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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

Why is Swish Fibre coming to your community?

Swish are building Full Fibre broadband networks across the United Kingdom to help achieve the UK Government’s strategic target to extend gigabit-capable broadband to 85% of UK premises by the end of 2025 and universal coverage by around 2030. Gigabit-capable broadband means download speeds of at least 1 gigabit-per-second (1Gbps or 1,000Mbps). Swish are taking this one step further by building next-generation 10Gbps or 10,000Mbps capable Full Fibre networks to ensure you have access to the best broadband in the UK.

2

What are your working hours?

Construction teams: (8am – 6pm Monday to Saturday)

Customer Care: (9am-5.30pm Monday – Sunday)

3

What are you doing to minimise the impact of street works on local residents?

Swish is regulated by Ofcom and has Openreach communications provider status, which allows the use of existing Openreach infrastructure (telegraph poles & underground ducting) to distribute Full Fibre. This is the quickest, least disruptive and preferred method of construction. If we are in an area where this infrastructure does not exist, we must complete civils work to build new ducting that will provide residents with access to Full Fibre broadband.

4

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 and all cabinet locations have been approved. 

5

When will you finish?

The type and length of building works will differ per town and street. We endeavour to keep each of our communities as updated as possible with personal communications on individual builds however we advise residents to refer to the Swish Fibre Build Updates page at: swishfibre.com/buildupdates. Permits issued to Utility companies in the UK are also available on the public one.network website.

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 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 within 14-days. For example, we will re-instate existing paving slabs or apply a covering of new tarmac, which will blend into the existing pavement over time. If you have any concerns about access to your property, please get in touch with the contractors on-site and they will assist you.

7

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

We appreciate that any disruption can be unsettling, which is why our construction partner has been carefully selected to ensure the necessary work is completed safely and as efficiently as possible. Should you have any queries during construction, you will find 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

8

In case of emergency – 24/7 line open:

In the unlikely event of an emergency, please refer to the 24/7 number attached to the permit board on the barriers. Permits are in-place with strict response times which fall under two categories for escalation. Category 1 emergencies which may be classed as a danger or hazard to the public will be responded to and made safe within 2 hours while Category 2 cases come with an 8-hour response time. The emergency line is open 24/7.

9

When will I be able to connect to Swish Fibre?

We’ll be in touch with you once your home is ready to be connected to the Swish Fibre network. In the meantime, you can register your interest at www.swishfibre.com to be kept up-to-date on progress.

Build FAQs

Swish Voice FAQs

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

1

What is VoIP?

VoIP stands for Voice over Internet Protocol. It uses your fibre broadband internet connection to enable you to make and receive telephone calls. Your Swish Voice phone service is a VoIP service and does not use the copper wires used by the old Public Switched Telephone Network (PSTN) phone services. 

2

Will my existing internal telephone sockets work with Swish Voice?

No, the handset must be plugged directly into the ‘Voice 1’ telephone port of your ONT and will be completely separate to the previous telephone sockets.

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3

I don’t have a landline at the moment, can I still get Swish Voice?

Yes. If you don’t have a landline we can provide you with a new telephone number when you sign up to Swish Voice.

4

Can I use my existing phone handset?

Most modern phones will work with our phone service. You will need an adaptor (BT socket to RJ11 plug) to plug your phone into the ‘Voice 1’ telephone port of your ONT. You can find instructions here www.swishfibre.com/voice-installation

 

If you have ordered our VoIP service our installer will be able to provide you with an adaptor.

5

Can I keep my existing telephone number?

Yes, we can port your number to us for a one-off fee. You should not cancel your existing phone contract with your current supplier until the phone number porting is complete. If you cancel your service before the porting process is complete they may reallocate your telephone number which will mean that your current number will not be able to be ported.

6

How long does it take to port my existing telephone number?

We will send you a Letter of Authority (LOA) to complete and sign so that we can port your telephone number to us. Once we’ve received your LOA it typically takes about two weeks to port your telephone number to us.

There may be some rare cases where we don’t have a porting agreement with your current provider and we are unable to port your number to us. In these circumstances we can provide you with a new telephone number so you can take advantage of having Swish Voice.

7

Do I need to dial the area code prefix for all calls made with my Swish Voice service?

Yes, you’ll need to dial the area code for all calls, whether local or national, made with your Swish Voice service.

8

Is the service compatible with an Emergency Alarm?

If you have fire, security or care alarms, or telehealth devices connected to your current phone line you will need to check with your device provider that they will work with a VoIP service.
 

VoIP requires the ONT to be powered on and working. In the event of a power failure your alarm may not work. Please check with your device provider.

9

What are the calling charges for Swish Voice Go and calls not included in my Inclusive minutes Voice plan?

Calls to UK geographic numbers starting 01 and 02, and to non-geographic numbers starting 03 are included in your minutes for the Swish Voice UK and Swish Voice World plans. Calls to premium rate numbers and other numbers such as those starting 084, 086, 09 or 119 are excluded. All call charges can be found in the Voice Call Plan and Charges document at www.swishfibre.com/legal

10

What destinations are included in my Swish Voice World Package?

Inclusive destinations can be found in the Voice Call Plan and Charges document at www.swishfibre.com/legal

11

Can I change my Swish Voice plan?

Yes, you can change your Swish Voice plan. Please contact our Sales team on 0800 0489415 or sales@swishfibre.com . Terms and conditions apply.

12

Why does my phone not ring when receiving calls?

There are a few reasons why this could be happening:
 

• Check that the ringtone volume on your phone is enabled and turned up.

• Ensure the handset is connected directly to the ‘Voice 1’ telephone port on your Swish ONT using the adaptor provided.

• If your handset is an old one the configuration of the connectors may be different. Replacing the line cord adaptor provided with an adaptor which has a ring capacitor may solve the problem.
 

If you are still having issues please contact our customer care team on 0800 0489415.

13

Will my Swish Voice phone service work if there is a power cut?

No. Your Swish Voice phone service will not work if there is a power cut or broadband outage. This means that you will not be able to make calls using your Swish Voice phone service, including calls to emergency services. You will need an alternative way of making calls, for example a mobile phone with a good indoor signal.
 

If you do not have another way of calling Emergency Services, please call our customer care team on
0800 0489415 and we will arrange for a Battery Backup Unit (BBU) to be provided to power your phone for at least an hour. Please note that for the BBU to work you will need a corded phone, as this solution will not work with cordless phones that require their own mains power.

14

What is a Battery Backup Unit?

In the event of a power failure, you won’t be able to make calls (including to emergency services) either using Swish’s telephone service or any other landline/fixed line telephone service that works over your Swish broadband connection. A Battery Backup Unit (BBU) is a device that, when correctly installed and connected to the ONT, can provide an additional supply of power to keep your Swish broadband connection active for at least one hour during a power failure, allowing you to use it to make landline/fixed line calls during this time.

To make these calls, however, you’ll need to use a corded phone plugged into the Swish ONT. DECT cordless phones won’t work during a power failure because they need their own power supply.

We offer BBUs free of charge for customers of our Swish Voice phone service if they do not have an alternative means of contacting the emergency services in the event of a power cut, such as a mobile phone with good coverage within their home, and/or they have a disability and/or accessibility requirements that make them more reliant on it. If you think that you need a BBU please contact our Customer Care team on 0800 0489415.

Please note that we reserve the right to charge you for the BBU if we find out that, at the time you requested it, you did not meet the criteria outlined above

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15

How do I set up [and maintain] my Battery Backup Unit?

You can find instructions on how to set up and use your Battery Backup Unit on the Your BBU page www.swishfibre.com/voice-BBU
 

You should test and recharge your BBU every 6 months. When you test your BBU, if it no longer provides power to your ONT for at least one hour you will need to contact our Customer Care team on 0800 0489415 to get a replacement.

16

I have a mobile phone but I am a textphone/text relay user?

You will need to have downloaded the Next Generation Text app and/or have registered for emergency SMS.

17

What Calling features are available with my Swish Voice service?

• Caller display
If your phone is compatible with the service then the Calling Line Identification (CLI) number of the caller will be displayed unless the caller has withheld their number.
 

• 1471 - Missed call CLI
Dial 1471 to hear the CLI of the last call to be received but unanswered. If the CLI is withheld on the incoming call a suitable message will be played.
 

• 141 – Set CLI restriction
Withhold your CLI for one call. E.g. to call 01234 123456 anonymously dial 14101234123456
 

• 21 – Call Forward Unconditional
To forward your calls to another number e.g. to 07898 123456 dial *21*07898123456# and to disable it dial #21#
 

If you wish to withhold your CLI for all your outbound calls please contact our Customer Care team on
0800 0489415 to arrange.
 

Please note that we make Calling Location Information available to the emergency services when you use emergency call number “112” and “999”. This provides the emergency services with the location of your Swish Voice phone service.

18

What can I do to stop nuisance calls?

There are some things you can do to reduce and/or report unwanted calls:
 

• To prevent sales and marketing calls
Sign up to the TPS (Telephone Preference Service). Register your phone number at: www.tpsonline.org.uk/register

 

• Report scam calls to Action Fraud:
Tel: 0300 123 2040
Website: www.actionfraud.police.uk

 

• You can use a Nuisance Call Blocker phone:

• Phone provides options to block calls by specific numbers or number ranges

• Available from major suppliers.

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/.

Customer FAQs

Register your interest to keep up to date with progress

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Swish Voice FAQs
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