Customer FAQs

How can I upgrade my account?

Simply contact our customer support team by phone or email. Upgrades are completely free but please note that an administration fee equivalent to the cost of one month at your current package will be charged for downgrades.

How can I cancel my account?

We want all our customers to be delighted with our service. So, if there’s anything we can do to help, please get in touch. However, if you’ve decided that satellite broadband isn’t for you, please call our customer support team on +44 (0) 1869 222 900.

New customers benefit from our 14-day cooling-off period. It’s a great opportunity to try us out before your contract starts.

Can I use my bigblu service to connect to my work or office via VPN?

There’s nothing to stop you connecting to your company’s corporate VPN to your bigblu service, but there are some things to check. Ask your IT team if your company uses an IPSec type of VPN.

If so, these often require a staticIP address to function. Static IP addresses are only provided on our Pro tariffs.

We use packet acceleration technology to help data efficiently travel the distance to and from your system. With certain VPN connections, information is encrypted, and no acceleration can be applied. So, you might experience performance problems, or the system may not be able to run.

We recommend giving our support team a call to talk it all through. That way we can help you choose the right product to use our satellite broadband services over an IPSec VPN.

I’ve used up my priority data, what happens to my speed now?

When the network is not busy, you will not notice any difference in speed, however during busy times speeds may drop. We monitor average speeds on a monthly basis and using the ASA’s methodology (used by all the major internet service providers) and the findings are shown below:

Average speeds for non-prioritised data during peak times were obtained between 1st and 31st October 2019.

How can I check what download performance I am getting?

“Speed” does not always mean performance. Typical “speed test” websites are not designed for satellite-based broadband connections. They tend to add the satellites’ natural latency into the calculation of data over time, giving an inaccurate result which doesn’t reflect the service you’re experiencing.

Performance will vary at different times of the day depending on how busy the network and the public internet is, and how many users are online at the same time as you. Like all broadband networks, it will be noticeably less busy after 9pm and before 7.30am.

To get an accurate speed test you need to use:

Are there limits to how much data I can transfer?

Our Fixed Wireless plans (if available in your area) are unlimited. Our satellite internet plans range from 10GB all the way up to 100GB. The packages available to you will depend on your location/country.

If you regularly find you need more data at the end of the month you may want to upgrade your plan to a higher data package.

Can I get a static IP address on my bigblu broadband service?

Yes, all our pro tariffs come with a static public IP address as standard.

I’m not getting the speeds I was promised, what should I do?

If you are experiencing slow speeds, follow this speed test first then give us a call us on +44 (0) 1869 222 900.

How do I cancel?

We have a 30-day cancellation notice period. You can cancel by emailing or giving us a call on our customer service line: +44 (0) 1869 222 900. See below for details if you are still in contract and how you can return the equipment to us.

What happens if I cancel within contract?

As with most broadband companies, if you are within contract, you will need to pay for the cancellation. This is to help us cover our costs.

You will need to provide 30 days’ notice in writing or over the phone to us. You will then need to pay one month’s tariff plus a flat rate fee of £16.88 per month for remainder of contract.

We also need our equipment back. See options below for how you can return the kit to us.

What are my options for returning equipment if I cancel?

You have a few options for returning the equipment to us:

  1. For £89.99 an engineer can come to your house, deinstall and take the equipment away.
  2. If it is safe for you to do so, you can uninstall the equipment yourself and we can send a currier to you to collect the equipment for a charge of £49.99
  3. If it is safe for you to do so, you can uninstall the equipment yourself and bring it to us at our head office.

When we say equipment, we mean the tria (also known as transceiver of LMB) and the modem. The tria is the part on the end of your dish facing the dish. Both the modem and the tria are shown in the image below. You do not need to return the satellite dish to us.

Bloack box of the modem and the silver, metal tria

It’s never nice to say goodbye, but our equipment is expensive, and we cannot leave it with you when other people could be using it.

How do I find out how long do I have left in my contract?

You can see the remaining term in your customer portal. Once logged in, click on Contracts & Devices on the left-hand side. Then, under Contracts click on your contract name under the heading Code. This link will take you through to your Contract Information. Here you can see your valid from and valid to dates.

Can I see old invoices?

Absolutely, you can see past invoices in your Customer Portal. To do this, login and click on Payment Details. You will then see a button for Billing History. This will show you past invoices.

Why has my payment not been taken?

The most likely reason for a payment not being taken is that your card has expired. When this happens, you need to either get in touch with us to tell us and provide us a new card or log into your portal and add a new card under the Manage Cards section on Payment Details. This is your responsibility, we will not notify you when your card is expiring, we need you to notify us.

How can I check how much of my data I have used?

To see how much data you have used, first log into your customer portal. Once there click on Contracts & Devices on the left-hand side. Then, under Devices click on your AccountID. This link will take you through to your Device Details & Usage page where you can see exactly how much data you have used and when your data will reset.

What happens when I reach my data limit before the end of the month?

For some packages (excluding new Konnect packages introduced in December 2018) when you’ve used up your data your broadband connection will be halted. If this happens you can choose to upgrade your package, buy a data bolt-on, or wait until your data refresh date.

What Are Data Boosters?

For certain packages (excluding new Konnect packages introduced in December 2018), we have a selection of data boost options if you occasionally need more. Our bolt-ons range from a 1GB Booster to a 100GB Booster.