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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Practical help with broadband and connectivity
50 guidesExplore Exascale guides to choosing a connection, preparing for installation, switching provider and troubleshooting. Find help for your home or business, then follow the relevant service guide or contact our team for address-specific advice.
Upgrading
How to upgrade your existing package
Upgrading your broadband package with Exascale is easy. Simply contact your account manager, raise a support ticket,…
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Broadband speed
Understanding your speed results
Your speed-test result describes the connection between your device and the test server at that moment. It is…
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Broadband speed
What can affect broadband speed
Broadband performance depends on the service reaching your router and the equipment connecting your devices. Understanding the difference…
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Broadband speed
How to check and improve your broadband speed
A useful speed test checks both your broadband connection and the way your device connects to it. Start…
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Troubleshooting
I’ve lost connection, what do I do?
If you’ve lost internet access, follow these checks in order. They’ll help you get connected again or give…
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Troubleshooting
Fixing Wi-Fi dropouts
If Wi-Fi drops while your broadband stays connected, start with the device and wireless coverage. These checks help…
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Troubleshooting
My internet is slow, what can I do?
A slow connection can come from the broadband service, Wi-Fi coverage or the device itself. A short comparison…
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Switching to Exascale
Common questions about switching providers
Do I need to contact my old provider? For an eligible residential One Touch Switch, the new…
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Switching to Exascale
What happens on switch day?
Your order updates explain the agreed appointment or activation arrangements. A switch can involve activating an existing…
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Switching to Exascale
How to switch your broadband to Exascale
Start with an address check, choose an available package, then tell us whether you are switching an…
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Setup
Setting up your Exascale phone system
If you’ve received a phone system from Exascale, unpack the base unit and handsets. Connect the base…
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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.
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