Why choose Solway?

Because our broadband connections are high quality, but they are also simple, and honest. Our speeds are guaranteed, there are no hidden costs, and what we say is what we provide you with!

Where are we?

Our coverage zone reaches from the west coast, just above Maryport, to beyond Brampton. Our main office is on the outskirts on the west of Carlisle, and our Support teams are to the east – it is all very local.

Customer Service?

We will provide a guaranteed bandwidth service to either the router we have provided (if it is a residential connection) or the internal network that is already in place (if it is a business connection). Past that point though, we are not responsible for the speeds. For instance, if you are connecting to the router via a laptop in the garden, and the strength of the wifi signal is very weak, the laptop will not be getting the full bandwidth. If you are on a tablet in the office connecting to the internet, and the internal wifi network isn’t configured correctly, then the tablet may not connect. We will, however, guarantee all of our equipment that we source and provide.

Signing up

Signing up is easy – you can either do it online or call us on 01228 21 71 71, and do it over the phone. There is an initial installation cost is £220 (inc VAT) for residential and £348 (inc VAT) for businesses, but if we cannot connect you, because of something blocking the line-of-sight, it is fully refunded, meaning there’s no risk to you.

What speeds do we provide?

Because of the way our network is set up, we can offer normal packages, ranging from 5Mb/s to 20Mb/s, or provide leased lines with no contention ratio up to 1,000Mb/s. Depending on your needs, the upload speeds can be half as fast as the download speeds (rather than 1/10th of the download speed, as most landline providers will give you), or they can be symmetrical.

Are they guaranteed?

While nothing can be guaranteed 100%, we can promise that, over any 2 hour period, the average speed you receive will be at least 75% of the package speed that you have bought.

Are there any limits?

We do have Fair Use and Acceptable Use policies, to combat illegal hosting, but there are no download or upload limits as standard – we won’t suddenly charge you more, or slow your speeds if you go over some arbitrary limit.

How does it work?

We have a fibre-optic network, connected to several transmission towers around Cumbria. These send a direct line-of-sight signal to a dish that we install on your home/business/school/etc, which works exactly the same way as a normal landline. However, because the connection is wireless rather than down a long copper cable, the speeds we provide can be maintained, rather than slowing down the further you go.

Solway VS Landline and Satellite

What should I do if I’m not seeing the speed I’m expecting?

Even the best Internet connections (like ours!) can run into temporary problems.  Of course, if it’s our responsibility, we’ll be right on the problem to fix it. But you’d be wise to check where the problem really is, so you don’t incur a call out charge for asking us to attend to something that’s not our responsibility

First, if you’re getting buffering with the little wheel symbol or things are taking too long to load, check with an appropriate “speed-test” that you’re getting at least three-quarters of the maximum speed you’ve paid for.  If you are, then you need an upgrade; so, ring us on 01228 217171 to discuss.

What do I do next, if the speed test says I’m not getting the speed I’ve paid for?

• Turn the router off, count to ten and turn it on again.
• Try the connection again.

What if turning the router off and on hasn’t given me the speed I’m expecting?

Perhaps you’re using up your speed by running too many devices at the same time.  So, turn off all connected devices (Smart TV, desk-top, laptop etc) except one device that you can plug into the router with a cable and run the speed test again (link                           ).  If the cabled device is still not getting good performance, then call us on 01228 217181 (oursupport line) and we’ll deal with the problem.

What do I do if it turns out that the problem is with my Wi-Fi connection?

If the speed test showed the device worked well when plugged in, it’s your Wi-Fi that’s the problem. WE can’t be responsible for Wi-Fi performance because it’s affected by many factors outside our control – other devices, thick walls and siting.  So,

• Make sure that you haven’t got Wi-Fi extenders running or any electrical device within a metre of the router
• Take a laptop or iPad within 3 metres of the router and run the speed test again.
• If that fixes the connection, the structure of your property or location of your device(s) is the problem and you’ll have either to move your device(s) to where there’s better reception or you’ll have to ask us to move the router.

If putting your device near the router with any extenders and other potentially interfering devices off doesn’t fix the problem, then perhaps the router is faulty.  Ring us on 01228-217181 and we’ll look into the problem.

What should I do if I’m not seeing the speeds I’m expecting?

Even the best Internet connections (like ours!) can run into temporary problems.  Of course, if it’s our responsibility, we’ll be right onto the problem to fix it. But you’d be wise to check where the problem really is, so you don’t incur a call out charge for asking us to attend to something that’s not our responsibility  

First, if you’re getting buffering with the little wheel symbol, things are taking too long to load people can’t see you clearly on video calls, check with an appropriate “speed-test” (www.speedtest.net) that you’re getting at least three-quarters of the maximum download and upload speeds you’ve paid for.  If you are getting the speeds but the problem is persisting, then you need an upgrade; so, ring us on 01228 217171 to get one of our great upgrade deals. 

What next, if the speed test says I’m not getting the speed I’ve paid for?

• Turn the router off, count to ten and turn it on again.   
• Try the connection again. 

What if turning the router off and on again hasn’t given me the speed I’m expecting?

Perhaps you’re using up your speeds by running too many devices at the same time. So, turn off all connected devices (Smart TV, desk-top, laptop etc) except one device that you can plug into the router with a cable and run the speed test again (www.speedtest.net). If the cabled device is still not getting good performance, then call us on 01228 217181 (our support line) and we’ll fix the problem. In accordance with our published standards of service, we shall get back to you within one working day.

What if Solway Comms is giving me the speeds but there’s a problem with my in-home connection or my device?

If the speed test showed the device worked well when plugged in, it’s your in-home connection or your device that’s the problem. We can’t be responsible for in-home performance because it’s affected by many factors outside our control – other devices, thick walls and siting.  So, 

• Make sure that you haven’t got Wi-Fi extenders running or any electrical device within a metre of the router 

• Test your Wi-Fi a laptop or iPad within 3 clear metres of the router and run the speed test again. 
• If that fixes the connection, the problem lies with the structure of your property, the location of your device(s) or the devices themselves.  You’ll have either to move your device(s) to where there’s better reception or ask us to move the router or change your device.. 

If plugging your device in fixes the problem but putting your device near the router, with any extenders and other potentially interfering devices switched off, doesn’t fix it, then perhaps the router is faulty.  Give us a call on 01228-217181 and we’ll fix it. 

Installation, Cost and Refund

Installation for a Residential connection is £220 (inc VAT) and for a Business connection is £348 (inc VAT), and is an upfront, one-off cost. Subscription costs depend on the guaranteed speed package that you choose, plus any phone line extras. Your subscription billing will only start after we have successfully installed the receiving equipment on your premises. If we cannot connect you, then we will completely refund the installation fee, so there is no risk to you.

Subscriptions and Contracts

Your contract length and payment plan are part of the ordering process. Your subscription will only start once your installation has been confirmed.

Getting money back (referrals)

There are various different ways to reduce your bills. One of the most popular ones is signing up other people. If a friend signs up because you told them about us, we’ll give you the amount of their monthly subscription off your next bill. Do that just once a month, and you could get your broadband entirely free! Call the office on 01228 21 71 71 or email [email protected] to find out more.

What are the call out/response times for system problems?

For a residential connection, the maximum fault response time is 8 working hours (24 hours at other times) and the maximum time to restore service is 16 working hours (48 hours at other times). For a business connection, the maximum fault response time is 4 working hours (8 hours at other times) and the maximum time to restore service is 8 working hours (24 hours at other times).

Does the Weather affect the signal?

Normal bad weather (gales/rain/etc) will not affect the signal. Extreme weather, such as heavy blizzards or icestorms, may cause the signal to weaken. However, flooding (which often damages copper and fibre connections) will not affect our service at all.

If the entire village is using their connection will that affect speeds?

No. Each of our connections is individual, and the maximum contention ratio is 20:1. This is regardless of whether you are in the same village.

What happens if the sight line is blocked – say a new building or trees?

If something blocks the line of sight, then you will lose your broadband connection. We may be able to relocate the dish, but there will be a fee.

What about current contracts with BT that are still running?

If you sign up, and can provide documentation showing that your BT contract ends within 3 months, then we will provide your connection for free until it expires.

What about future price rises?

While we do try and keep our prices as low as possible, they can fluctuate. Once you are in a contract, though, those prices are fixed until it’s time for renewal.

What size is the receiver dish?

The receiver dish is about 18inches across, and can be painted to blend in with the building it is situated on. At shorter ranges receiver bars can be used – they are about 12 inches long and 3 inches wide.