FAQs

Your first bill is determined by a number of factors, including the date your home broadband goes live, plus the date you select as your preferred billing date.

If you are uncertain about anything on your bill or you want to discuss any of your charges, discounts or services, please get in touch via live chat or WhatsApp and our Customer Service team will be happy to discuss your specific bill and answer any of your questions. We're here to help.

Yes! Log on to your customer portal, https://my.beebu.co.uk/login go to Billing and you can change your direct debit date here. Please note your next bill may be slightly different as it will be pro-rata based on your new direct debit date.

No Problem! Simply log on to your BeeBu account at https://my.beebu.co.uk/login and you can change your direct debit details in the billing section.

Our postcode checker is your best friend! Pop in your postcode and chances are we've got you covered!! Our network is growing fast - go on pop it in, there's nothing to lose.

The cancellation fee is calculated by multiplying your monthly bill by the number of months you have left until your contract end date.

For example, if you pay £25/month and you have four months left on your contract, your cancellation fees would be £100.

When you join the BeeBu family, your contract will be for a fixed time - normally 24 months. So, you have nothing to do other than sit back and enjoy super speeeee-dy broadband for 23 months, and then don't worry we'll be in touch with another great offer as we know you'll be soooooo happy and want to stay with us forever!
Don't forget, if you're in a contract with us, we'll smother you with love, and stay tuned for cheeky little voucher codes and benefits when you share BeeBu with your friends and family too.
Of course if you do need to chat to our lovely team, then give us a buzz or drop us a WhatsApp 03330 044 466.

You can upgrade to speeeee-dier packages whenever you want based on the speeds available at your location. Simply log in to the customer portal at https://my.beebu.co.uk/login go to your package, and you can upgrade if faster speeds are available at your address. When you increase your broadband speed, you'll see the new price for your package reflected in your next monthly bill.

We do all the techy checky bit for you - simply pop in your postcode to our fab availability checker and we'll let you know. More and more homes are full fibre ready so what are you waiting for, let's get started.

You go to https://my.beebu.co.uk/login and use your email address and password you set up, if you've forgotten your password you can reset it and if you never signed up to My.BeeBu customer portal you can register.

We know there's lots of other broadband providers out there. But BeeBu are brilliant at broadband - providing affordable, super reliable broadband to you, your family and all your mates. Give us a try, we're very cool and our broadband is super speeeee-dy too.

Our fibre-optic cables are designed to have a 99.9% uptime to ensure you stay online, enjoying super speeeee-dy broadband around the clock. Surfing, Streaming or binge watching the latest box set our broadband is more reliable than a labrador!

If you are moving to a new home and want to take your speedy full fibre connection with you, we can help to make the process easier for you. First things first. You'll need to check if your new address is serviced by us using our postcode checker.

If we are available at your new address and you wish to stay with us, that's great news. Get in touch with our team via chat or submit a request and we'll get the process started for you.

If we do not service the area you are moving to, unfortunately, you will need to cancel your contract with us. However, we can help alleviate the cost of any applicable early cancelling fees.

We'll need proof of your move. You can provide this by sending us with any of the following:

1. A copy of your new tenancy agreement.
2. Council tax documentation showing your full name and new address.
3. Bank statement with your new address on it.
4. Once we have valid proof, we will reduce any applicable cancellation fees by 50%.


If we do not receive valid proof of your move, you will be charged the full cancellations fee.

If you are moving somewhere we service and do not wish to continue using our services, you will also need to pay the full amount for applicable cancellation fees.

We'll be sorry to see you go, but if you're thinking of leaving us, we make everything easy.

You can call our Customer Service Team on 0333 0044 466 whenever you want to cancel your BeeBu service. If you're still in a contract, you may be charged exit fees.

If you're still in contract and exit fees do apply, our Customer Service Team will calculate and confirm anything owed. If you're out of contract, all we need is 30 days notice and then you're free to switch.

Please log into the customer portal, https://my.beebu.co.uk/login and go to update personal details.

Please log into the customer portal, https://my.beebu.co.uk/login and go to update personal details. For a name change we may require further proofs, it will raise a ticket in our system and one of the BeeBu team will be in touch with you shortly.

We're sorry you don't feel our service is top notch, please send your complaint to complaints@beebu.co.uk.

Dropouts are occasional disconnections in your broadband connection and can be extremely inconvenient when you are trying to use the internet. There are several things that can help.

1. Try rebooting your router (Turn the device off for 30 seconds and turn back on)
2. Move closer to the router for an hour and see if the drop out continues if it doesn't it's likely related to coverage.
3. You can add WiFi repeaters to increase your coverage on the customer portal, https://my.beebu.co.uk/login or speak with one of the BeeBu team.

If you're having issues with your broadband, a simple on-and-off-again reboot of your router and optical network terminal (ONT) can fix a multitude of issues. Here's how to reboot your BeeBu service.

Turn off the ONT (optical network terminal) and your BeeBu Router.
After 20 seconds, turn on the ONT and look for two green lights on the right-hand side.
After a further 2 minutes, turn on your BeeBu router.
Allow up to 5 minutes for the router to fully connect.

This should get your broadband working, if there is any other issue, please log onto your customer portal, https://my.beebu.co.uk/login and speak to one of our agents.

You can add WiFi repeaters to increase your coverage on the customer portal, https://my.beebu.co.uk/login or speak with one of the BeeBu team.

If you want to renew your contract, please contact a member of our BeeBu team and we can talk through our latest pricing promotions. If you want to remain on a 30-day contract your monthly bill will increase by £5.00. If you wish to cancel, please contact our customer service team on 0333 0044 466.

If you're having broadband connectivity issues, a simple on-and-off-again reboot of your router and fibre termination box can fix a multitude of issues. Here's how to reboot your BeeBu service.

Turn off the FTU (Fibre Termination Unit) and your BeeBu Router.
After 20 seconds, turn on the FTU and look for two green lights on the right-hand side.
After a further 2 minutes, turn on your BeeBu router.
Allow up to 5 minutes for the router to fully connect.

This should get your broadband working, if there is any other issue, please log onto your customer portal, https://my.beebu.co.uk/login and speak to one of our agents.

Bereavement is incredibly tough for any family, and we want to support you wherever possible. If the account holder has passed away, you have the choice to:

1. Transfer the account to anyone else who lives in the same household,
2. Close the account.


To make either of these changes to the account, we will need to see the account holder's death certificate.

Our BeeBu Teamies are here to help! So if you need help with your broadband, then feel free to WhatsApp or give us a buzz on 0333 0044 466 or shoot an email through to the best team in the whole wide world at hello@beebu.co.uk

How long is a piece of string - or should we say fibre cable? There are quite a few options here - but we like to keep it simple.
If you already have a full fibre connection, then it's super simple. Sign up with BeeBu, we send you a router and you can plug it in and get going.
If we need to connect fibre to your property, then we will have a technie wizard pop out to your house. You'll need to be on hand as they will need to have to come in and sometimes they have to drill a hole. But don't worry, no matter what your install process we know what you need before the day and we'll let you know exactly what the plan is -after all, no one likes surprises.
Our Network techies are super clever, no matter what they are doing, they'll always tidy up and be polite - especially Dave, he loves a cup of tea and choccy bickie whilst he's working.

The ONT connects the fibre network in the street to your home network. The ONT connects to the router via an ethernet cable, allowing you to connect to the internet.

We love broadband especially superfast full fibre, so if your surfing the web, downloading the latest box set or gaming with mates, we will never throttle your speeds - it's a promise!

OK we're smart and our routers are brilliant (Pro Wi-Fi 6 if you want the techni blurb) and in most houses they will give you enough beefy broadband to cover the lot!!! But, if you want to extend Wi-Fi to your garden or have lots of block walls in your home, then you might need one of our extenders to boost coverage. Why not give our router a go first and then you can always add a extender later on if you really need it.
Already got extenders? This still might not mean you need them with our router as it's clearly been working out at the gym and reaches parts of the house that no other router has ever reached. So give it a go first - you might be surprised - it might be small, but it's really smart and super powerful. Our techie wizards will always say check out our installation guide for perfect router placement too for max coverage.

Really? We don't cover you already??? Our network coverage is MAAAAHOOOOSIVE and we're planning to connect more homes across the country than any other broadband provider. So, if we can't connect you just yet, don't fret - we will be doing very soon!
Stay tuned - we're on our way to you!

If you're having issues with your broadband, a simple on-and-off-again reboot of your router and optical network terminal (ONT) can fix a multitude of issues. Here's how to reboot your BeeBu service.

Turn off the ONT (optical network terminal) and your BeeBu Router.
After 20 seconds, turn on the ONT and look for two green lights on the right-hand side.
After a further 2 minutes, turn on your BeeBu router.
Allow up to 5 minutes for the router to fully connect.

This should get your broadband back up and running. If you're still having problems, please log onto your customer portal, https://my.beebu.co.uk/login and chat to our team - we'll aim to get you back online faster than a fast thing.

YES, that's totally fine. We'll still send you a Beebu router in case you need it at a later stage. Just please note that we can only provide support on BeeBu routers. We will always send you a BeeBu router - even if you have opted to use your own kit. If you run into issues with your router or decide to swap over, then you can always just plug ours in and you're good to go.