Setup
What Is a Fibre ONT? A Simple Guide
If you’ve recently had full fibre broadband installed, especially from providers using CityFibre or Exascale, you’ve probably…
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Guides for your home
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Terms & Legal
Your rights and responsibilities
When using our services, customers agree to abide by our terms of service, which are designed to…
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Terms & Legal
What is a Service Level Agreement (SLA)?
A Service Level Agreement (SLA) records the service commitments agreed for a particular product. It helps you understand…
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Terms & Legal
Understanding our service terms
Your Exascale service agreement explains what you’re ordering, how it is delivered and the responsibilities on both sides.
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Account
I’ve forgotten my password
If you forget your My Account password, visit the login page and click the “Forgot Password” link.
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Account
Updating your account information
Keeping your account details up to date helps us serve you better. You can update your contact…
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Account
Accessing and managing your account
To manage your services, simply log in to your My Account portal using your registered email and…
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Service status
How we keep you updated
As a business we prioritise transparency and communication. During planned maintenance or unexpected outages, we provide timely…
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Service status
What to do during a service outage
If you notice your internet or phone service is down, first check the Exascale status page for…
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Service status
How to check your service status
Stay informed about any planned maintenance or unexpected outages by visiting the Exascale status page. This page…
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Upgrading
Understanding the Gigabit Broadband Voucher Scheme
The Gigabit Broadband Voucher Scheme, delivered by Building Digital UK (BDUK), helps fund gigabit-capable connections for eligible homes…
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Upgrading
Benefits of upgrading to Full Fibre Broadband
If you’re still on a copper or part-fibre connection, switching to full fibre broadband is one of…
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Help & Support
Frequently asked questions
Use the postcode checker and select your address. Availability and package options depend on the individual premises, rather than the postcode alone. For business connectivity requirements, contact Exascale with the installation address.
Check the package information and your order paperwork for the price, contract length, equipment and any setup charges. Residential and business services can have different terms; do not assume that one guide applies to every connection.
Follow the installation information for the service you have ordered. Check appointment arrangements, access to the premises, the proposed equipment location and power requirements. Installation work and lead times depend on the service and address.
Confirm number-transfer eligibility and the switching process before cancelling your existing service. Broadband and telephone services may need separate arrangements. Contact Exascale if you rely on an existing number or equipment connected to a telephone line.
Stay connected & competitive
Our friendly team will be in touch. We aim to reply to your inquiry within 24 working hours.
Sales & Support:
+44 (0)330 010 0140General:
[email protected]Sales:
[email protected]Abuse:
[email protected]