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Frequently Asked Questions

Rocket Fibre's Comprehensive Guide to Seamless Connectivity

Broadband FAQs

No, If you have an existing router that was working with your connection then this will be ok to use however if you are installing a new connection you will need to purchase a compatible router.

If everything is ready, then we can do this next day where order is places before 2pm.

Recommend ASAP as can have ready for moving in. When placing your order state your moving in date and we will try our best to get your line activated on the same date.

No, but you will receive a leaflet with your router that shows you how to set up your new router.

Our contract lengths range from 3 months to 36 months, and for contracts of 12 months or more, we offer a complimentary router.

Yes, we can provision a phone line with any broadband products. 

Yes, you can have multiple phone numbers for each of our broadband products.

Migration from an existing provider will cost £12 Inc VAT.

Yes, we will be able to assist you with supplying a basic or advanced router. Please speak to customer services before placing your order.

As we use CGNat you may find you need a static IP address. Static IP addresses can be purchased during the ordering process and will cost £5 pm per IP address that is required.

Yes, please contact our customers services to speak about upgrading your connection.

Once your order has been placed the following steps will happen;
1. Order Received by Rocket Fibre.
2. Portal Access Granted.
3. New Install / Migration request placed with provider.
4. Activation date given to customer
5. You are now live.

VPN FAQs

A VPN (Virtual Private Network) creates a secure, encrypted tunnel for your internet connection, keeping your online activity private, secure, and unrestricted. It also enhances your streaming, gaming, and browsing experience.

Stay Private Online – A VPN hides your IP address, preventing websites, advertisers, and ISPs from tracking your activity.

Protect Yourself on Public Wi-Fi – Secure your data from hackers when using public networks at cafés, airports, or hotels.

Avoid Price Discrimination – Get better deals on flights, hotels, and online purchases by accessing region-specific pricing.

Work & Travel Without Limits – Securely access company services and files from anywhere in the world.

A VPN ensures privacy, security, and freedom—wherever you go online.

Just subscribe through your service provider. Download the app, log in with your registered email and password—and you’re ready to go!

VPN works on a wide range of devices. You can use it on Android and iOS smartphones, Firestick, Android TV, as well as Windows and Mac computers. Whether you’re at home or on the go, you’re covered.
Yes, absolutely! You can download the VPN app on as many devices as you like. With one subscription, you can connect up-to 8 devices at the same time, giving you flexible and seamless protection across all your gadgets. Behind the scenes, VPN uses a smart system that manages these connections smoothly—so you stay protected without any hassle

When you log in to VPN for the first time, that device becomes the main (or Master) device.
Follow the steps on your App and manage the devices –
• Go to Settings
• Profile
• Logged Devices
Here, you can:
• See all the devices currently connected (up to 8 at the same time)
• Remove any device you no longer want connected
• Remove the main device as master and choose another connected device to take over as the new Master. It’s an easy way to stay in control of your VPN connections.

If the Master device is lost or deleted, you can simply pick one of the other connected devices to take over as the new Master. If you need help, contact your service provider support team.
Yes. You can switch between WireGuard and Shadowsocks, depending on whether you need faster speeds or stronger security.
WireGuard is a modern VPN protocol known for its speed, simplicity, and strong security. It connects faster than older protocols like OpenVPN and helps maintain a stable, encrypted connection.
Shadowsocks is a lightweight proxy protocol ideal for bypassing censorship or accessing restricted content. It’s useful when traditional VPN protocols are blocked.
A Kill Switch cuts off your internet if the VPN connection unexpectedly drops, preventing your real IP from leaking.
Split tunneling lets you choose which apps or websites use the VPN and which use your regular internet. For example, stream local content through your normal connection while keeping banking apps on the VPN.
Currently, the Kill Switch is available on Android. Support for iOS and Windows is under development.
Yes, a VPN allows you to bypass regional restrictions and securely access content worldwide.
Yes. High-speed servers are optimised to deliver buffer-free streaming and low-latency gaming connections.
VPN apps usually connect you to the fastest server automatically, but you can manually select one for specific regions.
Yes, but Netflix actively detects VPNs, so success may vary depending on their detection methods.

Encryption may cause a slight drop in speed, but it’s usually minimal. Tips to improve performance:

Switch to a closer server

Change protocols (WireGuard/Shadowsocks)

Close background apps

Restart your device or router

Privacy and Security

Most use industry-standard encryption like AES-256, trusted worldwide to secure your data.
No. Reputable VPNs follow a strict no-logs policy, ensuring your online activity is never tracked or stored.
Only minimal data needed for service delivery is collected, handled in line with strict privacy policies. VPN Troubleshooting Set Up and Access Issues
Check the FAQ and troubleshooting guides. If issues persist, contact your service provider.

Download the app (Google Play Store, App Store, or official website).

Log in using your service provider credentials.

Select a server location and connect.

Switch servers

Check your internet connection

Update the app to the latest version

Ensure no firewall or app is blocking the VPN

You may have reached the device limit (8). Remove a device via Settings > Profile > Logged Devices.

Your subscription may have expired—check with your provider.

Log in to the app

Go to Settings > Profile > Edit Profile

Set a new password

Feature Use & Performance

Switch servers

Change protocol

Close background apps

Restart your device/router

Connect to the nearest server

Use a wired connection instead of Wi-Fi

Close apps using excess bandwidth

Switch between WireGuard and Shadowsocks

Go to Settings > VPN Settings > VPN Protocol Select WireGuard or Shadowsocks
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Rocket Fibre delivers ultra-fast, reliable internet with top-tier service, ensuring seamless streaming, low-latency gaming, and unbeatable digital connectivity. Whether for work or play, we keep you connected at the speed of light.

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