available. The UK average for upload is even slower at 18.4 Mbps so we are up to 136 times faster on upload speed versus the UK average.
You can check the availability of The One in your area by entering your postcode on our website’s availability checker. If it’s not available yet, you can register your interest, and we’ll notify you when it becomes available.
You can register your interest and let us know your contract end date, and our friendly team will keep in touch and be in contact to remind you when your contract end date approaches.
We provide an eero router with every broadband tariff from The One. The eero router is a modern, high-performance, user-friendly device that provides strong, reliable WiFi coverage throughout your home. It supports the latest WiFi standards (all our routers are at least WiFi 6) and offers robust security features to protect your network.
Additional eero devices (boosters) can be added, either wired or wireless, to build a mesh WiFi network to boost WiFi coverage to deliver strong, fast stable WiFi throughout the home. Where traditional WiFi systems use extenders to amplify a signal, mesh WiFi devices are placed around the home and work together to create a unified, wide-ranging WiFi signal.
Boosters can be selected during your order process, and additional boosters can be added during your contract period. Boosters are priced per device, per month.
The One eero app (available on iOS and Android) enables you to set up and manage your WiFi network. You can create profiles, set up a guest network, schedule WiFi pauses, monitor real time data usage, set and manage Parental Controls and manage your network settings.
Our eero routers come with advanced security features, including automatic updates, secure guest access, parental controls (pause and schedule WiFi, block and allow apps and websites) and network activity monitoring to keep your connection safe.
Yes, as part of eero Secure, included in every subscription, you can set up Internet Back Up, so that your WiFi devices will switch to access the internet via a pre selected mobile device (such as your mobile phone).
Yes, you can use your own router. However, we recommend using the eero router for optimal performance and seamless integration with our service and features
No, our broadband plans come with unlimited data usage. Enjoy surfing, streaming, and downloading without worrying about data caps.
The available installation dates are usually available two weeks from your order date. Installation usually takes 1-2 hours. A technician will visit your home to set up the fibre connection.
You will select your preferred installation time frame when you place your order, and we’ll contact you to confirm the date and time. We will contact you by email and SMS with confirmations and reminders.
Pre-installation:
- Think about where you would like your fibre connection to enter your home
- A small hole will be drilled to feed the cable through, but don’t worry as this will all be cleaned up and sealed.
- You will need two spare plug sockets close to the fibre entry point to power the new connection box (ONT) and the broadband router.
- Make sure someone over 18 is at home, as our engineer will need to come into your home to install and check the new fibre connection
More information is available in our installation guide here.
Setting up your eero router and extenders is simple:
- Our installation engineer will set up the fibre into a small unit (called an ONT).
- Connect the router to the ONT with the cable provided
- Download the eero app and follow the very simple in-app instructions.
- Place additional eero extenders in areas where you need better coverage and follow the app setup process.
You can reach our customer support team through your MyAccount page, email, WhatsApp, webchat or phone. See Contact Us for more details
You can manage your account and billing through our online portal, MyAccount. Simply log in with your credentials to view your and manage your account
We do not provide a phone line as part of The One service. Full fibre broadband does not require an old copper telephone line, and we don’t believe you need the cost and hassle, when for most people mobile or app based calling with WhatsApp, Facetime etc, has replaced old land line telephony.
No, we don’t provide a TV service. We don’t believe that you need us to charge you more, when you can access such great content directly from Netflix, Amazon Prime, Disney, BBC and more! With The One Broadband, we only offer full fibre broadband, so your streaming experience will be fantastic and buffering a thing of the past.