If you can't find the answer to your question in our FAQs get in touch using our
contact form.
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You can also visit our staying safe online page,
where we have useful tips for keeping you and your household safe whilst browsing the
internet.
Received your new router and need help getting connected?
Watch our video below on how to set up the fibre equipment in your home
Yes, you can use your own router if it supports Point-to-Point over Ethernet
(PPPoE) protocol, but you will need to configure the router and you may need
to seek advice from your router manufacturer on how to do this.
When setting up your own router you may be asked for a "PPPoE username" and
"PPPoE password". The seethelight network does not use these parameters so
you can enter anything you like in these fields however it is recommended
that they are not left blank.
Another parameter you may be required to enter on the router is "MTU".
seethelight recommend this be set to 1492 or 1500
bytes.
Please be aware, the router we issue to you when you sign up with us is
fully supported by our technical team, and we are able to troubleshoot any
issues you may experience with your router. If you do decide to use your own
router we cannot always guarantee our remote diagnostics will be conclusive.
Therefore, you should retain the router we provide when you sign-up to us,
as you may need to re-install it for us to perform any required diagnostics.
If all equipment has been previously installed in your property, then
seethelight aims to have your services live within
10
business days from the order date. If your fibre equipment has not been installed,
seethelight aim to have your service live within 6
weeks, providing there are no unexpected delays.
Complete a contact form on the seethelight website
https://www.seethelight.co.uk/contact or contact Customer Services on
seethelight. If the Fibre to your property is not
installed, the timescale could be up to 6 weeks. The specific timescale will vary on a
property by property basis and is dependent on many factors, some outside of the control
of seethelight.
There is a one off activation fee payable at point of sign up, of
£50 ,
in addition to a £8.95 router delivery charge.
seethelight do not provide a television service,
however, we are currently able to offer unmissable discounts on Sky TV for 24 months
when you contract to any of seethelight’s broadband
packages or products. See www.seethelight.co.uk/sky for more
details.
No. seethelight's bundled products include line rental
or you can choose a voice service on its own. seethelight operate over brand new fibre-to-the-home networks owned by Open Fibre Networks Ltd.
Unfortunately seethelight only operate on fibre
networks installed by OFNL.
If the required fibre equipment is in your property already then we can make the
connection remotely and post your router. Otherwise we'll arrange for an engineer to
attend and install the equipment required before you get started.
Installing Anti Virus protection on your devices is a great way of keeping your devices
safe when using the internet. To download AVG Anti Virus software, see here:
www.avg.com
If you are not receiving emails from seethelight you
may want to check your junk inbox in case they have been directed there. Sometimes
different webmail providers flag certain emails as junk mail. To stop you missing future
correspondence from seethelight, add us to your contact
list. If you still have issues, please contact us.
If you have not received your reset email from seethelight you may want to check your junk inbox in case it has been directed there. Sometimes
different webmail providers flag certain emails as junk mail. To stop you missing future
correspondence from seethelight, add us to your contact
list. If you still have issues, please contact us.
Minimum speed guarantee
If, after the first 14 days following activation, your download speed to your
router drops below the guaranteed minimum download speed for 3 consecutive days
or more, you can claim money back by calling seethelight.
You must be within your minimum term and can claim twice within it. Money back
will be 1 month's seethelight subscription,
or, if you are within the first 30 days following activation, activation costs
will also be refunded. If we are unable to fix the issue within 30 days, and the
problem is with our network, you can cancel your seethelight service without having to pay early termination fees. Total loss of service and
Major Service Outages do not count towards the 3 day period. Speed tests must be
conducted using a wired connection and the seethelight speed test facility on the
seethelight website
(www.seethelight.co.uk/speed-test)
.
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