FAQs

Every day help for our customers

Got a question? We’re here to answer them. Check out our most frequently asked questions, so you can find everything you need to know to get your broadband ready to go.

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Category: OFNL

To cancel your service, we would require a 30-day notice in writing to: [email protected]

If you wish to cancel your services with MTH Networks, before the end of your contract, you will be subject to early termination fees. We will make every endeavour to reduce the cost of your early termination fee where we can – in line with Ofcom Guidance and Regulations.

Category: OFNL

You can change the method you use to pay for your service, after your first month’s payment. Simply log into the client area, remove your existing payment details and add your new method of payment!

Card

You can choose to make a card payment. Please be aware, saving your card on the account will automatically take monthly payments.

Direct Debit

You can set up a direct debit. Please be aware, this will show as payment pending as it takes 3-5 working days to process.

Category: OFNL

Yes! Your current provider will require a 14-day notice period – so be sure to let them know you’ll be switching. If you have already notified your existing provider, we can start your services 14 days from the date you gave them notice or on the last day of your service with them.

Category: OFNL

You can change your payment method whenever you need to!

When an invoice is raised on your account, you can log into the Client Area and set up a new payment method or change your current one.

Alternatively, we can assist you with setting up a Direct Debit or any other payment queries. You can contact our support team by raising a support ticket, Live Chat, or by phone on 01536 661050.

Category: OFNL

Yes, you can upgrade or downgrade your service at anytime during your contract term.

There is a one-off admin fee of £12 to make the adjustment to your service.

If you are out of contract and on a 30-day rolling term, you will need to renew your agreement for a further 12 or 24 months. In doing so, you won’t need to pay the £12 admin fee.

Category: OFNL

Yes, we have two voice options available:

Standard Analogue Line

  • £3.60 per month + call costs
  • All calls are charged pence per minute, at very low rates.
  • Optional: £15 Number Port Charge if you wish to retain your current landline number

MTH VoIP Unlimited

  • £12 per month + £6 setup fee
  • Optional: £30 Number Port Charge if you wish to retain your current landline number

Our VoIP service includes:

  • Yealink W60 Cordless Phone
  • Premium HD Call Quality
  • Unlimited Anytime Minutes (01/02/03 and UK Mobile)
  • Low-cost international calls
Category: OFNL

Yes, we can! We charge a one-off activation fee of £150 (Including VAT), and you can choose from:

  • 1 x Static IP – £6 per month
  • 7 x Static IP’s – £12 per month

If you require 7 Static IP’s, we ask that you provide us with evidence to support your request.

Category: OFNL

The 14-day cooling-off period starts the day after you place your order with MTH Networks and has no relation to the Order Activation Date. To cancel during the “cooling-off period”, you must notify us by writing to us at [email protected]

Where hardware is involved, you may only receive a partial refund if the packaging has been opened. The product must be returned in a pristine and resalable condition.

Your rights extend to all aspects of your broadband service, including installation, hardware (such as a wireless router), and ongoing maintenance. All these aspects are covered by the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2014. The Consumer Contracts Regulations 2014, apply to contracts sold at a distance, including broadband services.

Please note, we are unable to process cancellations due to matters beyond our Reasonable Control. Third-Party Engineer appointments and Line Faults are not reasonable cause for cancellation. For the avoidance of doubt, if the order is canceled within the 14-day cooling-off period after the order is sent to the network partner – MTH Networks will be unable to refund any of the Setup Fees.

Category: OFNL

If you’re not sure if you need one, you probably don’t!

A Static IP requires a business contract, and you won’t be able to upgrade later – so this is something you would need to consider before placing an order.

Category: OFNL

You might need a WiFi extender if:

  • You have a three-storey property
  • Your house has 4/5 bedrooms
  • You are experiencing WiFi dead zones around your home

If you have our standard router, we recommend that you upgrade to our advanced router as we often find this improves the overall range within larger properties.

If you already have our advanced router and are still experiencing issues, you should consider purchasing a WiFi Range Extender.

We highly recommend the Mercusys MW300RE (link to product info sheet – https://www.mercusys.com/uk/product/details/mw300re) which should help eliminate dead zones for larger homes that need their connection to reach further.

You may want to purchase more than one extender, depending on the size of your property and how far you want to stretch your connection.

  • One Unit – £14.99 + £4.99 P&P (Prices Inc VAT)
  • Two Units – £28.00 + £4.99 P&P (Prices Inc VAT

Please note: our Range Extenders are NOT pre-configured as this is not possible. We can however assist you in getting these set up. You can also watch this guide on how to configure the extenders: https://www.youtube.com/watch?v=UUw4MBUpeT8

Category: OFNL

If you’re an existing OFNL customer, you may already have a router that is compatible, and you can continue using this after migrating over to MTH Networks.

If you’re a NEW OFNL customer, you can select one of our pre-configured, plug & play routers which allow you to set up your connection with ease.

If you would like to choose your own router:

  • Your router will need to have a WAN port to connect to the OFNL modem using an Ethernet Cable
  • Your router must support PPPoE
Category: OFNL

The fibre service that Monkey Tree Hosting Ltd (Trading as MTH Networks) delivers over the OFNL Network (https://www.ofnl.co.uk) is a third-party service, whereby OFNL controls the quality and all infrastructure parts. OFNL Network does not officially provide any network guarantee.

MTH Networks will make every endeavour to ensure that you are able to make use of the full speeds you purchase, however – the quoted speed is the speed to be achieved to the OFNL Modem.

MTH Networks will always aim for you to receive 100% of your package speed to your door. Once connected, the WiFi speed in your home may be impacted by router quality and/or distance from the router. New Build Houses are built with more metal in the walls which can make signals increasingly difficult to transfer through them. We would typically expect a 10-30% speed drop for WiFi speeds depending on local environmental factors.

‘As required by Ofcom – Monkey Tree Hosting Ltd (trading as MTH Networks) provides a 50% Speed Guarantee for the package purchased. This speed test needs to be performed by a wired computer device, connected to the OFNL modem. This will require a basic PPPoE session establishing via the PC – which our support team is happy to guide you through.’

Category: OFNL

Currently, we only offer contracts for 3 months, 6 months, 9 months, 12 months & 24 months

Category: OFNL

Unfortunately, we cannot provide you with TV Packages just yet! However, we don’t restrict any TV service being used alongside our Fibre service.

Category: OFNL

All our routers are pre-configured prior to shipping and ready to plug & play – so you can get surfing as soon as your package arrives!

If you do come across any issues, our Support Team will always help you get online with ease.

Category: OFNL

Typically, activation can take anywhere between 1 hour and 72 hours.

In some circumstances, we may need to arrange for an OFNL engineer to carry out some vital work at your property before we can get your connection activated. The time taken to complete any installations will vary based on each plot and development.

Once we have confirmation that Fibre is present at your property, and an OFNL modem has been installed – we can get you online!

Category: OFNL

We suggest that you contact us as soon as you notice any fluctuations or issues with your internet speeds. You can contact our support team by raising a support ticket, Live Chat, or by phone on 01536 661050.  

Our team will guide you through some diagnostics tests, but here are some things you can do beforehand to help us diagnose your issue faster:

  • Take some photos of your Modem, router and the wires connected to them. This will help us determine all the wires are where they should be!
  • Run a speed test using the OFNL Speed Test. This will log the speeds you are receiving with OFNL so the results are ready for when we raise the issue with them. https://www.ofnl.co.uk/speedtest
  • Make note of any lights on the modem and the colours of them.
  • Ensure you have an Ethernet Cable and Laptop ready so we can guide you through some tests
  • We may also ask you to reboot your modem to see if this helps fix the issue – but don’t worry if you are unsure how to: we can do this remotely! 
Category: OFNL

If you are moving from an OFNL property to an Openreach property, you can take your existing router with you!

  • We will need to send out a modem for your new address. We can send this to your current address ahead of your move-in date.
  • You will be subject to early termination fees which we can provide at a reduced rate
  • We will also provide you with a 5% monthly discount for your new contract as a goodwill gesture for staying with us.

If you are moving to a property where we cannot provide OFNL or Openreach services – you will need to cancel/terminate your service.

To cancel your service, we would require a 30-day notice in writing to: [email protected]

If you wish to cancel your services with MTH Networks, before the end of your contract, you will be subject to early termination fees. We will make every endeavour to reduce the cost of your early termination fee where we can – in line with Ofcom Guidance and Regulations.

Category: OFNL

If you are moving from an OFNL property to another OFNL property, you can take your existing router with you!

  • If you are currently in a contract: we will transfer your existing agreement to your new property – £30 migration fee applies
  • If you are currently out of contract: you will need to renew your existing agreement at the new property – £30 migration fee applies

To migrate your service, we would require a 30-day notice in writing to: [email protected]

Category: OFNL

To be able to raise an installation request with OFNL Networks, you will need to have an open order. The process is as follows:

Place your Order with MTH Networks

Firstly, you will need choose your Setup from the new connection or migration options available and place an order with MTH Networks. You can do this by calling us or contacting us via Live Chat. We will take payment for the cost of your chosen Setup, as well the cost of your first month’s service. Following this, no further payments will be taken until your service is live.

To avoid any delays in getting you connected, we will need some information such as the developer and your Plot ID – please have these to hand when placing your order with us!

If you choose an option that includes a router, this will be dispatched immediately – so you to get online with ease as soon as your connection is activated.

MTH Networks contact OFNL

As your ISP, we will contact Open Fibre Networks Limited on your behalf. You are not able to do this as a consumer, so we kindly ask that you leave all the technical and difficult bits to us!

At this stage, we will be able to request the following to be carried out:

  • Fibre Install

 and/or

  • ONT/OFNL Modem Install

Requesting the installation of either or both aspects is common across new-build plots and developments that have not yet had a connection.

MTH Networks Receive Engineer Dates

By now, we will have passed your contact details and plot information over to OFNL Engineers. They will be in touch with either MTH Networks, or yourself to arrange a suitable date for an engineer to visit the property and complete the requested install.

MTH Networks Receive Confirmation

Once we receive confirmation that the requested install is complete – we will run some line tests and activate your service. This will be the “Service Commencement Date”, and your contract will begin. You will already have paid for your first month of service when you placed your order – so this will come into effect as soon as your contract begins. You will continue to be invoiced on a monthly rolling basis after your first month of service.

Category: OFNL

Your total Migration fee will consist of the Service Migration, the cost of your router, and the cost of your first month of service for the Fibre package you choose

We offer three Migration options for you to choose from:

Service Migration + No Router: £6 including VAT

Migrating your connection and providing you with a comprehensive support service – with no router. This package gives you the control to provision and configure a router of your own choice.

Please note: the router you choose will need to support PPPoE.

Service Migration + Standard Router: £42 including VAT

Migrating your connection and providing you with a comprehensive support service, along with a fully configured Mercusys AC12G router – ready to plug & play!

Service Migration + Advanced Router: £75 including VAT

Migrating your connection and providing you with a comprehensive support service, along with a fully configured Mercusys MR50G router – ready to plug & play!

Category: OFNL

Your total Setup fee will consist of the Service Setup, the cost of your router, and the cost of your first month of service for the Fibre package you choose.

We have three New Connection options for you to choose from:

Service Setup + No Router: £30 including VAT

Providing you with a new connection at your property and comprehensive support service – with no router. This package gives you the control to provision and configure a router of your own choice.

Please note: the router you choose will need to support PPPoE. We will do our best to help you set up your own router – however, we cannot fully manage your device.

Service Setup + Standard Router: £66 including VAT

Providing you with a new connection at your property and comprehensive support service, along with a fully configured Mercusys AC12G router – ready to plug & play!


Service Setup + Advanced Router: £99 including VAT Providing you with a new connection at your property and comprehensive support service, along with a fully configured Mercusys MR50G router – ready to plug & play!

Category: OFNL
  • FTTH/FTTP provides you with ultra-fast broadband speeds in comparison to standard fibre broadband that uses copper cables
  • Capable of providing you with symmetrical upload and download speeds
  • Most secure and reliable form of broadband currently available on the market
  • Limited availability: If you’re moving to a new-build property which is on the OFNL Network – consider yourself lucky! You are one of the 30% of households in the UK with the newest full fibre broadband technology with the capability of receiving speeds of up to 1000Mb
Category: OFNL

All our products are shipped via DHL for Next Working Day Delivery for UK & Mainland. Deliveries to Scotland will take 48 hours.

  • Order Monday to Thursday (before 3pm cut off time) for Next Working Day Delivery
  • Order Friday (before 3pm cut off time)for Monday Delivery
  • Order Friday (after 3pm cut off time) for Tuesday Delivery

Saturday Deliveries:

  • Order by Friday (before 3pm cut off time) for Saturday Delivery
  • Order Friday (after 3pm cut off time) – your order will be raised on the following Monday and shipped on Tuesday for Next Day Delivery. A credit will be added to your account for any delivery charges paid in advance.

All Next Working Day deliveries are FREE. Once your order has been shipped, we will provide you with tracking details via email.

Please note: once your order has been dispatched via DHL Next Working Day Delivery, DHL will endeavour to deliver on the next working day. This may not always be possible and is not guaranteed.

Product Specific P&P

Routers – FREE P&P

VoIP handsets – FREE P&P

Extenders – FREE P&P not included

Category: OFNL

If you need to change your delivery address or time slot because you won’t be home, you can usually amend it yourself via the DHL Tracking link you receive once your product has been shipped.

If you experience any issues when attempting to reschedule a delivery, please contact us and we will reach out to DHL directly to arrange a more suitable time slot or location for you.

Our support team can be reached by raising a support ticket, Live Chat, or by phone on 01536 661050.

Category: OFNL

After your contract period has ended – you won’t need to apply for a new contract. Your current contract will convert into a ‘rolling contract’ where you continue to pay the same monthly price.

However, you may wish to:

  • Take advantage of any special offers and renew your contract for a further 12 or 24 months
  • Or you can give us 30-days’ notice at any time, to end the contract
Category: OFNL

A patch panel is a piece of hardware that you might find around your home, that keeps groups of wires together. A patch panel allows you to have a fixed internet connection without trailing wires around your home.

A panel will include ports that take each wire to a different location. Patch panels can vary in size and number of ports; some can contain very few ports, whereas others might house hundreds of ports.

Category: OFNL

An ONT (Optical Network Terminal) or OFNL Modem, is essentially a device that allows fibre to enter your home and terminate. The modem will send infrared light pulses to your Internet Service Provider, to connect you to the internet. You can connect your modem to a router to distribute a WiFi signal across your home and your telephone to use voice services.

Your modem may already be installed in your home and can be identified by the following features:

  • White or black box fixed to the wall
  • has at least one internet port
  • has a phone line socket
  • Branded: ZTEGC (ZTE), ICTR (Icotera) or ALCL (Acatel/Nokia)
Category: OFNL

FTTH is Fibre to the Home (also known as FTTP). FTTH is the term used to describe a full-fibre optic connection from the point of exchange, directly to your home.

Unlike traditional copper networks where speed is distance-dependant, based on how far a property is from the street level cabinet – FTTH provides faster and more reliable speeds to your home through future-proof technology.

Category: OFNL

FTTP is Fibre to the Premises (also known as FTTH). FTTP is the term used to describe a full-fibre optic connection from the point of exchange, directly to your home or business.

Unlike traditional copper networks where speed is distance-dependant, based on how far a property is from the street level cabinet – FTTH provides faster and more reliable speeds to your home or business through future-proof technology.

Category: OFNL

OFNL or Open Fibre Networks Limited, operate a next-generation ‘Open Access’ Fibre Optic network to new build residential and commercial developments across the UK.

The Fibre to the Home (FTTH) network uses pure fibre infrastructure to deliver voice, ultra-fast broadband and television to new communities and businesses. They aim to bring a superior telecoms infrastructure benefitting other countries, to the UK – enabling us to prosper in this new digital age.

Category: OFNL

Generally, the two differences between 2.4GHz and 5GHz frequencies are the wireless range and bandwidth. Our routers are Dual Band, so they allow you to choose which band you use for each device in your home. For greater range, 2.4GHz would be better suited. If you need higher speeds or performance, use the 5GHz.

Category: OFNL

Every internet connection has an IP assigned to it and this usually changes each time your router reboots, or sometimes throughout the day. This is called a Dynamic IP.

When you are assigned your very own IP address that never changes – this is called a Static IP.

You might want to obtain a Static IP if you:

  • Remotely access a Home Server
  • Remotely access a Home CCTV system
  • Use a Web Server
  • Use an Email Server
  • Require access to business systems from home which require a static IP so they can “allow” it secure access
Category: OFNL

When you are using the internet, you’re likely to be utilizing both, a modem, and a router.

The modem in your home, is essentially a doorway to the internet – receiving and sending data between cables, phone lines and devices in your home.

A router is a device that connects to your modem using an ethernet cable. It ‘routes’ internet traffic to any devices connected to it, using the router’s WiFi capabilities or an ethernet cable.

Category: OFNL

Our Standard Router is the “Mercusys AC12G” which is a great router for small houses.

Our Advanced Router is the “Mercusys MR50G” which is a brilliant piece of kit for those looking for something a little smarter – and better suited for medium to large houses.

Category: OFNL

VoIP stands for Voice-over-IP (Internet Protocol). VoIP is a technology that allows you to make calls using an internet connection. It delivers much higher quality audio compared to an analogue phone line.

Additionally, if you have more than one handset, you can make multiple calls at the same time, over the same internet connection!

By 2025, the UK will move from traditional analogue landlines that use Public Switched Telephone Network (PSTN) technology, to far more advanced VoIP technology delivered through FTTH. By and upgrading to VoIP technology, not only will you future-proof your phone system; you can also benefit from:

  • HD Call Quality
  • Free Calls to UK Mobiles and Landlines
  • Low-cost International Calls
  • Saving with a Fixed Monthly Cost
  • Flexible 30-day Rolling Contracts
  • Voicemails to your Email
  • 24/7/365 Monitoring and Support
  • Work Remotely
  • Easily Scalable Technology
  • Retaining Existing Phone Numbers
  • Integrated Desktop and Mobile Application
  • Call Reporting and Monitoring
  • Transfer/Hunt Groups/Diverts
  • Call Recording: 6-month Storage (optional)

VoIP stands for Voice-over-IP (Internet Protocol). VoIP is a technology that allows you to make calls using an internet connection. It delivers much higher quality audio compared to an analogue phone line.

Additionally, if you have more than one handset, you can make multiple calls at the same time, over the same internet connection!

By 2025, the UK will move from traditional analogue landlines that use Public Switched Telephone Network (PSTN) technology, to far more advanced VoIP technology delivered through FTTH. By and upgrading to VoIP technology, not only will you future-proof your phone system; you can also benefit from:

  • HD Call Quality
  • Free Calls to UK Mobiles and Landlines
  • Low-cost International Calls
  • Saving with a Fixed Monthly Cost
  • Flexible 30-day Rolling Contracts
  • Voicemails to your Email
  • 24/7/365 Monitoring and Support
  • Work Remotely
  • Easily Scalable Technology
  • Retaining Existing Phone Numbers
  • Integrated Desktop and Mobile Application
  • Call Reporting and Monitoring
  • Transfer/Hunt Groups/Diverts
  • Call Recording: 6-month Storage (optional)
Category: OFNL

Your contract will start from the date of connection and will last for the duration of your contract term – 3, 6, 9, 12, or 24 months.

Category: OFNL

Our system uses Automation Tools to manage and control our invoices and payments from our customers.

All invoices are generated 9 – 12 days before the service is due to renew. This gives you time to log into the client area and review the invoice.

All invoices are charged 6-8 days before the due date. This is to allow for enough processing time for Direct Debits and Credit Cards.

Direct Debit Payments

It can take between 6-10 days for payments to process through Direct Debit, and this will show as “Payment Pending” whilst being processed. The invoice total will be taken from your account on or around the due date. This may vary by a day or two due to weekends or Bank Holidays.

Credit / Debit Card Payments

Credit Card and Debit Card Payments will take between 3 – 5 days to clear through the system, so they will appear on your statement 4 – 7 days before the due date. This is to ensure your invoice clears on time and is processed 7 days in advance of the due date.

Category: OFNL

If you live on a new-build development, you’ll likely have FTTH/FTTP via a Full Fibre Network.

Where OFNL infrastructure is in situ, there are a range of Internet Service Providers available to you (OFNL Service Providers)

Broadband is as essential as any other household utility, so we recommend that you research the options available to you.

Remember: you’ll be paying a little more for a Full Fibre package compared to a Standard Fibre package – so you’ll want to make sure you’re getting the best support and overall service for the price you’ll be paying.

You can read our customer reviews on Google and Trustpilot to get you started!