How do I pay my bill?
Bill payments are generally collected via Direct Debit. If you don’t have an active Direct Debit you can log into your WightFibre account to update the details here.
If you need to make a payment for a missed bill you may have received a payment link via email or SMS – follow this link to make payment.
How do I restart my broadband equipment?
If you’re having connection problems, restarting your equipment is a good first step.
Switch off your router and FibreTwist and wait around 30 seconds.
Turn them back on and give them up to 10 minutes to reconnect fully before testing your internet again.
If you have Plume pods or extenders, give them time to reconnect as well.
How do I run a speed test?
You can run a speedtest to check the speed your network is receiving within the Plume Home App.
For the most accurate result on a single device navigate to https://www.isleofwightspeedtest.com/ and start the test.
Speeds over Wi-Fi are usually lower than over a cable.
How do I view my bill?
Log in to My WightFibre at https://my.wightfibre.com/ and select Billing.
You can view and download your bills from there.
I’m moving home, can I take my service with me?
If you’re moving home, let our Sales team know as early as you can.
We’ll check whether WightFibre is available at your new address and what we need to do to move your service.
When you contact us, have your new address and preferred moving date ready if you can.
What are your opening hours?
Our Customer Service and Sales team are available Monday – Friday 8am to 8pm, Saturday 9am to 6pm, Sunday 10am – 6pm and Bank Holiday’s 10am – 6pm.
What happens on installation day?
Before your installation takes place, you may find it useful to watch our What to Expect From Your Installation video, which explains the installation process and what you can expect on the day.
The engineer installs the connection and equipment needed for your WightFibre service. The cable route and equipment positions are agreed with you.
Installation can involve equipment inside and outside the property. Before the visit, clear access to likely work areas and tell the team about access restrictions or permissions.
Check your booking information for the appointment window. The amount of work depends on the property, so a typical installation time is not a guaranteed completion time.
If you rely on a phone-connected alarm or care device, speak to its provider and WightFibre before the service changes.
Where can I find my Wi-Fi name and password?
Your Wi-Fi name and password are available in the Plume Home App.
How do I change my Wi-Fi name or password?
When using the WightFibre equipment, you can use the Plume Home app to manage your Wi-Fi name and password.
What to do
- Open the Plume Home app and log-in using your email address. Select the network name to edit the information.
- Choose a strong password, save the change, then reconnect devices using the new details.
Changing Wi-Fi details will disconnect all wirelessly connected devices using the old credentials.
How do I set up or change a Direct Debit?
If you need to setup of change your direct debit details, or collection date, please log into the WightFibre Customer Portal and navigate to the Billing page.
Can I choose where my router goes?
If an engineer is installing equipment inside your home, tell them where you’d prefer your equipment to be located before the work starts.
They’ll be able to discuss what’s possible based on your property and the installation required.
It’s worth thinking about Wi-Fi coverage too. An open position can help your Wi-Fi reach more of your home.
