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FAQs

Most frequently asked questions
We are a local, independent ISP (Internet Service Provider), specialising in ultrafast full fibre connectivity. Established in 2016 and with our head office based in Usk, South Wales, we service a number of communities across the UK providing them with broadband, VoIP and many other communication services . We build, own and maintain our own full fibre networks which means that we are able to provide the most reliable internet connections and the fastest speeds.
Fibre to the Premises (FTTP) means fibre optic broadband that is wired directly to the home instead of a cabinet that services the area (which is referred to as FTTC, or fibre to the cabinet). The cable connecting your property to the service is fibre and not copper, providing a far superior, faster, more reliable broadband connection. FTTP, unlike FTTC, uses entirely fibre optic cables end-to-end, making it the fastest type of fibre you can get. A typical FTTC broadband connection might offer around 50Mbps speed whereas FTTP can offer up to 91 Gigabit (1000Mbps).
Ultrafast FTTP is needed to support the data requirements of a modern home with an increasing number of devices in the home (including smart TVs, laptops, printers, mobile phones, media players, tablets, heating and light systems and even fridges). Without ultrafast FTTP broadband, households reduce the bandwidth available to their property, resulting in lower quality experience of streamed TV and video, gaming, working from home and more.
To find out the contract end date with your current supplier, visit this link: https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/in-or-out/check-contract-status

Yes, we offer VoIP (VOICE OVER INTERNET) telephony that can easily be added on to your FTTP service package. We can port your existing number over or you can choose to have a new one. Traditional analogue (copper) telephone line services are being phased out by the government by 2025 in favour of fibre VoIP services, so swapping now guarantees that you will have no problems when the cut off happens. Our VoIP service is charged at £15 per month on a 24 month term and comes with 5000 inclusive minutes. Our VoIP packages include a brand new VoIP phone handset or an adapter so that you can keep your existing handset device. Our service also includes free installation and support.

VoIP (Voice Over Internet Protocol) is the technology that allows you to make voice calls from your home phone line (your ‘land line’) using a broadband Internet connection instead of the traditional copper (or analogue) phone line.
Country Connect is one of the only providers of VoIP who have no hardware fees as we provide the phone handset (or an adapter for your existing handset) free of charge . We include one of two different models of phones on signing up with our VoIP service, either the Yealink T42s or W60P. This means no initial costs and no nasty upfront fees when getting your home VoIP phone set up.
We provide full technical support included within your Country Connect package. This gives you access to technical support from our expertly trained staff. Call Country Connect with no charge on 0800 999 1519, email [email protected] or use our live chat on the website during office hours. A member of staff will be happy to help you.
All services are invoiced on the 1st of the month and payment is collected by Direct Debit within 10 days.
Contention ratio refers to how many users are sharing the data capacity on a provider’s line. In simple terms, it is a count of how many other premises are using the same main broadband line as you. Standard contention ratios are around 1:50 (1 line between 50 households) and Country Connect’s are just 1:15 which is dramatically lower, giving you the fastest speeds and reliability. When the contention ratio is high, and many people are connected at the same time as you, it will drag your speeds down.
The difference between download speeds and upload speeds can be explained as follows: download speed refers to the rate that digital data is transferred from the internet to your computer, while upload speed is the rate that online data is transferred from your computer to the Internet. Download speeds are important when gaming, especially when you’re doing patch updates, but if you are gaming in real time, trying to upload your latest video to YouTube or use online meeting software for work, a fast upload speed will make things quicker and smoother.
Consider how many people are in your household, how many devices you have using bandwidth simulatneously and online behaviours. If you live in a household where there is gaming, multiple usesr, and working from home then the 1Gigabit pacakge is a good option. For households with fewer people where activities include TV streaming and internet browsing may find a lower tariff will suffice. The good news is that you can upgrade at any time.
Give our Head Office a call on 0800 999 1519 and one of our expert team will be happy to guide you to the best solution. We create bespoke commercial packages that will meet all your business needs as required.
All full fibre packages with Country Connect include a WiFi 6 router as standard, ensuring you’re equipped with the latest in Wi-Fi technology. Experiment with Coverage: Enhance your home’s Wi-Fi coverage by adding modern Wi-Fi 6 mesh nodes, available for £50 each from us. Alternatively, opt for our fully managed Wi-Fi service at £9.99 per month, which includes up to 4 additional Wi-Fi 6 nodes and professional configuration and monitoring to guarantee full home coverage.