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What support will I receive?

Our offices are open for direct contact from 9am till 5pm, Monday to Friday.

Our Support team will work with you to provide advice and support on any issues you may encounter. This also includes regular updates. Depending on the nature of the issue, we aim to update customers every 4 hours (sooner if possible).

Process before I sign up with Air broadband

Before you sign up with Air Broadband, it is always best to have an overlap in service so that you are not left without the internet.

Troubleshooting broadband issues

If you are experiencing broadband issues, it is always helpful for the Support team if you can take photos of the physical setup in your home (cables, router, etc). The Support engineers will also ask you for a wired and wireless speed test. We recommend https://www.nperf.com/en/ for speed tests.

What router will I receive?

We currently offer the TP Link AC1900 Archer C80. This is a very good router with great Wi-Fi.

Can I Use My Own Router Equipment?

At Air Broadband we pride ourselves on being a friendly, flexible bunch, and with that in mind, we have no problem with you using your own router to connect to your amazing Air Broadband fibre connection.

But we have to warn you that every router has its own individual needs, and requirements, some more than others.
So to do so and get the most out of your Air Broadband connection we will to check if you are going to be on the CityFibre network specifically, or any of the other fibre partners we work with such as Full Fibre, OFNL, VX Fibre, MS3, W&F, GoFibre, Connect Fibre or anyone else. Whoa thats a lot of fibre.
Why is this so? CityFibre requires that your router must be VLAN compatible for it to work on that specific network while our other network providers do not have this requirement.
But the great news is you can do this yourself!

Here are a couple of easy steps to get your own equipment powering your Air connection:

  1. Contact us and we will check your service agreement and location
  2. Access the router settings menu
  3. Locate the VLAN ID and set it to 911
  4. Locate the IP Assignment and make sure it is set to DHCP (may be set to PPPoE by default)
  5. Once these initial steps are completed please contact us either by our support inbox support@airbroadband.co.uk or by phone at 01223 653400 to provide us with the MAC address (usually located on the label on the router). A MAC address looks like “xx:xx:xx:xx:xx:xx” and it should be labelled as MAC or MAC ID or similar and is a mixture of numbers and letters.

Then your own equipment will be ready to share your wonderful Air Broadband connection throughout your home or business.


Help with Wi-Fi

Wi-Fi can sometimes be a tricky problem to solve. Once you have provided the required information (E.g. a wired speed test and a wireless speed test) we can assist you in diagnosing the issue.

Possible problems:
Internal construction of the home, your router location, router settings or the radio frequency (RF) band used, intermittent Wi-Fi, no Wi-Fi, Wi-Fi speed issues on different devices, etc.

Safety and security (NAT)

Our network is designed as a CGNAT Network (carrier-grade NAT), a type of Network Address Translation (NAT) for use in IPv4 network design. This effectively means that it provides an even more secure network structure. Traditional port forwarding will therefore not work in the same way. In some cases you may require a fixed public IP address (e.g. if you’re hosting a web server from your home, or use certain security systems etc.). Our team is more than happy to provide you with more information on this.

How do I test my broadband speed?

If our support engineer requests that you measure your speed, follow these steps:

  1. Connect your laptop or PC directly to the router on one of the spare LAN ports
  2. Once connected, navigate to https://www.nperf.com/en/ on your browser and follow the steps
  3. Make a note of your wired and wireless connection speeds
  4. Send your readings

In some cases your laptop’s NIC (Network Interface Card) specifications may not be able to support the broadband speed that you are receiving. As a result, a speed test won’t help. Technology moves quickly, so even devices that are only a few years old are not able to keep up. In this case, it’s best to reach out to your device manufacturer to ensure you can have the speed delivered by your device.

Can I connect to broadband using my own router?

You are welcome to use your own router if you prefer (as long as it is compatible). Simply provide us with the MAC address of your router and we can help you set it up.

Understanding your IP address

When you purchase a service from Air Broadband, you will be provided with a static IP address. A static IP address makes it easier to work remotely using a Virtual Private Network (VPN). If you require a specific IP address for return information, you may have to purchase a fixed Public IP address.

Engineer visits

If we are unable to resolve your issues remotely, we may opt to send an engineer to your home (this may be from a third party). If the issue is found to be due to human error or your home, the engineer visit may be chargeable. This is currently £60.

Is Air Broadband right for me?

It may sound biased, but the answer is: yes! Our Gigabit capable services are especially useful for gamers, home workers and families. If you’re in need of an upgrade, why not try something different?

Can I use BT, Sky or TalkTalk as my ISP (internet service provider)?

No. These companies have chosen not to offer their services on the network. But as our network continues to grow, they may decide to join.

How long are your contracts?

These are dependent on the package selected from the chosen ISP, but a typical package normally lasts for 12 – 18 months, depending on the product. At the end of a contract, you’ll be able to change your ISP.

What is latency?

Latency, or your ping rate, is the time it takes for your broadband to connect to the local server. The lower the ping rate, the quicker the connection and the smoother the service. This is especially important for online gaming, where matches can be won and lost on split-second reactions. Modern smart homes also need low latency to function best. The ping time on our network is normally less than 20ms, which equates to a very quick response time.

What’s the best package for VoIP services

VoIP stands for Voice Over Internet Protocol and refers to various communication methods conducted via the internet; including voice, SMS, and voice messaging. Fibre broadband is ideal for VoIP services; your existing telephone number can be transferred to the service, so you will not need to pay for the copper landline connection. Air Broadband’s VoIP service provides virtually unlimited UK national and mobile calls, with low-cost International call packages also available.

How long does it take to connect my home

This depends on the network that can service your premises. Typically between 5-10 days. But installation itself usually takes between 1-2 hours depending on where your router is located and any other factors.

Are your quoted speeds realistic?

Yes they are!

However, if for some reason you do not get the top speed outlined in your package, our support team will be able to help in most cases. This can be caused by a number of factors. We always advertise a minimum download speed for each service.

How does billing work?

We set up all payments as a Direct Debit. You will receive a link from EasiPay. If you are concerned any billing email you receive may be a scam, do not respond and please contact us first.


Check your postcode

Truly fast broadband shouldn’t come with a painfully slow sign-up. Just pop in your postcode to find out if we’re in your area. All our fingers and toes are crossed for you!