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All FAQs
About Solway
Solway Broadband
Charges & Pricing
Miscellaneous
All FAQs

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

Solway Solway Fibre Landline Satellite
Contention Ratio 20:1 1:1 60:1 300:1
Latency(lag-time) 6ms 6ms 35ms 250ms
Data Limit Unlimited Unlimited 10GB/Month – Unlimited 5GB/Month – Unlimited

Disconnection fee applies to remove equipment (£100 manual removal or £200 if a cherry lift is required). Mandatory for Schools.

Future Plans

We’re constantly working on new services for you, including TV bundles, server hosting and more. Watch the website and our social media for new announcements!

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. Doing 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.

About Solway

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.

Solway Broadband

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

Solway Solway Fibre Landline Satellite
Contention Ratio 20:1 1:1 60:1 300:1
Latency(lag-time) 6ms 6ms 35ms 250ms
Data Limit Unlimited Unlimited 10GB/Month – Unlimited 5GB/Month – Unlimited
Charges & Pricing

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.

Miscellaneous

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.

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