FAQs

The easiest way to find out is by entering your postcode into our website. We can then look up your address and see if our service is available to you now or in the near future. You will have an answer in seconds.

If you already have our network providers fibre in your home then it’s really quick and easy. As soon as you have ceased the service with your current provider, we can get you connected to Squirrel with minimal downtime. If you do not have our network providers fibre in your home at the moment, that’s no problem, we will arrange for that installation to take place. The lead time for this is around 4 weeks and is usually free of charge (see our terms and conditions for more details regarding installations).

Our internet and digital landline packages have a minimum contract period adverstised at the point of sale. 6 weeks before the end, we will drop you an email reminder to let you know options.

A house move is stressful enough so don’t worry about your Squirrel contract. If you move to a new home where we can’t provide you service, we will terminate your contract for you early at no additional cost to you. We just need you to provide some evidence of your move.

Being part of Squirrel means we want to offer you the best value we can. So yes! We encourage customers to start on a slower speed and see how you go. We can check your usage for you and if you wish to upgrade you can do so at any time.

At Squirrel we want you to get the most out of your connection. We make sure all of our customers understand the package they are buying, and that for the higher speed packages, this level of bandwidth can only be achieved with a hard-wired network connection to your devices.

Squirrel cannot guarantee speed over Wi-Fi although we will help to optimize your environment. If you are experiencing slow speed tests or downloads, we will ask you to try via a wired connection and to a speed test server that we nominate.

We monitor all of our customers lines checking for outages, faults and bandwidth usage. If you are not getting the speed you thought you would, please contact us and we will be very happy to help investigate. It is important to understand the internet is a shared resource and speed of connection can fluctuate and be affected by many different factors; including but not limited to, the service on the internet you are connecting to, congestion on network outside of our control, local Wi-Fi, wiring or device issues.

If you have a larger house or a house with lots of brick or stone internal walls then a single Wi-Fi router can only go so far, however there are solutions. We can offer the latest Wi-Fi mesh technology to extend coverage across your home. Please just reach out to us and we can advise on your specific scenario.

At Squirrel we work hard to make sure our service is great however sometime unfortunately things do go wrong. We have extensive monitoring and diagnostic tools that keep a look out for any faults or outages allowing us to get on the case as soon as there are any problems. If we find a fault, we will most likely email you or text you to make you aware that we are working on the issue.

However, if you think your internet has stopped working and you have tried a restart of your router and you haven’t already heard from us, please reach out to us via email or phone. Details are on our support page. We will do our best to get you up and running as soon as possible.

We will provide all customers with a Squirrel Router that offers the latest generation of Wi-Fi for excellent performance. If you are a techy and want details on how to configure your own router to work with Squirrel – please ask.

The router we provide are the ZYXEL EX3301-T0. This router is gigabit capable, has a sleek design, and has 4 LAN ports on the rear. For more details on this product, click here.

The mesh unit we provide are the ZYXEL WX3100-T0. These units feature both 2.4ghz and 5ghz bands, enabling better coverage through your home. For more details on this product, click here.

We send our customers their routers once we receive confirmation of a successful install. We use tracked Royal Mail 24 hour shipping for this, so you should receive your router the next day, failing that, the day after. A tracking email will be provided to you.

Yes, all customers receive a public static IPv4 address by default

Yes, all customers receive a static /56 subnet for use

We can bring your number over from the vast majority of landline providers. If for any reason we cannot do this we you are free to cancel your digital landline service, or accept a new number from us.

Yes, it couldn’t be easier. Simply plug your home phone into the back of your Squirrel router and you are good to go!

Yes, it will work in exactly the same way as before so you know who to pickup and who to ignore.