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Frequently Asked Questions

What equipment is used for installation at my premises?
Our CPE (customer premises equipment) consists of a Ubiquiti receiver, an indoor adapter that needs a mains socket, the necessary cabling from roof to adapter and a 2m Ethernet cable from the adapter to the customers’ appliance.
What happens on the day of installation?

Our fully trained engineers will arrive at the appointed time and make their way to the most suitable point for the CPE (usually your roof, or wherever your TV aerial is).

Once in position they will check the received signal strength from the nearest PBB Access Point. If the signal strength is up to our high standards they will proceed by fixing the CPE in position and running the cabling into the house (usually your front room roughly in the same location as the cable from your TV aerial).

Indoors; you will need to allocate a mains socket into which the adapter will be plugged to power the CPE. Into the adapter we connect the cable from the CPE, and also an Ethernet cable which will connect to your choice of device, perhaps your desktop PC or a wireless router.

Your internet will now be ready to use.

If, when we do your site survey (which will usually be on the same day as the installation), the received signal strength from our Access Point is below what we consider to be an acceptable level, we will not proceed with the installation. In these circumstances we will not make any charge.

Do I need to have a large antenna on my building?

No, you don’t need a huge antenna or satellite dish outside your home to use Purebroadband. We will supply all the equipment needed. A small box or dish) goes on the outside of your house, usually below your TV aerial.

How do I find out my current connection speeds?
Try an independent speedtest here.
What speeds can I hope to achieve?
This will depend on your location and numerous other factors. We will ascertain your speeds on the day of install and only proceed if we are all happy.
The icon in my Task bar says I’m connected at 100 Mbps. Is this correct?
Yes and no. The connection referred to by this little icon is the connection between your computer and your router or other local network equipment (a switch, for example). It is NOT the speed of your connection to the Internet.
Can I use my XBox LIVE or PSP with Pure Broadband?
Yes, latency with a PureBroadBand connection is low and the high available bandwidth makes it ideal for online gaming.
What do I get for my money?
This depends on the package you purchase. Please take a look at our fantastic packages here.
Why do I not need a phone line?
Our service is delivered wirelessly, direct to your premises. We do not rely on Kingston Communications for any of our infrastructure. So, if you are happy to rely on your mobile for voice calls, or would like to give VOIP (voice over internet) phone systems a try, there is no reason to continue to pay line rental.
Will the service interfere with my phone line?
No, this is a completely separate technology.
Can I keep my current ISP email account?
Yes you can whether you are a business customer or a residential customer both can be retained. Please get in touch with us prior to install/cancellation of your old supplier and we’ll tell you how.
Can I use VoIP (Voice over Internet Protocol) over your broadband service?

Yes you can. Although we don’t as yet provide a VOIP service ourselves we will gladly recommend providers.

PBB has been using a VOIP service for many years and we are very happy with the options it provides, and the (small) bills.

How will I know if I can receive signal in my area?
You can contact us to check overage here. Though for absolute accuracy we will not know till the day of install. If the signal does not exceed our threshold we will not proceed with installation and you will not incur any costs. The reason that we insist upon this policy is that adding subscribers whose signal strength is below our threshold will degrade the system for all.
Can Pure Broadband come to my area?
If your area is not listed, don’t worry. PureBroadBand are continually expanding and we are interested in launching in any area. The best thing to do is to register you’re details here (including postcode) and suggest that friends and neighbours in your area do so as well.
How secure is a wireless network in comparison to a wired network?

PureBroadBand’s service is highly secure as it works on frequency hopping technology. However, always on connections are inherently more vulnerable to attack, we recommend that business users install a firewall to protect their network. The level of security required will be dictated by the value of the data on the network.

How and when will I make the payment for installation?
You can pay by cash/cheque or card on the day once installation has been completed (this amount will be install plus first monthly line rental). Following payments can be made by direct debit. Please get in touch if you prefer an alternative payment method.
How and when will I make the payment for line rental?
Monthly direct debit on the same day of the month as the first payment was made.
Can I use my existing wireless router?

You may need to reconfigure your router to use on our service although ADSL routers can be used these are not optimal and may not offer you the best service. We sell pre-configured routers starting at just £39.95. Take a look here or call and ask an advisor for more advice with this.

What if I move house?

As long as you move within the coverage area, you will still be able to subscribe to the service. However we will need to move the wireless equipment to your new address for which there will be a charge of £55.

Please contact our Customer Support Helpdesk on 01482 778838

If you move outside of the coverage area you will need to contact us to terminate the service giving one months notice. You will still be required to pay for any minimum commitment period.

Who owns the equipment on my roof?

The equipment itself is part of our network infrastructure. Naturally we need access to it so that we can maintain the network and update the CPE as and when required.

However, the security of the network, and therefore your security, are our number one priority, so access codes and passwords are restricted to PureBroadBand engineers. This ensures that the settings and configuration of our rooftop devices are only be changed by us.

When your contract ends, or our service is no longer required, we reserve the right to collect the CPE from the property.

This makes sense for all as it will be of no use to any person that does not subscribe to our service.

If I am using a wireless router at home or in my office, can I still use your service; won’t they interfere with each other?
Yes, you can continue to use your wireless router. Although PureBroadBand is a wireless system, the frequencies used by our network are totally different to those used by wireless routers designed for indoor use.
What makes Pure Broadband better than the rest?
Faster download speeds, no data limits, competitive pricing, staffed by experienced IT professionals, and completely independent of traditional landline technology.
Can I keep my existing email address but switch to your service?

You will need to check with your email service provider.

However, if you use a webmail service such as Yahoo! Mail, Google Mail or IM then you can use these from any browser with an Internet connection.

What is your Fair and Acceptable Use.

Our policy is available here as an Adobe Acrobat file.

Cancellation policy and guidelines.
Full refunds will be given if cancelled with in the first three months for full details see here.
If I have any concerns who do I contact?

Our customer service department on (01482) 77 88 38 (Mon-Fri 9-5pm), email support@purebroadband.net or text 07879 553405 for out of hours support.

Contact Us

Visit: 364 Anlaby Road, Hull, HU3 6NS
(Mon-Fri: 09:00 - 16:30; Sat: 09:00 - 13:00)

Phone: 01482 778838

Email: info@purebroadband.net

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