Broadband

• What’s the process of Glide engineer appointments?

  We will book an engineer appointment at the earliest opportunity. This information will be provided to you via email and if you have a faults engineer we will call you to keep you updated.

  To change your appointment you will need to contact our team a minimum of 3 working days before the appointment date.

  We will not be able to request an earlier date as we always request the next available appointment for the initial visit.

• How do I request a new Glide router?

  If you believe there is an issue with your router or the router has been damaged you should call our broadband support team. They may be able to fix the issue first without needing to send you a new router.

• How long does it usually take to fix a Glide broadband problem?

  We aim to fix all broadband service queries as quickly as possible. This can vary depending on the issue but most issues are fixed within 5 working days - this may take a little longer if you require an engineer.

• What is my Glide internet password and router serial number?

  This will be provided with your router. You can view this on the card provided with your router or on the underside of your router.

  The router serial number will be next to the code "CP".

  If you’ve lost this information, drop us an email and we will be able to confirm this for you.

• How long does it take to set Glide broadband up?

  We aim to get the service set up within 2 weeks of completing your order, however, this is dependent on engineer availability. We will be able to provide you with accurate updates once you have completed your sign up to us.

  If your router has arrived and your broadband is due to go live shortly, please see the router booklet for help getting you online first time.

• Can I get fibre broadband?

  Fibre Broadband is now available in most areas of the UK.

  To check if your property can receive fibre broadband you should contact our team on 0333 666 5555 or email us with your full address and postcode.

• How do I return my Glide router?

  When you leave us, you need to return your broadband router to:

  Glide Returns
  1 First Avenue
  Maybrook Business Park
  Birmingham
  B76 1BA

  You need to do this within 14 days as otherwise to avoid getting charged for the equipment in your account closure. You should have received a prepaid postage bag when we send your router - please put the router in this bag to send it back. If you've lost this prepaid bag, don't worry, we will credit your account for the postage up to the amount of £4.00.

• What limits are there on my Glide broadband?

  We offer truly unlimited broadband which means there are no limits.

  Unlike other providers, we also don't slow down certain traffic (traffic shaping) at peak times which means with us, you get a faster broadband experience.

• Why don't I get the maximum broadband speed?

  The speed you get on our broadband packages is dependent on:

  • Your distance from the local telephone exchange for our standard broadband.
  • Your distance from your local telephone cabinet for our fibre broadband.
  • Quality of the copper on your line.
  • Environmental conditions (for example rain, snow).

  We always provide the best possible speed that your telephone line will support.

• My Glide broadband isn't working - what should I do?

  Please also check that you have your router set up correctly by following the booklet provided.

  Please call us on 0333 666 5555 when you are at home and near the router. Most technical issues can be resolved quickly over the phone.

• How fast is Glide broadband?

  We have two broadband services - fibre and standard.

  Our fibre broadband average peak time download speed is 63 Mbps download.

  Our standard broadband average peal time download speed is 11 Mbps download.

• How do I reset my router?

  If you need to reset your router, please push a paperclip into the reset hole on the back of the router until it clicks and hold it there for a few seconds until the power light goes red then release.

  You will need to wait up to 5 minutes for the router to download its settings and reconfigure itself.