Help Centre

A broadband service delivered by Fibre to the Premises (FTTP) uses only fibre optic cables. It means that the entire connection between your premises and the internet uses new fibre optic technology and does not use the old copper telephone line at any point. FTTP is also known as ‘Pure Fibre’, or ‘Gigabit Internet’, because it supports truly ultrafast broadband speeds of up to 1 Gbit/s (which is 1000 Mbit/s). The infrastructure can support even higher speeds, so Trooli is confident that its network can meet the demands of the future too.

Trooli launched in 2018 and is the new identity for the full fibre FTTP services from Call Flow Solutions Limited. Call Flow has been building and operating telephone and broadband networks for over 16 years in Kent, Hampshire, East Sussex, and Berkshire, and is now rapidly expanding its full fibre networks to meet the need for fast and future-proofed broadband.

Trooli connects your premises to our fibre optic network. Unlike other providers, Trooli avoids those old copper wires from the green BT cabinet in your street, which were not designed for broadband. Your full fibre service brings the full broadband speed into your premises, with no signal degradation or slow-downs – even during peak times.

You will need to be in one of our network areas to order a service now. You can check if your postcode is covered, or due for completion soon, using our checker. Trooli is rapidly expanding its network so if your postcode is not yet listed, then please speak to our Sales team to find out when we might be covering your area. If you live very close to our coverage area we may be able to organise an extension of our network to provide a service.

If you are within our coverage area and order a service, a quick desktop survey will confirm that we are able to bring a new fibre optic cable from our nearest Fibre Distribution Point into your premises.

The Trooli services are delivered using brand new fibre optic cables that need to be built to each premises. Trooli is building these networks rapidly and announces its new areas here on this website as the areas go live.

If you meet the criteria, please contact us. We will confirm whether we can connect you to our fibre-to-the-premises (FTTP) network, and how much this installation will cost. If you decide to go with Trooli as your supplier, you simply order any of our full fibre products for business and we take care of the rest. We only accept orders in locations where we already have a fibre optic network, so you can be connected in no time at all!

Once you have checked on our website that Trooli is available at your property, you can place your order online or by contacting us on 0800 358 7680. Once your order is placed, we build a fibre optic cable to the outside of your property within 4 weeks.

Your new FTTP connection uses a new cable into your premises, so your Trooli service will be unaffected by your current provider. You can have Trooli installed, and then cancel with your current provider whenever it suits you.

If you take a Phone package from us, we will manage the transfer of services from your current provider to Trooli.

As your new FTTP internet connection is fed via a new cable (not over your telephone line), your Trooli service will be unaffected by your current provider. You can have Trooli installed, and then cancel with your current provider whenever it suits you, if the service is no longer needed. Trooli will not be able to do this for you. We recommend that you do not cancel any existing services until our broadband is live and you are happy with the service.

Your new fibre optic connection will be built in two stages: (1) External Installation; and (2) The Internal Installation. We provide a simple guide to the Trooli installation process in our Guides section.

If you’ve moved into a home with a Trooli box already installed to the outside of the property, then we can get your Trooli service activated in no time at all. Please contact our office to order your service, and we will confirm the next steps for you.

The external installation is completed by Trooli. We pull a cable through the existing lead-in duct or along the existing aerial route. This brings the fibre optic cable up to the outside of your premises (what we call the ‘External Demarcation Point’). It will usually be adjacent to the location that your current copper telephone cable enters your premises. We install a small box onto your external wall, and our fibre optic cable is connected into this box.

The box will look similar to the image below. The dimensions of the box are: Width: 125mm Height: 180mm Depth: 40mm.

In most cases you do not have to be present when we build the fibre to the outside of your premises. There are some situations where we need you to be present. For example, sometimes the existing lead-in duct terminates inside your premises instead of outside, which would require access to the inside of your premises to complete our work.

Occasionally, we will be unable to complete your installation because of a blockage in the duct that connects your premises to the main duct along the street. When this happens, we let you know, and we schedule the enabling works as soon as possible so that we can get your service installation back on track. Don’t worry about the cost of the works – your installation will not cost a penny more.

When you place your order, you will have selected the Trooli approved internal installation.

With a standard Trooli approved internal installation, the Trooli installation team will drill a hole through your external wall at a suitable entry point and connect a fibre optic cable from the box on the outside of your premises to your modem and router location inside the premises.

A standard installation is completed in accordance with the following rules:

• The point of entry is always determined by Trooli, however customer preferences will be considered.
• The location of the modem and router will be within the room in which the fibre enters the premises.
• Up to a maximum of 15m of internal fibre cabling will be provided to place the equipment in a suitable location within that room.
• The fibre cable will be tacked against walls and skirting boards; it may be on both inside and outside walls.

You can either book your own appointment online or call our office and ask to speak to the service activation team, who can book this appointment for you.

Yes. There are some limits to what our installation technicians can be asked to do. These are the main safety rules you need to be aware of before committing to an installation:

• Technicians are not permitted to work at any premises unless a person over the age of 18 years and authorised by the Account Holder is present.
• Technicians are not permitted to enter loft spaces or eaves cupboards unless they are correctly boarded and have a walk-in entrance and are not permitted to work in confined spaces.
• Technicians are not permitted to use your ladders, stepladders, access equipment or tools.
• Technicians are not permitted to lend their tools or equipment to you to complete parts of the job or any other work.
• Technicians cannot disturb or work in the vicinity of areas where they believe that asbestos is present.
• Technicians are not permitted to work above a height of 5m.
• Technicians are not permitted to access flat roofs or roof structures.
• Technicians cannot access underground structures, spaces or excavations or lift floor boards or drill through floors.
• Technicians are not permitted to move your furniture.
• Technicians are not able to perform specialist trenching or to install cables overhead.

A Trooli technician will visit your premises to connect the modem and router and commission your FTTP service. It is very important that the apparatus is handled correctly because any dust or dirt that enters the fibre strands can cause a loss of broadband speed. In addition, the equipment is costly, and we want to minimise the risk of our customers being liable for any accidental damage to the boxes.

You will not be able to use your new FTTP broadband until the commissioning is complete and the Trooli technician has activated your service, so please do not attempt to connect the boxes yourself!

The government offers vouchers worth up to £2,500 to help you connect to full fibre broadband. The vouchers can be used by small and medium sized businesses and the local communities surrounding them to contribute to the installation cost.

Businesses and homes that are currently unable to access a Gigabit broadband service. A gigabit service is one that is capable of supplying a download speed of 1,000 Mbit/s.

• • Businesses and sole traders: up to 250 employees and an annual turnover lower than 50m Euros. See the full eligibility criteria on the Government’s voucher scheme website.
  • Homes:Up to £500 is available per home if they form a group project to build a pure fibre network to their group of premises. The group must include at least one business. Find out how you can use your voucher with Trooli.

You most likely can. This is because the BT Infinity fibre services are not Gigabit-capable, as they still rely on the old copper phone line for the final connection into your premises.

It is simple. Most of the work is done by the supplier. Find out more in our voucher information here.

The process is very simple. The broadband supplier does most of the work for you. All you have to do is check whether you are eligible for a voucher at https://gigabitvoucher.culture.gov.uk.

You can also club together with nearby businesses and homes and pool your vouchers. By forming a group project, the supplier is more likely to be able to reach your premises within your budget. Find out more on our voucher page here.

No. The Trooli services come have truly unlimited data usage, and we do not believe in traffic control or restricting our online traffic. Please see our Fair and Acceptable Use Policy for more information.

Your Agreement with Trooli cannot be transferred to any other address or individual. You will need to take out a new Agreement if you want to transfer the account.

Yes of course! If you are outside your Minimum Term then we will ask you to renew your Agreement with us with a new Minimum Term. You will need to pay the new charges applicable to that package.

Your Minimum Term starts on the day your Trooli service is activated, and you can start using your Trooli internet connection.

Your contract, or ‘Agreement’ with Trooli starts on the day you order our service.

Yes. For a monthly fee, you can have one or more Trooli email addresses. Either add this to your basket when you order online or contact our Helpdesk to add this to an existing order or service.

Fixed IP addresses are available to our Business customers. A fixed, or ‘static’, IP address assigns a permanent identifying number to your connection that is unique to you. You will need a static IP address if you want to, for example:

• Run your own FTP server
• Run your own website or host your own website or domain name server
• Host online gaming sessions
• Connect to your computer from anywhere in the world via remote access.

Home broadband customers can have one variable IP address. If you require a static IP address or more than one IP address you will need to take a Business service with us.

We provide our customers with a modem and a router for the duration of the contract. Your equipment remains the property of Trooli for the duration of your Minimum Term and must be returned to us in case of service termination before this date. We do not provide handsets with our Phone packages.

If you are thinking of leaving Trooli would like to hear from you and understand if there is anything we can do to improve your experience. If you do decide to leave us, please use the email address associated with your account to contact customerservices@trooli.com stating your customer number, name and reason for leaving.

If you wish to leave before the end of your Minimum Term, then you will be charged early termination fees. In line with our Terms of Service, you must provide 30 days’ notice of any cancellation.

As your new FTTP internet connection is fed via a new cable (not over your telephone line), your Trooli service will be unaffected by your current provider. You can have Trooli installed, and then cancel with your current provider whenever it suits you, if the service is no longer needed. Trooli will not be able to do this for you. We recommend that you do not cancel any existing services until our broadband is live and you are happy with the service.

Trooli offers simple, guaranteed, exceptionally fast broadband speeds. We will supply the connection speed that you have purchased. We have designed our network so that all customers can get these speeds, regardless of how many premises are using the network at the same time. The large majority of our customers receive this full speed, measured in Mbit/s, at any time of the day, any day of the week. We guarantee to deliver this speed to your Service Demarcation Point within a 10% tolerance.

Your actual throughput is dependent on your devices, and some of your speed will be used for the normal internet overheads – these are the control and signalling data and protocols that are needed for operating your connection to the internet.

You can test your broadband speed by going to http://www.speedtest.net and click ‘Begin test’. You will see three results: Ping, Download and Upload. Once the results are displayed on your screen, please use the option to share your test result with us by clicking ‘share this result’.

Before you begin, please disconnect all the devices from LAN ports on the router, and your Wi-Fi connections to the router, and leave only one device which you will use during speed test. A desktop or laptop computer is the recommended device to use, but if it isn’t available, a mobile or tablet will be fine. Reboot the device you are using for the test.

Connect your test device to the Ethernet port on your router using the Ethernet cable that was supplied with your router. Open an Internet browser on your device and do not open any other application on your device during the speed test.

Note that your device may itself not be able to support the full speeds we are supplying! We have also noticed that certain antivirus and firewall software can impact the speeds you experience, as can the amount of free memory available on your computer.

If the speed you are seeing is below 90% of your advertised connection speed, is likely to be down to one of these two factors:

1. 1. Device compatibility. Older laptops and some devices may not be capable of supporting the download speed that is being delivered to your router. To test your device speed connect it directly to the router using the Ethernet cable and run a speed test. Alternatively, you can ask your device manufacturer about the maximum speed capability for your particular device. We recommend you run a comparison test with additional devices.
   2. Your Wi-Fi signal. The only way of guaranteeing the full potential broadband speed to is to use a wired connection between your router and the device. Any device that is connected using the Wi-Fi signal from your router is affected by distance, and by physical obstacles between the device and router, and by interference from other devices in the vicinity – such as cordless phones, baby monitors and wireless AV equipment.

Using a wireless Wi-Fi connection, you should be able to achieve between 30 Mbit/s and 80 Mbit/s on a 2.4GHz band, and between 200 Mbit/s and 400Mbit/s on a 5GHz band.

A wired connection uses an Ethernet cable between your Trooli router and your device. A Wi-Fi connection uses a wireless signal between your device and the Trooli router. We always recommend a wired connection because it will ensure you get the highest speed performance from your connection. Wireless signals, on the other hand, are affected by distance and by interference from other devices in the vicinity – such as cordless phones, baby monitors and wireless AV equipment (even in neighbouring properties).

You should test your speed by connecting a device to your router with an Ethernet cable, such as the one supplied with the Trooli router. All other wired, ‘extender’ and wireless devices must be disconnected at the time of testing.

If you need assistance with this, or if the problems persist after testing with the wired connection, then please call the Trooli helpdesk on 0800 358 7680.

Trooli will request that further testing is undertaken after the router has been reset to the configuration with which it was supplied. All such testing is designed to identify which side of the service demarcation point the issue lies i.e. the Customer side or Trooli side.

In order to optimise your Wi-Fi performance, you can use one of the integrated apps on your iMac or MacBook called ‘Wi-Fi Diagnostics’ to identify the best channel for you to use on your router.  The app allows you to perform a Wi-Fi scan that shows all the channels available and allows you to identify a channel that is not currently in use, or one that is less congested. You can then configure your router, to optimise the performance of your Wi-Fi.

For further support with your Apple devices, including how to further optimise your speed, please visit www.apple.co.uk.

For home broadband, Trooli supplies a Technicolor DGA4130 router.

For business broadband, Trooli supplies a Billion 8900AX-2400. Home broadband customers can pay for an upgrade to this router too.

We want you to experience the best possible connection quality for devices from your broadband service and we regularly test our wireless routers against other routers on the market. Trooli only selects equipment that has comparable performance to the most popular routers but does not guarantee the performance is greater or equal to all routers on the market.

With a Trooli home broadband service you are not able to connect your own router to the Trooli network.

If you have a Trooli business service and you have also taken our Bridging Service option, you may use third party routing equipment behind a Trooli-supplied Cisco bridge (modem). Non-Trooli equipment connected to the network is not supported by Trooli and we can’t assist with any technical issues that you experience with third party equipment.

A wired connection uses an Ethernet cable between your Trooli router and your device. A Wi-Fi connection uses a wireless signal between your device and the Trooli router. We always recommend a wired connection because it will ensure you get the highest speed performance from your connection. Wireless signals, on the other hand, are affected by distance and by interference from other devices in the vicinity – such as cordless phones, baby monitors and wireless AV equipment (even in neighbouring properties).

A Trooli technician will visit your premises to connect the modem and router and commission your FTTP service. It is very important that the apparatus is handled correctly because any dust or dirt that enters the fibre strands can cause a loss of broadband speed. In addition, the equipment is costly, and we want to minimise the risk of our customers being liable for any accidental damage to the boxes.

You will not be able to use your new FTTP broadband until the commissioning is complete and the Trooli technician has activated your service, so please do not attempt to connect the boxes yourself!

Using a wireless Wi-Fi connection, you should be able to achieve between 30 Mbit/s and 80 Mbit/s on a 2.4GHz band, and between 200 Mbit/s and 400Mbit/s on a 5GHz band.

A wired connection uses an Ethernet cable between your Trooli router and your device. A Wi-Fi connection uses a wireless signal between your device and the Trooli router. We always recommend a wired connection because it will ensure you get the highest speed performance from your connection. Wireless signals, on the other hand, are affected by distance and by interference from other devices in the vicinity – such as cordless phones, baby monitors and wireless AV equipment (even in neighbouring properties).

You should test your speed by connecting a device to your router with an Ethernet cable, such as the one supplied with the Trooli router. All other wired, ‘extender’ and wireless devices must be disconnected at the time of testing.

If you need assistance with this, or if the problems persist after testing with the wired connection, then please call the Trooli helpdesk on 0800 358 7680.

Trooli will request that further testing is undertaken after the router has been reset to the configuration with which it was supplied. All such testing is designed to identify which side of the service demarcation point the issue lies i.e. the Customer side or Trooli side.

You first need to check whether all of your devices have poor Wi-Fi signal. If you find that this is the case, even when close to the Trooli router, the router may be faulty. Please contact our Helpdesk for assistance.

Your wireless signal may be poor due to distance between the router and user device, and due to countless environmental factors. Radio waves can be blocked by walls and floors. Other wireless devices can interfere with the signal, including the likes of microwaves and cordless phones, as well as nearby routers using the same wireless channel. The age of devices can also have an effect on your speeds. Even the atmosphere can affect the quality of your wireless connection.

You can extend coverage using a variety of devices such as ‘powerline’ and ‘wi-fi extenders’. You can try the following steps:

• Find the best position for your router. Your wireless signal will be strongest when your device has a clear line of sight.
• Adjust the Wi-Fi channel: Check that your router is connected to a wireless channel that is not congested with other signals. When other devices use the same channel, it can influence the quality of your connections. We have a handy guide on how to change your wireless channel.

For the fastest possible speeds, we always recommend a wired connection using an Ethernet cable between the Trooli router and your device. The best way to ensure you get the most from your Trooli connection is to run Ethernet cables from your router to the rooms in your house where you need to improve the connection speeds. A fixed Ethernet connection delivers fast, stable and consistent speeds. A cabling expert can advise on how to achieve this within your premises.

In order to optimise your Wi-Fi performance, you can use one of the integrated apps on your iMac or MacBook called ‘Wi-Fi Diagnostics’ to identify the best channel for you to use on your router.  The app allows you to perform a Wi-Fi scan that shows all the channels available and allows you to identify a channel that is not currently in use, or one that is less congested. You can then configure your router, to optimise the performance of your Wi-Fi.

For further support with your Apple devices, including how to further optimise your speed, please visit www.apple.co.uk.

Wi-Fi calling is a service found on many mobile devices, which allows you to make and receive phone calls over your broadband connection, rather than using the mobile phone network. Wi-Fi calling is usually free to use and simple to set up. To find out if your phone supports Wi-Fi calling simply check with your mobile provider.

Invoices are sent out at the beginning of the month and your direct debit is taken 10 working days from the date of the invoice. Services are paid for in advance.

When you order our service, you provide your direct debit details. Direct debit details include your account number and sort code.

Your billing period will start on your service activation date. Payments are taken monthly in advance, and any calls are charged in arrears. Invoices are sent at the start of each month, so your initial bill may be pro-rated to bring you in line with our billing cycle. Direct Debit payments are taken ten working days after the invoice date, which falls on or around the 20th of each month.

Please review our Terms of Service for further explanation on your payment timing.

Trooli charges for broadband in advance, and for chargeable calls (if you have also have your phone line with us) in arrears.

Your first invoice will be higher than future invoices, as you will be entering the invoicing cycle part-way through. Additionally, your first invoice may contain an activation fee, an installation fee, and call charges up to the invoice issue date.

No. Payments are due 10 working days from your invoice date. The direct debit is taken on or around the 20^th of each month.

You can change your Direct Debit details by contacting our Customer Support team.

Trooli does not yet offer online accounts but will be introducing this soon. We will email you each month with your latest bill.

Yes, the prices for Trooli home services shown on our website during the order process are inclusive of VAT.

After terminating your service, you will receive a final invoice at the start of the following month. The charges will depend on your package and the date of termination.

If you wish to leave before the Minimum Term of your Agreement with Trooli, early termination fees will apply, plus any outstanding service charges. In line with our Terms of Service, you are required to provide 30 days’ notice of any cancellation.

If you opt to switch off your traditional telephony services you can instead use a service that provides telephony over the internet, such as a VoIP service like Skype. There are many suppliers of VoIP services, many of which are free of charge.

Wi-Fi calling is a way of making calls over the internet from your mobile device while you are within range of your Trooli wireless router and is usually free of charge. Please contact your mobile provider for information on their Wi-Fi calling service.

Voice over IP (VoIP) uses your broadband connection to make phone calls instead of your traditional telephone landline. There are numerous suppliers of VoIP, who can link your existing phone equipment with your broadband connection. Most VoIP services are cheaper than traditional telephony because you are only charged for your monthly call package, and do not need to pay the line rental.

If the Trooli broadband service is interrupted, you will not be able to make internet phone calls.

It is also very important to understand that internet voice services rely on a power supply. The service will not continue to work indefinitely if there is a power outage. If you are using telephony over your Trooli broadband connection and the power outage is within the Trooli network, you will usually be able to make and receive calls using the voice port for at least one hour. After this, you won’t be able to make or receive calls until Trooli has restored the power. If there is a power outage within your premises you will not be able to make and receive calls until your energy provider has restored power to your premises, unless you implement your own temporary power arrangements.

If you do not have a traditional telephony service that uses your copper phone line, calls to the emergency services numbers 999/112 will fail if there’s a power cut or if your Trooli broadband Service fails. You must explain this to anyone who may use your internet telephony service. You should always have another way to call 999/112 emergency services (whether by using the existing copper wire phone line to your premises or another alternative).

No, you do not need to keep your traditional copper phone line, and there are alternative ways of making phone calls over your internet connection instead. The benefits of cancelling your line rental is that you will save £17 per month on line rental.
Many people are finding that they use their traditional landline less and less. However, before you decide to take the plunge and cut off your copper line, it is very important to understand that you may not be able to make phone calls over the Trooli broadband network in the event of a power outage or network fault, including calls to the emergency services. You must explain this to anyone who may use your internet telephony service. You should always have another way to call 999/112 emergency services (whether by using a mobile network or another alternative).

Yes, of course you can. Contact us on sales@trooli.com quoting your account number and the number you would like to transfer. The transfer will take up to 10 working days.

Whenever possible we’ll try and keep your current phone number. However, in some cases we can’t transfer numbers, for example if your new address is connected to a different exchange to your old address. If you can’t keep your telephone number, we’ll let you know before you switch to us.

If you opt to switch off your traditional telephony services you can instead use a service that provides telephony over the internet, such as a VoIP service like Skype. There are many suppliers of VoIP services, many of which are free of charge.

Wi-Fi calling is a way of making calls over the internet from your mobile device while you are within range of your Trooli wireless router and is usually free of charge. Please contact your mobile provider for information on their Wi-Fi calling service.

Wi-Fi calling is a service found on many mobile devices, which allows you to make and receive phone calls over your broadband connection, rather than using the mobile phone network. Wi-Fi calling is usually free to use and simple to set up. To find out if your phone supports Wi-Fi calling simply check with your mobile provider.

If the Trooli broadband service is interrupted, you will not be able to make internet phone calls.

It is also very important to understand that internet voice services rely on a power supply. The service will not continue to work indefinitely if there is a power outage. If you are using telephony over your Trooli broadband connection and the power outage is within the Trooli network, you will usually be able to make and receive calls using the voice port for at least one hour. After this, you won’t be able to make or receive calls until Trooli has restored the power. If there is a power outage within your premises you will not be able to make and receive calls until your energy provider has restored power to your premises, unless you implement your own temporary power arrangements.

If you do not have a traditional telephony service that uses your copper phone line, calls to the emergency services numbers 999/112 will fail if there’s a power cut or if your Trooli broadband Service fails. You must explain this to anyone who may use your internet telephony service. You should always have another way to call 999/112 emergency services (whether by using the existing copper wire phone line to your premises or another alternative).

If you are experiencing problems with your broadband service or telephone line, you will need to report the fault to our Helpdesk department. If you are unable to get online at all, you can call 0800 358 7680. Otherwise, you can also report faults via Live Chat on our website, or by completing a contact form on our website, or by emailing support@trooli.com.

If an engineer visit discovers a fault on the customer side of the Trooli Service Demarcation Point, then you will need to pay for the engineer visit. The Trooli Helpdesk will endeavour to identify the cause of the issue over the phone, email, or live chat, and only use engineer visits as a final resort.

The Trooli Service Demarcation Point is the router supplied by Trooli, with the router connected to the external fibre (the Installation Demarcation Point), which is usually on the wall external to the property, using a Trooli fibre patch lead. The ‘outside to inside’ fibre from this point remains your responsibility if you had an independent install. With a Trooli-Approved installation there is a 12 month warranty on the ‘outside to inside’ fibre, subject to our Terms of Service.

If Trooli is available at your new premises you can take out a new Agreement with Trooli. You will need to go through the installation process again if your new home does not already have the service installed to the property.

If you move to a new home during the Minimum Term. Please let us know at least 30 days in advance of your moving date, and we will terminate the services on the moving date. You will be subject to Early Termination Charges for the Agreement to supply Services at your old address.

If you move to a new house outside the Minimum Term. Please let us know at least 30 days in advance of your moving date, and we will terminate the services on the moving date.

You will need to find an alternative broadband supplier if Trooli is not available at your new home.

If you move to a new home please let us know at least 30 days in advance of your moving date, and we will terminate the services at your old address on the moving date.

If you move during the Minimum Term. You will be subject to Early Termination Charges for the Agreement to supply Services at your old address.

If you’ve moved into a home with a Trooli box already installed to the outside of the property, then we can get your Trooli service activated in no time at all. Please contact our office to order your service, and we will confirm the next steps for you.