Frequently
asked questions

Pulse Fibre offers three full fibre broadband packages to suit a range of households and internet usage requirements. 

100Mb - Ideal for everyday browsing, streaming and home working.

500Mb - Perfect for busy households with multiple connected devices

1000Mb - Our fastest ultrafast broadband package, designed for streaming, online gaming and smart homes. 

All Pulse Fibre packages are delivered using full fibre technology, providing fast, reliable and consistent broadband directly to your property. 

You can check whether Pulse Fibre's full fibre broadband is available at your property by entering your postcode into our availability checker.

If your address is not currently serviceable, you may be able to register your interest to receive updates when our network expands into your area.

If you have already signed up for Pulse Fibre full fibre broadband and selected your speed, your service can be activated in just a few minutes. 

Pulse Fibre supplies a compatible router that has been configured to deliver the best possible performance and reliability on our network.

If you would like to use your own router, please contact our Customer Support team before making any changes. Compatibility may vary, and using third-party equipment may limit the support we can provide.

You can access your Pulse Fibre account through our online customer portal by logging in with your registered email address and password. 

If you've forgotten your password, select the "Forgot Password" option on the customer portal login page and follow the instructions to reset it securely.

If you continue to experience difficulties accessing your account, please contact our Customer Support team, who will be happy to assist you.

Pulse Fibre payments are collected by Direct Debit, providing a secure and convenient way to manage your monthly broadband payments.

Your payment will normally be collected on the agreed billing date each month. If you have any questions about your payments or need assistance, please contact our Customer Support team.

Your billing period will start the day your service is activated, and you’ll receive your first bill at the beginning of the following month. 15 days later, it will be due for payment via direct debit. Your first bill will include your first 30 days of service in advance, plus any pro rata amount and applicable set up fees. 

If you would like to discuss your billing date, please contact our Customer Support team.

Where possible, we'll review the options available and advise whether a change can be accommodated on your account.

If you are struggling to pay your bill, or think you may struggle in the future, please let us know as soon as possible and we will do all we can to assist you. For assistance, please contact us on help@pulsefibre.co.uk.

Our Customer Support team are available Monday to Friday between 08:00 and 18:00.  

To contact us, you can email us at help@pulsefibre.co.uk or call us on +44(0)208 176 2200.

For information on our complaints procedure, please see our Complaints Code of Practice. If you have any questions, please get in touch with us at help@pulsefibre.co.uk or call 020 8176 2200.

If you suspect that you’ve been a victim of online fraud or cybercrime, please visit https://www.actionfraud.police.uk/ for Police guidance, or get in touch with them directly by calling 0300 123 2040. If you think unauthorised funds have been taken from your account by Pulse Fibre, please get in touch with us at help@pulsefibre.co.uk as soon as possible.

We recommend leaving your router in its original installed location to ensure the best possible Wi-Fi performance throughout your home. If you would like your router relocated, please contact our Customer Support team. We can advise on the available options and arrange an engineer visit if required.

If you would like to improve your Wi-Fi coverage throughout your home, Pulse Fibre can provide a Wi-Fi mesh system for an additional cost of £60.00 (inc. VAT).

A mesh system helps extend your Wi-Fi signal into areas of your home where coverage may be weaker, providing a more consistent connection across multiple rooms and devices.

To arrange a mesh system, please contact our Customer Support team.

In line with our legal obligations, and in order to protect you from harmful content, we block certain websites – some of which contain malware or phishing attack content.

If you're experiencing slow speeds or intermittent connection issues with your Pulse Fibre full fibre broadband service, there are a few simple checks you can try before contacting us.

Basic troubleshooting steps:

Restart your router by switching it off for 30 seconds, then turning it back on

Check that your router is connected and all cables are securely plugged in

If possible, test your connection on a wired device (Ethernet) to rule out Wi-Fi issues

Try moving closer to your router or reducing interference from other devices

Check whether the issue affects all devices or just one

If the issue continues:

If you are still experiencing problems after completing these checks, please contact our Customer Support team by phone or email. We’ll run a diagnostic on your line and help identify and resolve any underlying issues.

If you are moving home and would like to continue to use Pulse Fibre, you will need to use our postcode checker, to see if we’re available at your new home. If we’re not available, we will cease your service on the date you have requested.

To cancel your service, please notify our Customer Support team on help@pulsefibre.co.uk or call us on 020 8176 2200. 

To cancel your Pulse Fibre broadband service, please contact our Customer Support team at help@pulsefibre.co.uk.

Our team will guide you through the cancellation process and confirm any next steps required to close your account.

Minimum contract terms and cancellation charges

If you are within a 12-month minimum contract period, an early termination charge will apply if you choose to cancel before your commitment ends. This charge is calculated based on the remaining months of your contract, plus any outstanding balances on your account.

We recommend contacting us first if you are considering cancellation, as our Customer Support team may be able to help resolve any issues affecting your service.