How ir ye, Dundee?

Most fibre broadband you see advertised is a product called FTTC (Fibre to the Cabinet). With FTTC the fibre cable runs from the local exchange to one of the green cabinets you see sitting on the side of the street. From the cabinet to your house however, the cable is not fibre at all, it’s copper. It’s the copper wire that slows you down, and the further your house is from the nearest cabinet, the slower your connection is likely to be. 

It’s a bit like calling a taxi to take you home, only for the driver to stop a mile from your house and give you a piggy back the rest of the way (although admittedly that would be quite fun). 

BrawBand is a completely different product, commonly referred to as FTTH (Fibre to the Home) – this means the fibre cable is laid directly to your home, providing vastly improved speeds, reliability and security. To put it simply, BrawBand means no copper!

The network is being built quickly and thousands more homes are passed every month, but there’s always going to be some lucky folks who can get connected before others. If you start the sign-up process and your postcode isn’t available yet you’ll be invited to leave your contact details and we’ll email you when we’re able to connect you. We don’t need any commitment from you to buy anything, just your agreement for us to keep in touch.

Yes we do – it’s called BrawPhone.

If you’re a new customer, BrawPhone can be ordered at the point of ordering BrawBand on the website.  If you’re an existing customer looking to add BrawPhone to your package, you can manage this yourself via the BrawBand portal found at my.brawband.co.uk/login (please register if you haven’t already done so) and you will see an option to ‘Add BrawPhone’.

It’s all straightforward. If you want to keep your old number, all you need to do is sign a letter of authority which we will provide you with. We will then schedule the port of the your new number for 2-3 days after your BrawBand service is live. Or, if you require a new number we can provide this to you and have it live on the day of your install.

Once BrawPhone is live simply plug your analogue telephone into the back of the router in the FON port and you will be able to make and receive calls.

BrawPhone costs £9.95 per month and that includes unlimited calls to UK mobiles and landlines.

You can relax knowing that your Internet connection is secure, it’s underpinned by the HighNet core network which has had upwards of £6 million invested in it to make sure it is secure enough for some of the UK’s largest businesses to send their traffic across.  As well as being underpinned by a business grade network, we also provide a high specification router with every BrawBand installation and that comes with advanced security features as standard.  Mind to take good care of your own security with Anti-Virus and other protection on your home devices, we can’t do that bit for you and there’s a lot of nasty stuff out there.

Have CityFibre?

If your connection is already on the CityFibre network, with another provider, we will handle switching over to us. While this should all be taken care of for you, we suggest contacting your previous provider to make sure they have properly ended your service, after you are live with us.

Not on the CityFibre network?

You can have BrawBand installed, and while we cannot cancel an existing service on your behalf we strongly recommend you leave your existing service in place until after your install with us is completed.

You can upgrade your package at any time through our support team – reachable via [email protected]

Please inform them of your desired package and ensure you provide your BRAW reference or use the email registered to your account.

This will not affect your minimum contract term and there’s no upgrade fee.  You can downgrade too, but that would start a new 24-month minimum term.

Yes, as long as you have the landlord’s permission.  As we will be installing a brand-new fibre cable into the premises and digging up the property/drilling holes you will need to gain the landlords permission before placing an order.

When placing your order online you will be provided with the next available appointment times for your installation and you can select the one most suitable for you.  Remember that you will have to be at home for the installation to be completed.

It’s simple to get up and running with BrawBand – here’s how it works:

Place your order via the BrawBand website and select a suitable appointment slot.

We’ll deliver your pre-configured router a few days before your chosen installation day. 

Your engineer will confirm their arrival beforehand – please make sure someone over the age of 18 is at home when they visit.

On the day, the engineer will let you know what they need to do to install your new line. It will involve running a fibre cable from the nearby junction in the street or pavement and connecting it to the outside of your house or flat.  The engineer will run a patch cable into your home and connect it to a little box that needs to be plugged in for power.  He’ll test the fibre and then you can plug in your router to join our network.  There’s a wee video here that explains a bit more here How does Full Fibre get to your home? – YouTube

We have a team of BrawBuddies who specialise in helping clients with additional support. Please click here to meet our BrawBuddies.

Ideally the account holder should be there to make sure they are 100% happy with the installation. If this isn’t possible, a responsible adult needs to be present.

Yes of course! We aren’t the sort of company who will tell you what router you can and can’t use on your Internet connection. If you wish to use your own router, then please just get in touch with our friendly support team at [email protected] and they will send you all the details you need to configure your router.

As we provide all customers with the same router, it allows our support team to better understand any issues you may be experiencing and provide a quicker fix.

We have selected a device with very high spec that we feel will benefit your experience of using your new connection.  It is also capable of handling speeds of up to 1Gbps, which some legacy routers may struggle with.

For general questions about your BrawBand service you can email us at [email protected]  You  can also find information about your connection, devices and network on your customer portal.  If you experience a total loss of service you can contact us on 0808 294 4444 and one of our tech gudgies in Inverness will get you back up and online.