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Leading Fixed Wireless & Full Fibre Broadband Provider


FAQs

One of the UK’s leading Fixed Wireless and Full Fibre hybrid broadband providers.
Boundless Networks Home Broadband logo
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FAQs

We have listened to our broadband customers and here are the answers to the questions we are asked the most

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General FAQ's

Got a question about your home broadband? See our FAQs here. If the question you have is not answered here please get in touch with us.
  • Who is Boundless networks?

    Boundless Networks is a fully independent Internet Service Provider, based in Leeds. We operate a private fibre and fixed wireless network across Lancashire and Yorkshire and serve businesses and homes with high speed broadband and high quality personal service. We employ around 30 staff and take a pride in helping our clients get the best possible connection and best in class service.

  • What is a WISP or Wireless Internet Service Provider?

    WISPs use fixed wireless broadband technology to deliver the same high speeds and service as traditional broadband providers, but delivered wirelessly as opposed to through buried cables. Therefore WISPs deliver internet without the use of a traditional telephone line. Boundless is a member of the UK Wireless Internet Service Providers Association (UK WISPA) and has been awarded UK WISPA's Gold Accreditation for service.

  • What is Fixed Wireless Access?

    Fixed wireless refers to internet access services that are delivered to fixed locations, such as  offices or homes, as opposed to devices that are mobile, such as smartphones and tablets. Typically, a small antenna is placed on your home or office which receives a direct signal from a WISP tower nearby. Unlike technology used for cellular data, the wireless connection between your home and the tower allows for fast reliable service via a fixed wireless connection.

  • How long does it take for a new order to be completed and service available?

    We can usually get the service installed within a few weeks if you are covered by our wireless network. If you are just outside the service area we will need to discuss this with you and arrange a survey.

  • How long does the installation work take?

    A couple of hours, on average. It may take longer if the cable run is particularly long or access is difficult.

  • Someone said this will put my house price up, is that true?

    Evidence from around the world and in the UK has shown that properties with high quality and fast internet connections frequently sell for more money. Estate agents are reporting that houses without good internet access do not get many viewers these days, so houses are becoming increasingly difficult to sell in rural areas.

  • I am a customer with another Internet Service Provider (ISP), how can I move to Boundless?

    Moving from fixed line broadband to Boundless is simple, as we do not use your landline to connect broadband. Simply order your new connection from Boundless and once we have installed the new connection, and you are happy with the speed and service, just cancel the old supply. Please keep in mind that if you cancel your old boradband and phone line, you may lose your landline number.  If you want to keep your number and switch your phone to Boundless, please let us know as early as possible so that we can take care of the number transfer for you. In this case, we transfer the number, which cancels your landline subscription as well. To retain your number, it's important that you don't cancel the line and let us  arrange this for you.

  • Can I change my Service Plan?

    Yes, just send an email customerservice@boundlessnetworks.co.uk or call us on 0113 894 1951

  • WiFi Coverage in the home

    WiFi Coverage is affected by many factors in and around your property as well as the devices you are using, such as phones and laptops. Here are a few key factors that may help you to get the best from your wireless network:


    1. Location of Router. Your wireless router transmits and receives information from your wireless devices. Ideally this should be located as near as reasonably possible to the areas in your property where you need WiFi the most. Devices that use media streaming such as Smart TVs tend to be most sensitive to a strong signal.

    2. Walls and property size. The strength of wireless signals reduce with distance, but is also affected by absorption or reflection in walls. Sometimes this is easy to see, if the property has thick stone walls, but some types of modern insulated plasterboard or double-glazed windows can also have a significant effect on the wireless signal. If your WiFi network uses the faster 5GHz band (instead or as well as the 2.4GHz band) the effect of walls and distance is far greater. It is generally advised to use the 5GHz band within the same room as the router, as it may not work effectively through walls.

    3. Type and location of wireless devices. WiFi works across thousands of different types of devices, but they all follow industry standards for communication and security. Where multiple wireless devices are connected to the same router, such as TVs, laptops, and smartphones, they have to communicate with each other to ensure that they all get a share of the WiFi capacity. By communicating between themselves, WiFi devices can ‘agree’ whose turn it is to send or receive data from the internet. In some cases, not all WiFi devices can talk to each other, for example where there is a laptop at one end of a property, a router in the middle and smartphone at the other end. In this case, both devices can communicate with the router, but they may not see each other and therefore cannot agree whose turn it is to access the router. This scenario can have a negative effect on all the devices in the network. Equally, if one wireless device has a very poor signal, but all others are good, the router will spend a disproportionate time re-sending information to the weakest device, reducing the capacity for all others.

    4. Channel number and Channel Width. Generally, wide channels (40MHz) or higher have the highest data capacity and therefore can send or receive data faster. However, wide channels are also more likely to overlap with other wireless routers if nearby, which creates interference that reduces speeds. Sometimes a narrow channel (20MHz) can therefore give faster real-world performance.

    5. Security and data encryption. Always ensure that your WiFi network has encryption enabled. The best levels of encryption are based on standards known as WPA. It is not generally advised to use the older WEP encryption method. Please note that some very old wireless devices do not support WPA.

    6. Interference from other sources. Some non WiFi equipment is permitted to transmit data on the 2.4GHz WiFi band and can cause interference or reduced performance on your WiFi network. This equipment can include baby monitors, DECT cordless phones, X-Box controllers, some alarm and door entry systems, microwave ovens and Zigbee remote controllers (used by some smart lighting and audio visual systems). It is generally recommended to locate your router and wireless devices as far as possible from this type of equipment.

    7. Device Compatibility. Most WiFi routers use up to date standards (protocols) to communicate with their associated WiFi devices. However, some old equipment may not be compatible with the latest standards. For example, older equipment used the 802.11 A, B and G protocols, whereas newer equipment is built to use 802.11 N and AC protocols. If you find that older devices cannot connect to your wireless network, please consider replacing this equipment with newer units, or change the protocol standards on your router.

    8. Using wireless extenders and repeaters.Boosting wireless coverage can be achieved by using specialised equipment to add repeaters or extenders. Whilst these can be an effective means of improving coverage, it is vital that they are set up correctly or they can cause lower speeds and reduce reliability. We strongly advise asking for professional help in selecting and configuring extenders and repeaters. Please contact us for more information.

    9. Expected speeds. Many routers claim speeds of 150Mbps, 300Mbps or higher data rates. These are theoretical maxima based on controlled laboratory environments. Real world speeds are generally less than 50% of these headline speeds. Please keep in mind that the speed of internet access is limited to the speed of your line or subscription package, which will often be different than the WiFi speed. As an example, if you have a 30Mbps internet subscription, you will not be able to download data from the internet faster than this. Please also note that your internet connection speed is shared between the users and devices connected to your network. Therefore, if say a PlayStation game is being updated at the same time as an Apple update and a movie download, they will all share the overall internet capacity at the property and will therefore appear slower than the headline subscription speed.

Accounts FAQ's

  • Your invoice explained

    As a Boundless customer, you pay for your regular services in advance. The date provided on your invoice is the start of your service period. For our monthly subscribers invoiced on the 1st of the month this would mean that your invoice is for the service period 1st to 31st of that month. 

    Depending on the service and package purchased we issue invoices that cover monthly, quarterly and annual service periods. Please note the payment frequency of our services at the time of ordering, for your convenience these will be noted on your invoice as well. 

    Your invoice(s) will note the description of the service to which you subscribe. We regularly change the packages that we offer and invite customers to check with us for the latest offerings available in their area. 


    All one-off charges are invoiced at the point of order and collected via your normal payment method under your normal payment terms. Installation charges and part month service fees are billed immediately upon successful installation. 

  • Call charges

    For customers who subscribe to our VoIP telephone services will pay call charges for any calls made outside of their plan. All call charges are invoiced in arrears and will be included on a monthly invoice for the service. A complete breakdown of every call is available on request.

  • How much does my service cost?

    You can find information about our package costs on your invoice. Your charges may be different from the prices advertised online on our website due to changes to the service and packages offered. If you would like to change your service to one of our current packages please contact our customer service team who will be more than happy to help. 

  • How do I receive my invoice?

    We currently only provide invoices by email therefore it is vital that you have provided us with the correct email address for your correspondence.

    We do not provide printed copies of invoices by post, if you request any invoices by post these will be subject to a minimum charge of £6.00 per invoice. 

  • Can I see my invoices online?

    We do not currently offer an online billing portal. This is something we are looking at implementing and will endeavour to provide as soon as possible. Any requests for invoices need to be made to our accounts team at accounts@boundlessnetworks.co.uk

  • When do I pay my subscription fees?

    When your invoice is raised it is automatically sent to you via email address provided. All our residential customers and Soho business users are required to pay by direct debit. Shortly after your invoice is issued you will receive a further notification from our direct debit provider GoCardless which informs you of the date at which your payment will be debited from your account. As standard this is generally 3 working days from the day your invoice is received. 

  • How can I pay my bills?

    We ask that all our customers both business and residential pay for their services and installations via Direct Debit. We use an online direct debit provider called GoCardless to handle our direct debits, please see below for more information about GoCardless. Completing a direct debit mandate with GoCardless means that you are accepting of their terms and conditions of service. 


    GoCardless Direct debits are subject to the normal direct debit agreement, which can be viewed here. 

  • Why do I have to pay by Direct Debit?

    Direct Debit is the lowest-cost method of transferring money on a regular basis. If we can keep these costs down, it helps to keep the price of the service down. A direct debit is a secure way of making regular payments to a company for services received. The direct debit guarantee protects customers interests and provides the customer with the assurance to be able to dispute unknown charges. 

  • Can I pay by cheque, cash or bank payment?

    In all cases we do not accept cheque or cash payment for any of our services. Cheques received will be either returned or discarded and amounts owed will remain outstanding until alternative payment is made. 

    All residential services and Soho business services are required to be paid by direct debit, customers without an active direct debit who subscribe to these services will be charged an administration fee in line with our current terms and conditions. 

    Enterprise business customers will discuss payment options at the order stage with their account manager, however we strongly advise that a direct debit is set up to avoid missing payments and potential late payment fees. 

  • What and who is GoCardless?

    GoCardless are a well-established online direct debits company who process thousands of payments a day on behalf of UK businesses. When you receive your direct debit request from us via email, the unique link in that email will ask you to complete a short sign up form. Upon completion of this form your direct debit will be activated immediately without the need to mail back forms or contact your bank. Your direct debit is automatically linked to your account with us and will take all future payments for both subscription and installation. 

  • I have never heard of GoCardless before, is it secure?

    GoCardless is extremely secure. Boundless chose to use GoCardless because of the security it offers us as a business and because of the security features it offers to our customers. We do not keep a record of your bank details; this is controlled by yourself which is an added element of security over a normal direct debit instruction with other companies. GoCardless use secure systems and processes to control the payments its users make and have an excellent track record of payment success.

    For more information about GoCardless we recommend that you read through the following support articles on their site. They provide a wide range of information on how the service works and what benefits it provides you. This can be found here.

  • I have received a notification of payment, refund or cancellation from GoCardless, what does this mean?

    GoCardless notifies you when any activity occurs on your account. When we request a payment, GoCardless will let you know when this payment is due to debit from you. This means that if you need to query a transaction, you can contact us in good time before the payment leaves your account and we can rectify any issues you may have.

    If we issue a refund of a payment, GoCardless will let you know how much the refund is and when it has been requested. If you do receive a refund for any reason from us and require a credit note for your records, please contact accounts@boundlessnetworks.co.uk 


    If you receive notification about a cancelled direct debit, this could be due to a number of reasons.


    1. You may have asked to cancel this at your bank, if this is the case we would like you to get in touch if you have not already.

    2. We may have cancelled your direct debit if you are no longer a customer or there is a specific issue with your direct debit, again please contact us if necessary, to discuss this further.

  • I cancelled my direct debit by accident, how can I activate it again?

    Do not worry, our accounts team can assist with reactivating your direct debit. It can be as simple as clicking a link they send out to you and confirming your details for the reactivation. Please get in touch as soon as possible if this happens to ensure your service is not interrupted.

  • I am having difficulty paying my bill, can I get any help?

    At Boundless, we understand that things do not always go according to plan. If you are having difficulty paying your bill, please let us know. If a payment fails, you will be notified regardless of the reason and eventually contacted by a member of our team. As often with situations like this it will always help to contact us beforehand to discuss your situation. We will always try to be accommodating as possible where the reasons for failed payments are genuine. 

  • Can I get a copy of my bill or invoice?

    To get a copy of a bill or invoice you need to contact our accounts team at accounts@boundlessnetworks.co.uk

    We will require a few details from you to supply the invoice and may also ask a few questions to confirm your details are correct on our system.

    Please if possible, supply your:

    ·       Account Reference (This can be found on any other invoices you have)

    ·       Invoice number (if already known)

    ·       Dates of invoices required (you can ask for an invoice for any payment you have made)

    ·       Name of the service account holder

    ·       Delivery address of the service

    If you are struggling to provide some of the above information, please give us the best detail you can offer, and our team will do our best to locate and provide you with your invoice.

  • The amount I have paid has changed or is different from what I expect?

    If the amount debited from your account is different from what you were expecting, please check your invoice that the payment relates to. In 99% of cases the information you seek will be provided on the invoice. If you are still not sure why the amount is different, please get in touch and our accounts team will be happy to assist.

  • I need to change the bank my direct debit comes out of, how do I do this?

    If you need to change the details of your direct debit because you have changed bank provider or just need to switch the account that it comes out from, please contact us at accounts@boundlessnetworks.co.uk or 01138 941 951.

  • Can I update my billing details?

    If you need to update any of your details with us, you can email accounts@boundlessnetworks.co.uk directly.  Please outline any changes that we need to make to your account. Please note that residential services must remain in the name of an individual and not a company, if you require a business level service we would ask that you enquire about our available packages. 


    We appreciate that in some circumstances, residential services may be paid for by a business. To assist with this, we can invoice your services to the business address but the account and name on the invoices will remain that of the individual account holder. 

  • Can I speak to someone regarding my bill?

    To get in touch regarding your bill you can email accounts@boundlessnetworks.co.uk directly. Please try to provide as much detail as possible in your request, including information such as account reference, invoice number(s), dates and account holder name (these can all be found on your invoice).

    This allows for our team to investigate any issues you may have and respond to you accordingly. Alternatively, you can call our main support line 01138 941 951 and chose option 3. The accounts team are available Monday to Friday 08:30 – 17:00.

  • What are your details for BACS payment?

    To make a one off payment to us or pay your invoice via BACS

    Bank: NatWest Bank

    Account Name: Boundless Networks Ltd

    Account Number:   78613736

    Sort Code: 60-03-28

    Address: Boundless Networks Ltd

    Hangar 1

    Southside Aviation Centre

    Leeds Bradford International Airport

    Leeds

    LS19 7UG

    In addition to using the above details for bank payments, please provide your subscriber account number and if applicable your invoice number for our accounts team to process your payment efficiently. These details can be found on your invoice. 

    Alternatively, we can take payment by debit or credit card over the phone by calling our main number 01138 941 951 (Option 3 for Accounts).

  • I am due a refund but do not appear to have received it?

    If you have been offered a refund by one of our team, they will have informed the accounts team of the refund.  Where possible we will refund this via your direct debit or credit the amount owed against your future charges. If you do not have a direct debit or have cancelled services, we will require further details to process any refund and therefore a member of the team will be in touch.

  • I have paid up to date but recently received a letter about non-payment?

    Please accept our apologies, payments can take a few days to clear our bank and then further time to be processed within our systems. If the payment has not been processed, you may automatically receive communication about non-payment, please ignore this. If you continue to receive these messages please contact us to ensure we have received your payment and discuss further. 

  • Where can I find my subscriber account number?

    If you need to contact us, your account number enables our support team to find your details and respond to your questions quicker.

    You will first receive your account number as part of the welcome pack that is sent to you when your services are activated. Your account number will always be displayed on your invoice and many other communications you may receive from us. 

  • Why has my account been suspended?

    Your account may have been suspended if you have failed to make payments for your subscription and subsequently failed to contact us about this. We will endeavour to contact you in the event of missed payments, but it is important that you respond to our messages should we not get through to you. If your account is suspended, you will receive email notification prior to suspension and then written notification upon suspension.


    Please note – a slow or lack of connection does not necessarily mean you have been suspended, there may be a temporary issue with your network or planned maintenance in your area. Any queries regarding your connection can be answered by our support team at 01138 941 951.

Technical FAQ's

  • Can I keep my existing email address?

    Yes. If you use a web-based service such as Gmail, Hotmail. If your email address is given to you by your existing ISP, for example @yahoo.co.uk or @aol.com, you may need to set up a free webmail address. We recommend Gmail.


    Some ISPs like BT let you keep your existing email address for a small monthly fee.

  • Can weather affect the Wireless Internet signal?

    No. Since we use terrestrial-based towers instead of satellites, service is not interrupted by atmospheric conditions. Links are also not affected by fog, smog, snow or non-torrential rain.

  • Is Wireless broadband the same as “satellite” broadband?

    NO! Wireless uses ground-based antennas to transmit data to your location with low latency. Satellite systems have higher “latency” (the time it takes data to travel between two points) since the data has to travel from your location up to the satellite 22,400 miles up and back down to the Internet, making VoIP, VPN (virtual private network) and gaming difficult to run.

  • Can I plug my TV into the connection to watch films on the TV?

    Yes, if it is a “Smart TV” which supports internet connectivity, you can stream services such as Netflix, Youtube and iPlayer.

  • Is the network secure?

    Yes, our wireless network employs the latest and most robust wireless encryption available with state-of-the-art equipment.

  • Is your technical support based within the UK?

    Yes, all our staff are based at our offices in Leeds and Chorley and are highly trained in dealing with our products and services.

  • Can I continue to use my existing Internet Service Provider (ISP)?

    If you wish to keep your old ISP as a backup, that's fine. Our service does not use the telephone line so it is straightforward to have both services operating.

  • What if you cannot get the signal from where I live?

    We will find out if this is the case when we perform a survey. If there is a cluster of houses in the same situation we will consider providing a relay station to bridge the gap. We will also advise on any alternative broadband services that may work.

  • Will there be any download limits with the wireless broadband service

    We have no caps on our traffic unless the system is abused. Traffic is distributed fairly. We may put some restrictions on the use of peer to peer torrent sharing such as Kazaa or non-stop data streaming.

  • Why is my broadband not achieving its full speed?

    The service allows us to provide packages of speeds up to 10, 20 or 30Mbps, the full speed would be obtained under perfect conditions with no contention. However a number of factors can prevent the full 10/20/30Mbps from being reached at times such as:


    1. Distance from the nearest access point, obstructions obscuring line of sight between transmitter and aerial.
    2. In order to provide broadband cost effectively, all broadband is contended. This means that bandwidth (speed) is shared between a number of users.
    3. Slow/old computers
    4. Computers infected with viruses or malware
    5. Badly configured internal network or cabling.
    6. Background updates such as Windows Updates or Antivirus updates.
    7. Background Peer to Peer file sharing (such as Torrents, etc).
    8. The maximum speed of the website you are viewing, its contention and the route through the Internet to the website.
    9. Other equipment in your property that may be consuming data.
    10. Internal WiFi problems at your property.
  • Broadband Routers

    Wireless Routers that are supplied by us will be either pre-delivered or installed on the day of your installation. If you have your own router please make sure it is compatible with our broadband connection, it needs to be for a Cable connection (not ADSL) and therefore have a WAN (wide area network) socket. The type you used for your telephone line delivered broadband is not suitable. You are not required to purchase a router, if you do not you will be presented with a single RJ45 Ethernet cable ready to plug into a network enabled computer, router or switch.

  • I cannot get online

    If you are experiencing issues getting online then please restart your router (switch it off for 10 to 20 seconds).


    If you continue to experience connectivity issues then switch off the PoE (Power Over Ethernet) device, this is normally a small black box about the same size as a laptop charger. It will be connected via an Ethernet cable to the WAN port on your router and plugged into a mains power supply. Leave switched off for 10 to 20 seconds and then switch back on. Also inspect the Ethernet plug at the end of the outdoor cable (it connects to the socket labeled PoE on the PoE device) to check for any moisture which would indicate the cable is damaged.


    If the problem persists then please call us on 0113 320 3737.

  • I am experiencing slow connection speeds

    Please follow these steps before contacting our Support Line:


    Restart your router and Power over Ethernet (PoE) unit by removing power to them both, then after a minute or two first power up the PoE unit, followed 2 minutes later by the router. It is important to do it in this order. Check to see if that cures the problem, which normally takes a few minutes.

    If the problem persists, connect your computer/laptop directly to the router via an Ethernet cable plugged into one of the four LAN sockets located on the back of your router. If an improvement is seen this means there is an issue with your internal house WiFi. If no improvement is seen, then please follow these instructions on how to perform a speed test directly through the PoE

    Unplug the cable from your Wireless Router that connects to the 'Blue' or 'WAN' port on the back.

    Turn the power off to the router and then plug this cable directly into a computer/laptop. This will indicate the speed you are receiving directly from the receiver bypassing the router.

    Navigate to www.speedtest.net and locate the following servers (by hovering your curser over the map)

    Manchester

    London

    Newbury

    Run one test per server at PEAK and NON-PEAK times (PEAK = 4:00pm to 11:00pm NON-PEAK any other time)

    Record your results by clicking the "Share This Result" button once the speed test has finished and click "COPY" then paste into an email to send back to us.

  • I have poor WiFi signal strength within my property

    WiFi signals will vary throughout your property and in most instances this does not relate to your broadband service or speeds. Signal strength can be affected by a number of factors, such as;



    The thickness of, and materials used for intervening walls. e.g Foil backed plasterboard.

    Distance from the router

    Your neighbours WiFi may even be a factor

    Other wireless equipment in your property such as baby monitors, DECT phones and games controllers.

    One solution is to use devices called Homeplugs.


    1. These devices generally come in pairs (one to plug into a mains socket near your router and the other to be plugged in where you require the WiFi connection extending to).
    2. Essentially, these devices take the signal from your router and, by utilising the ring circuit of your mains electricity supply, extend the signal to a different location.
    3. These are most effective when plugged directly into a mains socket and not an extension cable or four way gang.
    4. Boundless can supply or advise on these, along with other methods to improve your wireless coverage. Please call our Technical support line for further help on 0113 320 3737
  • Where can I find your Fair Use Policy?

    In our downloads section here.

  • Can I use P2P (peer-to-peer) file sharing?

    Using P2P file sharing software is not prohibited and the ports/protocols will not be blocked, but are rate limited based on continued usage. Please be aware that much of the information transmitted across the internet using P2P services such as torrents are subject to copyright and can be a very common way of transmitting malware, so we advise caution. Please see our Terms and Conditions for more information here.

  • Do I have to keep my landline?

    Our service is entirely independent of the landline. Many of our customers have cancelled their landlines and only use mobiles in order to avoid paying line rental charges. However if you use an alarm system or other type of monitored alert system connected to a telephone line, we recommend retaining your landline.

  • What is VoIP?

    Voice over Internet Protocol (VoIP) sometime also referred to as SIP is a means of using your existing telephone in just the same way as before, but it uses your broadband connection instead of the BT telephone network. We can supply you with a dual purpose router or a small pre-configured adapter which you plug your telephone (or cordless telephone base station) into, and then simply connect the adapter to a socket on your broadband router. There is no need to keep your BT landline and our call charges and line costs are generally far cheaper than traditional providers such as BT.

  • If I subscribe to VoIP can I keep my telephone number?

    Yes in most cases, but we will need to “Port” (migrate your number from your existing supplier to ourselves). There is normally a charge of £20 for this.

  • Can I improve my mobile phone coverage within the house using my broadband service

    Yes, by installing a booster from your mobile phone provider. Vodafone use a device called Sure Signal, EE is called Signal Box, O2 is called Boostbox, and 3 is called Home Signal. You need to apply to your mobile phone service for the device.


    Vodafone has just released a new service called “WiFi calling” which allows you to make calls on your mobile without using any device or App even if there is no cellular coverage. Currently this is only supported on a small number of phones. See here for more details.

  • I have a Vodafone Sure Signal (or similar device) to extend my mobile coverage within the house but it won’t work.

    In order for your device to work then you will first need to ensure that your IP address is on your service providers Whitelist (or similar database). If this is the case then please call us on 0113 320 3737 for advice.


    Once this is complete then you will be required to reset your Sure Signal, etc. Please note that most booster boxes can take up to 24 hours to register when first installed.

  • I’m having a problem with my VoIP service.

    If you are experiencing any issues with your VoIP service, before contacting our Support Helpline, please restart your router and the VoIP adapter/phone by switching the power off for a few seconds as this often fixes any issues.


    If the problem persists then contact Technical Support on 0113 320 3737

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