Ask Swish

As part of a £250 million-pound investment to create a state-of-the-art 10,000Mbps full-fibre network, we are currently building our network across towns in the Home Counties.  

This page is designed to keep you informed of progress and where we are currently working.

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Frequently Asked Questions

If you have a question not covered, drop us a line and we'll get right onto answering your query.

1

How will the COVID-19 pandemic be affecting your plans for construction?

Broadband plays an essential role in the functioning of our society and economy, which is why the Government believes that national infrastructure projects that connect communities and businesses are more imperative than ever. At present the Government designates telecommunications work being undertaken by Swish Fibre and construction partner MGM Utilities under the “key worker” category.

 

In accordance with current Government guidance to continue outdoor work, we have taken the decision to keep our construction teams on the ground.

 

We will continuously monitor the situation and modify our approach in line with any changes in guidance with immediate effect.

 

Our commitment to health and safety remains paramount at all times, which is why all of our construction teams are equipped with the correct personal protective equipment (PPE) as standard. Alongside hi-viz protective clothing and hats, this includes masks, gloves and hand sanitisers.

 

While we continue with the planned construction in towns, we have already taken further action to play our part in fighting this new disease. Our offices are now closed, and all staff are fully set up to work remotely. This will mean we can continue to work and respond to any support or questions you may have regarding our operations.

 

The team will also be continuously updating a dedicated web-page for the residents at www.swishfibre.com/BuildUpdates. This page includes build updates, frequently-asked-questions and opportunities to speak with the Swish team, including regular online video calls.

 

While we had originally planned to have the Swish team on the ground to meet and discuss the project with you, the website will now serve as both the go-to source of information and our main communication channel with you until further notice.

 

In terms of our teams delivering these letters, we can ensure you that both their and your safety is our primary concern and we are strictly following government recommendations. All our teams are directed to regularly wash their hands during the work being undertaken and this will be enforced by senior team members on the ground.

 

Despite everything going on around us, we are deeply committed to our promise to deliver a state-of-the-art broadband network that will help the community thrive for countless generations to come in the future.

 

Stay safe and please get in touch via the dedicated web-page if you have any further questions. 

2

What is involved with installing Swish Fibre networks?

Like all utility companies, our network installation involves digging trenches. However, Swish use a variety of trenching methods in order to minimise traffic disruption and time spent in your area. At the same time, our engineers will install street cabinets for our high speed fibre connections. 

3

Do you have permission to install cabinets in my street?

Yes. Swish Fibre has been granted Code Powers by Ofcom and all other necessary permissions to undertake the work required. We have worked closely with your local authority to ensure the planning and coordination of our build programme is achieved to a high standard. All cabinet locations have been approved by the local authority. 

4

Where can I find information on the progress of the network installation?

We are currently building a dedicated online web-page for the Marlow community at www.swishfibre.com/Marlow. This will include, build plans, an evolving bank of frequently-asked-questions and opportunities to speak with the Swish team. We are committed to providing regular updates here to keep you informed of progress.

5

How long will you be building in my area?

The type and length of building works will differ per town and street and we endeavour to keep each of our communities as updated as possible with personal communications on individual builds. However, due to the urgent need for Full Fibre deployment across the UK and the often complicated nature of works, which may involve quick turnarounds in construction, we advise residents refer to the Swish Fibre Build Updates page at: www.swishfibre.com/buildupdates

Permits issued to Utility companies in the UK are also available on the public one.network website.

In each of the areas where Swish Fibre are working, there will be a permit board attached to the barriers with contact details for the local contractor.  You can otherwise contact us on: Tel: 0800 048 9415 / E-mail: support@swishfibre.com

6

Will my street be closed to traffic and will you leave my street the same way you found it?

Information about the start and end date of any road closure will be published on www.roadworks.org by your local authority. Swish Fibre will be issued a permit by the local authority prior to any works commencing. If we need to undertake any excavation work on the road or the pavement, we will reinstate it as close to the original surface as possible. For example, we will re-instate existing paving slabs or apply a covering of new tarmac, which will blend in to the existing pavement over time.

7

What happens if I have a problem with the works being carried out?

As homeowners, we appreciate that any disruption can be unsettling, which is why our construction partner – MGM Utilities – has been carefully selected to ensure the necessary work is completed efficiently and safely. To date, MGM has laid over 1 million meters of full-fibre cable across 52 individual projects, with NO reportable incidents to the Health and Safety Executive. 

 

Should you have any queries while construction is being undertaken, you can get in touch with us on 0800 0489415 or the Swish Team at support@swishfibre.com

8

When will I be able to get ultrafast full fibre broadband from Swish Fibre?

We’ll be in touch with you once your home is ready to be connected to our network. In the meantime, you can register your interest at swishfibre.com to be kept up to date with latest news and build updates.

While the disruption outside your property will be brief, you will soon be able to say goodbye to the daily disruptions you may be experiencing due to slow and inconsistent broadband speeds. 

 

Customer FAQs

If you have a question not covered, drop us a line and we'll get right onto answering your query.

1

How can I contact you for support?

You can reach our UK Customer Care team on 0800 0489415 or support@swishfibre.com

 

2

How do I order Plume pods/Static IP address/Call Forwarding?

To make further purchases, please contact our Sales team on 0800 0489415 or sales@swishfibre.com

3

How can I view my bill?

You can view your bill anywhere and anytime. Simply log into the Swish portal at portal.swishfibre.com/Authenticate

4

How do I access my online account?

Log into the Swish portal at portal.swishfibre.com/Authenticate 

When logging in for the first time click the ‘forgot your password’ link to set up your password for your account.  

5

How can I change the date of my Direct Debit?

To change the date of your direct debit, please reach out to our UK Customer Care team on 0800 0489415 or support@swishfibre.com

6

How do I change my service?

To amend your service, please contact our Sales team on 0800 0489415 or sales@swishfibre.com . Terms and conditions apply.

7

Can I keep my Sky satellite or Sky Q?

If you are a Sky subscriber and you’ve already got a Sky satellite dish then you can get Sky Q. Sky Q's online services will work with any broadband provider. Also, all streaming services will work with Swish fibre.
Further information can be found here.
Please email support@swishfibre.com should you require additional support.

8

Where can I find your policies and terms and conditions?

You can find all policies and terms and conditions at swishfibre.com/legal

9

How do I manage my Plume?

If you ordered Plume it can be managed on your smartphone or tablet. You can simply download the app by searching for HomePass by Plume via the Google Play (Android) or Apple App Store. Alternatively, please scan the appropriate QR code below for your chosen mobile device.

You can find set up instructions on the manufacturers website at support.plume.com/hc/en-gb 

10

How can I get the full performance out of my Full Fibre connection?

Our full fibre service brings ultrafast broadband speeds into your home, enabling you to connect more devices and have a great experience online. However, bear in mind that over Wi-Fi, you might not see the full blisteringly fast speeds as many devices are not capable of connecting over Wi-Fi at these speeds, plus environmental factors can interfere with the signal.

If you need to connect several rooms away from your router or if your home has thick walls we recommend using extra mesh Wi-Fi Plume pods to boost Wi-Fi coverage and ensure your devices connect on the faster 5GHz band if supported.  Try to position pods evenly throughout your home and away from anything that might interfere or block the signal, eg metal objects, large furniture or microwave ovens.

You can connect at the full speed of your ultrafast service by using a Cat 5e cable as long as your device has a Gbit Ethernet connection.

11

Why doesn’t my router look like a router?

You may have a traditional looking router, however for some customers your Plume Superpod is your router..  This small unit runs discreetly in your home, but delivers big performance.  It has tri-band Wi-Fi for the best connection and gives you full control of your home network with features like parental controls and network security, managed through the app.

For further details check Plume’s website https://support.plume.com

If you need additional wired connections, this can be provided with an Ethernet switch. Speak to the engineer or contact our customer care team on 0800 0489415 or support@swishfibre.com

plume pods

12

How can I log into my router?

Your Plume Superpod is your router. You can use the HomePass by Plume App to login and manage your router: see How do I manage my Plume?. For further information contact our Customer Care team on 0800 0489415 or support@swishfibre.com

13

Can I use my own router and/or Wi-Fi system?

Yes you can use your own router and/or Wi-Fi system. If your router has a gigabit Ethernet WAN interface you can connect this directly to our ONT (Optical Network Termination) 10GE port using an Ethernet cable. For further information contact our Customer Care team on 0800 0489415 or support@swishfibre.com

14

My internet isn't working, what should I do?

Before calling Swish, you can check the Swish fibre systems status at swishfibre.status.io/ to see the current service status and planned maintenance.

Fibre is fragile therefore you should avoid disconnecting it. You can make sure that your router or plume pod is connected to the ONT (Optical Network Terminator), where the fibre comes into your premises. It will only work if it’s connected to the ONT’s 10GE port with an ethernet cable.

Swish Fibre ONT box

15

How do I change my SSID (Wi-Fi name) and password?

If you have Plume, instructions can be found on the manufacturers site at https://support.plume.com

To update your access and passwords you can find instructions on the manufacturers site here or support.plume.com/hc/en-gb/articles/115015812747

16

How do I use the equipment safely and keep my service operating well?

To keep your service running smoothly and safely, please take care of your ONT and router by following this advice.

Operating conditions

  • Temperature, 5-40degC

  • Relative humidity 10-90%

Installation and location

 

  • For indoor use only.

  • Position all parts of the equipment, including power adapters, away from heat and sun (e.g. away from radiators, window sills or other electrical equipment that can get hot).

  • Keep the area ventilated (e.g. don’t put behind sofas or in cupboards) and don’t block any vents with objects or thick carpets.

  • Keep the device and cables out of reach of young children and pets.

  • Only use power adapters provided by Swish for your devices; contact our customer care team on 0800 0489415 or support@swishfibre.com if you need a replacement.

  • Electronic devices hate liquids; don’t place devices and power adapters in damp areas or near sources of water or splashes.

  • The device may cause scratches or marks if placed on fragile surfaces (e.g. veneered wood or delicate fabrics); place on a mat if needed.

  • Don’t use near flammable substances or in a flammable atmosphere (e.g. warehouse or garage).

Care and maintenance

 

  • Treat all parts with care; avoid heavy impacts, vibration and strain on any cables.

  • Dust with a soft dry cloth; don’t use water or solvents.

  • Regularly check for damage and ensure the vents are not blocked to prevent overheating.

Warnings 

  • If any parts of your product, power adapters or any cables appear damaged, stop using them immediately. Switch off your electrical socket if it’s safe to do so and contact our customer care team on 0800 0489415 or support@swishfibre.com.

  • Don’t try to open your devices or power adapters. There are no serviceable parts and you risk an electrical shock.

17

How do I use the Emergency Video Relay service with my Swish broadband?

Emergency Video Relay (999 BSL) is a service that allows British Sign Language (BSL) users to make a video call to the emergency services via an interpreter. The interpreter translates what the deaf user is signing into spoken English for the emergency services operator, and signs what the operator is saying to the deaf user. For further information about how to use 999 BSL service, please visit their website: https://999bsl.co.uk/.

 

Register your interest to keep up to date with progress

We hope you are excited to learn that you will be able to join only 8% of the UK population in becoming a Gigabit Home broadband customer later this year. 

 

In the meantime, you can register your interest to be kept up to date with all the latest news and announcements.

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