Frequently Asked Questions
We are a brand-new, community minded Full Fibre Internet Service Provider based in Eastbourne, East Sussex.
We are dedicated to bringing you hyperfast and hyper reliable 100% full fibre broadband, replacing the slower copper used by other providers.
We are an independent company, based in Eastbourne. We are not reselling the Openreach Network, unlike the major ISPs. We are operating a 100% full fibre network (FTTP). You, the customer, deal with us all the way through.
We are also partnered with City Fibre and act as an ISP (internet service provider) for them, which means that in areas where we do not operate our own Full Fibre infrastructure, we can access the City Fibre network instead.
For more information see About Us
The main type of broadband connection most network providers use to link the local telephone exchange to your house is ‘FTTC’ (fibre to the cabinet). This uses a fibre optic cable to the cabinet, but then copper cable from there to your house. This means that there is a fast connection to the cabinet, but their networks then rely on a comparatively limited and slower copper connection from the cabinet to your home. And the further your house is from the cabinet, as well as the age of your copper cable, the slower the connection.
Instead, Lightning Fibre uses next generation Full Fibre broadband or ‘FTTP’ (fibre to the premises) - a fibre optic cable connected directly from our own ‘exchange’, to your home without using any copper cable. It’s the thickness of a single strand of hair, can go miles and is delivered by light not electric current. It’s the latest, fastest and most reliable broadband technology which only the fortunate few can get.
Download speed is the rate at which you can receive data from a source, on the Internet to your modem and computer or other devices in your home or work. Similarly, the upload speed is the rate that data is sent from your computer or other devices to a destination, on the Internet.
Speeds are measured in Megabits per second (Mbps) and in the case of our top packages, Gigabits per second (Gbps). 1,000 Mbps = 1 Gbps. To add some context, East Sussex has an average download speed of 30Mbps*
We’re not only bringing you a lightning-fast Full Fibre experience, we’re also delivering it at an incredible price. We beat the mainstream provider’s ‘Superfast’ and ‘Ultrafast’ packages which give you slower speeds – especially when it comes to uploads.
- We’re a local employer - based in Eastbourne, East Sussex and provide all our customer support locally – no call centres abroad or faraway.
- Whether you're homeworkers, online gamers or a connected family – connected to the cloud, downloading the latest game or families streaming their favourite shows, you’ll now enjoy faster speeds and increased reliability, the like of which hasn’t been seen in Eastbourne, East Sussex and beyond before!
- Full fibre optic networks create less greenhouse gas emissions when compared to other access technologies, helping to protect and improve the environment.
Our standard prices start from £26 per month incl VAT for symmetric residential broadbandover 24 months, and from £35 + VAT per month for symmetric Business Broadband. Our packages and prices are listed on our website under the Broadband menu option. Our Social Tariff is just £15 per month.
Most broadband providers when they talk about a ‘fibre service’ they mean ‘FTTC’ (fibre to the cabinet). This uses a fibre optic cable to the nearest telephone cabinet, but then copper cable from there to your house. Meaning their networks rely on a comparatively limited and slower copper connection from the cabinet to your home. And the further your house from the cabinet and the older your cable is, the slower the connection.
Lightning Fibre uses next generation full fibre broadband or ‘FTTP’ (fibre to the premises) - a fibre optic cable connects directly to your home without any copper cable. Meaning no drop in speed or service. Full fibre is the most reliable, fastest and future proofed broadband technology available.
Yes! Lightning Fibre doesn’t just offer home broadband. We can also take care of your business needs for today and tomorrow, whether that’s with your current IT support partner, one of our local IT partners or simply the connection direct, we’re flexible and here to make it easy.
We understand that nearly all businesses operate online in some form and rely on that connection to keep the business operating and ultimately generating revenue. From simply maintaining the payment system to utilising the cloud, to securely store data and increase team collaboration, or connecting to the office remotely.
Fast, reliable broadband with our full fibre network not only increases your options and capabilities, it’ll likely save your business from downtime and loss of revenue, which can be experienced via on a lesser FTTC copper connection.
To find out more about our business broadband service and packages see Business Broadband and contact us directly.
With Lightning Fibre broadband no landline is required to connect your home or office to our service. Plus, because our Full fibre service is so fast and reliable you can use your mobile phone over our network like a home phone (with your providers call over WiFi app) – there is no additional or hidden line rental or call costs for this.
If you still want to use your landline, no problem we have a high-quality solution for that too! Please see our age – you’ll also be able to transfer your existing number over too. Alternatively, you can carry on with your current telephone provider if you wish.
With Lightning Fibre broadband, you have access to all the internet, cloud and online services you currently use. There’s no change – other than a much faster broadband service!
That means any email addresses and services you currently use won’t change.
We work as quickly and quietly as possible. Our street works may include the digging of narrow trenches, installation of street cabinets and, where possible, use of existing infrastructure space such as underground ducts and utility poles. Typically, we’ll only be working directly outside your property for a few days. We will ensure you have access to your property throughout.
Site compounds are necessary during construction for storage purposes and site welfare (including temporary serviced toilets) and will be removed as soon as possible. This is standard industry practice and based on regulatory requirements. Access rights are unaffected.
We only carry out work when we have a valid permit in place to do so. Once a permit is issued, we will send you a ‘Street Works’ letter and our Community Engagement Team may also knock on your door for a chat. We will endeavour to give you a week or two’s notice before we start digging. Please keep an eye out for our hand delivered street works letter (see photo). We also use lamppost signage to inform you of upcoming street works where possible.
Standard Permit Conditions allow Statutory Undertakers to work between 08:00 and 18:00 Monday to Saturday, and on Sunday between 09:00 to 13:00. Generally, however, Lightning Fibre crews tend not to work on Sundays. Depending on the street, ESCC Highways may stipulate limited work periods due to material conditions, for example potentially no carriage way crossing undertaken during rush hour on a main road.
Our Community Engagement Team work Monday to Friday 09:00 to 19:30, this includes door to door interactions. We occasionally work on Saturday. We will not knock on your door on Sunday. If you would like to remove a specific address from door canvassing, please notify our customer services team on 01323 380260.
Our customer service team are available by phone Monday to Sunday 08:00 to 20:00 including most public and bank holidays. This includes tech support and customer service teams, including any complaint handling. Customers can raise support tickets 24/7 using the dedicated customer portal.
Our sales team are available by phone Monday - Saturday 09:00 to 18:00, and you can pop in to our retail unit in the Enterprise Centre Monday to Friday 09:00 to 17:00 (our physical office is closed at weekends).
Lightning Fibre’s designs won’t require us to build on your land. Where a private road exists, the Community Engagement Team will liaise with the relevant parties in advance to obtain permission to build.
We will install a small access chamber outside your home or business.
Once you sign up to Lightning Fibre you agree that we can install on your property. On the day of install, our team will walk and talk and plan the route with you before they start any work.
Yes, we may ask you to move your vehicle to give us access, but we will keep this to a minimum. We’ll leave a note on your windscreen or knock on your door if we need to ask you to move your car.
Some of the paving slabs we have to lift are very old and brittle, many are broken in several places before we arrive. It’s impossible to avoid some breakages. We take care to ensure that our work does not create trip hazards. The county council is responsible for maintaining and upkeeping the roads and pavements. Lightning Fibre, our contractors and East Sussex County Council (ESCC) Highways Inspectors undertake a walk through prior to works starting to identify and agree which slabs will be replaced and which will not be replaced. On occasion, we are permitted to relay broken slabs by exemption.
We take photographic evidence before and after construction to ensure that we leave an area in the same or better condition than we found it.
We do have 6 months after construction is finished to carry out remedial action, so just because our team has left your area does not mean we won’t be back to fix things. However, if you feel there are trip hazards, please do notify us immediately by email or phone as we will rectify this straight away.
In some areas, Lightning Fibre is a network operator - we own the full fibre network. In other areas, to avoid over-building multiple infrastrucuture providers and causing unnecessary disruption, we use the City Fibre symmetric full fibre network and act as an ISP (internet service provider). This means that more customers can access the amazing Lightning Fibre prices and customer care in more areas, beyond the limitations of our own physical network locations.
Our Installation Engineers are all amazing! They work respectfully and they will clean up after themselves. They'd love a cup of tea or coffee whilst they work! They'll ensure you're happy with their installation plans before starting work at your property. If you are accessing the Lightning Fibre network, the installation team will be direct employees of Lightning Fibre. If you're accessing the City Fibre network, the installation team will be City Fibre employees or sub-contractors. Either way, if there are any issues you can call Lightning Fibre's customer care team on 01323 380260 as we remain your single point of contact at all times.
Block pave footways will be reinstated to as close to original condition as possible, blocks will be sanded with dry kiln sand and vibrated into place, post lay. If rain is expected or indeed occurs shortly after reinstatement, the area will be sanded at a later date. Occasionally an area of block paving may be suitable for tarmac reinstatement, this is agreed in advance with ESCC Highways.
All sites to be cleaned after completion with jet washing if necessary. In certain instances, jet washing cannot be undertaken due to liability issues for both our contractors and LF i.e. damage to 3rd party assets (cars that won’t move etc).
If you have any issues with our construction work, require access or have a complaint, the most effective thing to do is speak to a member of the construction team on site at the time. If there is no one to speak with or you prefer to call or email, you are very welcome to do so and we will endeavour to respond to all enquiries as soon as possible.
We are a local network builder, operator and ISP and local goodwill is very important to us. We are a responsible local business and we take all feedback very seriously; we try to do the right thing, but when we do get things wrong we will do our best to put things right as quickly as possible.
Yes. The Lightning Fibre Social Tariff gives access to our amazing, symmetric Full Fibre broadband network for a reduced rate, and is available for customers who receive means-tested benefits including Universal Credit and Job Seekers’ allowance. This broadband is delivered in exactly the same way as our standard packages, just at a lower price. You’ll receive the same amazing customer service, the same reliable Full Fibre connectivity, a free modem and router, and symmetric speeds (upload and download) of 50Mbps guaranteed at the modem.
Yes. We treat all our customers fairly and with respect. We pledge to listen to, help, advise and support our vulnerable customers as best we can. You can notify us of circumstances that make you temporarily or permanently ‘vulnerable’ so that we can offer you the appropriate extra help or support or meet any specific accessibility or customer service needs. Things that might mean you require extra support may include:
Your age;
A physical disability;
A learning disability;
A physical illness;
A mental illness;
Literacy or Communication challenges;
A change in circumstances, including bereavement or job loss;
Financial difficulties.
We guarantee your package speeds ‘at the modem’ (ie. hard wired). WiFi speeds vary based on a range of factors and will vary based on the age and capacity of device you are using. So, whilst we cannot guarantee WiFi speeds, you should enjoy decent connectivity around your property. However, if you have some areas where your signal is weak, we can provide an Extender to boost the signal. Each Extender is £4 per month incl VAT. Please note, each extender requires a power source.
‘Lightning Fibre’ is the trading name of LF Holdco 2 Ltd. Questions should be emailed to ask@lightningfibre.co.uk or please call 01323 380260.
On 19th February 2024, the business and assets of Lightning Fibre Limited were transferred to LF Holdco 2 Ltd. The Lightning Fibre business continues to trade as normal.
No. Lightning Voice and Lightning Voice Plus require a working broadband connection and electricity to power the router. If there is a broadband failure or power cut, Lightning Voice and Lightning Voice Plus will not work.
In case of an emergency, you must always have another means of making calls, such as a mobile phone with a good signal, to contact the emergency services.
Please call us on 01323 380260. If you add Lightning Voice and Lightning Voice Plus to your contract, the minimum service period for the whole service will renew at that point (unless you are on a social tariff).
No. Lightning Voice and Lightning Voice Plus is an additional service to Lightning Fibre Broadband users. It cannot be purchased without also purchasing our Broadband service.
The number will be assigned entirely at random, and we are unable to modify or choose the number. It will include the relevant 'area' code for your property.
Lightning Voice - this is effectively as pay as you go package, costing £0.10 per minute to make calls. If you make calls to another Lightning Voice number, the calls are free on this package.
Lightning Voice Plus includes ‘unlimited’ calls to UK landline and mobile numbers (01, 02, 03 and 07) excluding Channel Island numbers, as well as UK Emergency services and UK freephone numbers. Please note that you are unable to dial international or premium-rate numbers. Unlimited calls are limited to one hour per call, so if you make long calls, to ensure the call remains free, you would need to hang up and reconnect after one hour.
No, you can use your existing handset. The service uses a phone adapter (provided free of charge) that plugs into your Lightning Fibre router and then to your existing telephone handset. However, if you don't already use a handset then you will need to purchase one. Lightning Fibre do not supply handsets.
If you are already a broadband customer and you add VoIP, we will send your adapter by post within 5 working days of your order. If you buy VoIP at the same time as Broadband, this will be provided with your router.
Yes, all the features you had previously are also available with Lightning Voice and Lightning Voice Plus.
Reject all calls (do not disturb)
*261* activate
#261# deactivate
Reject anonymous calls
*227* activate
#227# deactivate
Withhold caller ID (if you have ID withheld function turned off)
141, followed by the number you want to call
Release Caller ID (if you have ID withheld function turned on)
1470, followed by the number you want to call
Turn on Caller ID Withheld function
*141* activate
#141# deactivate
Announce last caller ID
1471
Erase last caller ID
1475
Activate Voicemail
*1571* activate
#1571# deactivate
Access Voicemail
1571
Call forwarding
*21* activate
#21# deactivate
If you choose not to keep your existing telephone number, you will be given a new telephone number which will be emailed to you after you've been installed.
If any of your questions have not been answered above, or you require further support, simply get in touch with our team via 01323 380260 (8am - 8pm daily).
Yes, we can offer a number porting service for £12 including VAT (one off charge). Number porting can take a few weeks, you can use your new virtual landline phone service whilst we port your old number.
Our system does not link to the BT/ Openreach equipment in your home so no, these sockets will not work with Lightning Voice and Lightning Voice Plus. Cordless phones will work throughout the property as long as the base unit is plugged into the Lightning Fibre router. (They will not work in the event of a power cut or network outage).
Please ensure that you read our Terms and Conditions for the legal aspects of the Agreement you will be entering into if you purchase Lightning Voice and Lightning Voice Plus, including how to terminate your Agreement.
One Touch Switching (OTS) means that we manage the cessation of your exisiting broadband services with your current provider and inform them that you are joining Lightning Fibre. We deal with everything for you.
Please note, if you are not using OTS, you must contact your provider as we cannot do that for you.
If you are leaving your provider to join us, or leaving Lightning FIbre to join another provider, you may be subject to Early Termination Fees (ETFs)
These are calculate once your termination date has been confirmed.
If you are leaving Lightning Fibre, we’ll need you to return our modem, router and any extenders to us. The equipment is rented to you as part of our service, and failure toreturn items will mean we need to charge you a fee.
We’ll send you another email to let you know what items you need to return to us and how to do so. (You are very welcome to drop it off atour retail unit in the Enterprise Shopping Centre, Eastbourne).
If you are leaving another provider to join Lightning Fibre, it is likely that your current provider will also require you to return their equipment to you; they will email you more information directly.
We only provide Virtual Landline services to customers who also use our Broadband service, so moving away from us for Broadband means that your Virtual Landline services will also be terminated. You will need to make other arrangements for your VoIP services if you decide to leve Lightning Fibre.
If you are leaving Lightning Fibre and you want to take your existing phone number with you, you’ll need to undertake ‘number porting’; this may delay your services being moved to a new provider. Number porting will usually incur an administrative fee charged by your new provider.
If you are joining Lightning Fibre as a new broadband customer and wish to undertake number porting, there is a one off fee of £12 incl VAT. Number porting from an old provider to Lightning Fibre is quite straigh forward but may slightly delay your services being moved from them to us.
If for any reason a new provider initiates One Touch Switching on your behalf, and you did not want to leave Lightning Fibre, it is important that you contact them straight away. We cannot do this on your behalf.
If you are uncertain about switching providers, have any questions for us, or you did not ask an existing provider to initiate a One Touch Switch, please call us as soon as possible on 01323 380260.