How long does it take to install?

Leased Lines

Install time varies depending on existing duct infrastructure around your location. Generally speaking: the newer the building the faster the installation.

During our initial desk survey we will be able to give an indicative install lead time, usually varying between 15 and 65 working days.

Everything Else

Usually between 2 and 3 weeks depending on the current order backlog in your area. You can find detail on installations on our own fibre network here.

Where do I find my login details?

Portal

You can find our control panel here. Your username is usually your email address, and your welcome email will contain your password. If you have forgotten your password you can use the Reset Password link on the login page. If you have forgotten your username or used an unusual email address please reach out to us at help@1310.io for assistance.

Internet Service

If you are using one of our supplied routers they are provisioned automatically with login details for your service. If you find this is not working then a factory reset will usually solve the problem. You can find your PPPoE username for your internet service in our control panel on this page. You can also change your PPPoE password there if you like, although be aware that your router will not update itself automatically if you do this so manual changes will then be required (or a factory reset if on our supplied router).

What is the installation process for a Leased Line?

While we can deliver our service to anywhere in the UK, not all properties are alike and therefore before we will accept an order we perform a desk survey to assess viability. The purpose of this is to flag any reasons there could be delays or excess construction charges.

Once your order is placed it is possible an on-site survey may be required, where a surveyor will visit your property. This sort of survey will be mostly be required if you have never had a fibre internet connection before.

If the on-site survey indicates duct or tube work is required then this step comes next. This is the area with the greatest impact on lead time, and can vary from a half day visit right up to several weeks of roadworks. The result of this will be a tube into your property down which fibre will be installed.

There will then be a visit from a fibre engineer to blow the actual fibre into your property down the tube.

The final step is the installation of an NTE (Network Termination Equipment) which both converts the fibre to a format you can make use of as well as providing a means of us monitoring the line for faults.

What equipment do I need to connect?

As standard 1310 is supplied as a “wires only” service. This means we usually only supply equipment required to terminate the line in your property. In order to make use of your new ultra-fast Internet connection you will require a router which will allow your computers to connect. Almost all companies make use of WiFi as well, which means you will either need a router with integrated WiFi or, more commonly in businesses properties, separate wireless access points.

Can you supply a router?

Our connectivity is targeted at businesses likely to have existing IT departments and services, and as such we do not automatically supply a router. However if this is something you would like then we can supply a router, options will be discussed when you get in contact with us.

What should I do if there's a problem with my line?

First of all, check our status website at https://status.1310.io/ to see if there is something larger afoot. Assuming all looks good there you can contact us 24×7 on 0333 300 1310 or during the day by emailing help@1310.io.

What billing periods can you support?

We can generate your invoicing to cover monthly, quarterly, or annual periods, depending on your preference.

What is the contract minimum term?

We’re quite flexible, and if you have requirements around extremely short (or extremely long) terms we can put a custom term in place. Our standard terms are 12 months and 36 months.

Will my existing router work?

The connectivity we sell is substantially faster than a regular broadband Internet connection. As such, it’s possible your existing router may not be able to handle the throughput required to fully utilise your new connection.

Additionally, traditional broadband is delivered over a copper line whereas our ultrafast connectivity is broad to you over fibre. This means your existing equipment may not have the required interfaces to connect to us.

We can advise you on if your existing equipment will work when you get in contact with us.

What sort of interface do I need to connect to you?

[Warning: technical answer!]

After installation you will be left with a type of fibre interface called 1000BASE-LX with a LC connector and a wavelength of 1310nm over singlemode fibre. This is an extremely common type of connection, and you should have no trouble connecting to it. If this answer leaves you in any doubt then please reach out to us and we’ll help you out.

What payment methods do you accept?

We accept payment by credit/debit card, securely managed by Stripe, as well as Direct Debit.

CCP

Customer Connection Point - This is the box we install on the outside wall of your property where our cable from the street reaches your property.

FWO

Fibre Wall Outlet - This is the internal socket, connected back to the CCP, and is where we connect the ONU.

ONU

Optical Network Unit - This box connects to the fibre network and converts that signal to something your CPE can plug in to.

CPE

Customer Premises Equipment - Or simply “router”. This is the main box in your house that all your devices connect to, either wirelessly or with cables.

What do I do if I am not happy with the service?

At 1310 we aim to provide a high quality reliable service with good customer service. However we accept that despite our best efforts sometimes things can still go wrong.

If you’re not completely happy with our service, please let us know as soon as you can. We’ll do our best to put things right, so you can carry on enjoying your services again.

How to get in touch?

We find talking is always a good place to start, so initially please call us on 0333 300 1310 to discuss your issue.

Alternative you can contact us in writing via email to help@1310.io let us know what went wrong and what we can do to put this right for you.

We always aim to resolve complaints in the first instance and respond within 7 days, but this isn’t as quick as calling us.

Independent adjudication

If we haven't reached an agreed settlement within 8 weeks of receiving your complaint, or we agree in writing before the 8 weeks are up that the dispute should be settled by independent adjudication, we'll send you a letter or email confirming that you have the right to refer your complaint for independent consideration through Alternative Dispute Resolution. 

1310 is a member of The Internet Services Providers' Association (ISPA UK) and sign up to their code of conduct.

You can find out more and file a complaint here at ISPA Consumer Complaints