Joining or Leaving Us help and support.

You can order Fibrely Mobile through a variety of different methods depending on which one suits you best. To order online, simply go to our site fibrely.co.uk/mobile and pick your package or you can order over the phone by contacting our team 0330 822 42 64.

To get a service from Fibrely, in most cases you must be in FTTP (Full Fibre) compatible area however from time to time we do have offers for none FTTP services.

If you have been told you are unable to get a service, then unfortunately one of our partner networks does not pass your home.

Short answer is no, Fibrely is a data only service that prioritises Broadband service quality. We currently do not offer any digital voice services.

If you already have a Full Fibre service and are simply migrating to us then there will be no need for digging or drilling.

If, however, you are new to Full Fibre, an engineer will need to run a cable from either an underground duct or a telegraph pole to your property. They may need to dig a trench to conduct this work and will certainly need to drill through an exterior wall. Our engineers are trained to conduct this is in ways to minimise any impact or disruption.

Typically it will take between 3 days and two weeks to install a service however this timeline is dependent on whether we need to install a new piece of Fibre. If this is the first time you are taking an FTTP (Full Fibre) product and do not already have a Fibre cable and ONT (Hardware that terminates the Fibre cable) installed then it could take longer to complete the works (this can range from 4 to 12 weeks).

If you already have a pre-existing fibre optic cable (for FTTP) then an engineer will not be required in most cases.

If we are providing you with a new line or fibre optic cable, then an engineer appointment will be required. We will provide you advanced notice of this date and can be amended upon your request (requires 48 hours’ notice).

Both do exactly the same job. It really comes down to your phone and your preference.

eSIM is great if

You want to get started straight away — no waiting for the post. Your phone supports it (most iPhones from the XS onwards and most newer Androids do). You travel a lot and want to swap between SIMs easily.

Physical SIM is great if

You've got an older phone, or you like having something you can pop in and out. You're planning to move your SIM into a different phone now and again.

Not sure if your phone supports eSIM?

Dial *#06# on your phone — if you see an "EID" number alongside your IMEI, you've got eSIM support. You can also check the manufacturer's website by searching "[your phone model] eSIM".

Picked the wrong one? No worries — just get in touch and we'll swap it for you.

Bringing your existing number over is straightforward and usually takes one working day.

Get your PAC code

Text the word PAC to 65075 from the phone you want to switch. Your current provider has to send you a PAC code within a minute — it's the law. You'll get a 9-character code that's valid for 30 days.

Give us your PAC

You can pop your PAC in when you place your order, or add it later through the online porting service or by contacting support. We'll handle the rest with your old provider.

What happens next

We'll give you a temporary Fibrely number to use straight away, so you're never without a phone. Your number will then port over on the date we agree — usually the next working day. On the day, there might be a brief gap (an hour or two at most) while the switch happens.

A few things worth knowing

Your old contract ends automatically when the port completes — you don't need to cancel separately. If you're still in contract elsewhere, early termination fees may apply, so check with them first.

We are sorry to hear that you want to leave! To cease a service with us, please contact a member of our team who will process your request or alternatively contact a new supplier who will manage this on your behalf.

If you are leaving whilst still within your minimum term, an early termination fee will be charged to you. You can read more about how early termination fees are calculated within our pricing guide.

All hardware supplied by Fibrely must be returned to avoid an additional charge.

Standalone products like Fibrely Protect or Fibrely Mobile must be cancelled separately and do not form part of your broadband service.

We understand that moving homes can happen and often be unplanned timing. There are a few routes that can be taken for Fibrely to help you with your transition:

1. Take your Fibrely Service with you – Speak with our team about novating your products to your new address. This will likely result in a recontract.

2. Take a new Fibrely Service – Similar to above but you opt for a different Fibrely product. We will waive any Early Termination Fee on your old product.

3. Part ways – In the unfortunate event that we have to part ways due to your home move, an Early Termination Fee will have to be paid.