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Frequently Asked Questions
GENERAL
This section covers general questions relating to the over all service provided by Ghost Broadband. Insight into our excellent and dedicated team, Ghost’s speeds, general contract questions, and payment methods.
ACCOUNT
This section contains more specific questions with regards to personal account information, updating user account details, general complaints about the service, activation fees, and product cancellation processes.
TECHNICAL
The technical section provides dedicated answers to performance-based and setup queries. Raising a line fault, configuring your Ghost router correctly, connection differences, including ping and traffic management.FAQs by Category
General QuestionsAbout Ghost Broadband
Should you wish to make a complaint, please contact us at accounts@ghostbroadband.co.uk or write to us at the following address:
Ghost Broadband
Unit 8, Foundry Court
Foundry Lane
Horsham
West Sussex
RH13 5PY
To cancel your Ghost Broadband, please email support@ghostbroadband.co.uk detailing your name, phone number on which the broadband is active on and your reason for cancellation. An operative will then be in touch shortly to confirm details and cancel the service.
Alternatively, please contact us by phone on 0203 301 9998 between 9am-5.30pm weekdays and we will be happy to help.
Please note – Cancelling broadband will cease the broadband service meaning you cannot transfer to another provider and have to start the process again, thereby suffering downtime.
You have a 14-day cooling off period from when your order was placed to cancel your order for services without penalty. To cancel your order during the cooling off period, please email support@ghostbroadband.co.uk detailing your name and phone number. An operative will then be in touch shortly to confirm details and cancel the service.
When you cancel, any free hardware provided to you needs to be returned by post, paid for at your own cost. If the hardware is not returned within 14 days of you cancelling your order, or the hardware is in less than adequate condition, you will be charged for the hardware in full.
In the case that the hardware has been paid for as part of your order and is not returned in adequate condition, you will be notified, and a refund for the hardware will not be issued.
Please see our Terms and Conditions for more information.
Activation fees are placed upon Ghost Broadband by the main networks for activation/installation and migration of all services. This cost effectively is for the network engineer to carry out the works on your line. We take a loss on these, however unfortunately we must pass on a lesser percentage when taking out a connection with Ghost Gamer Broadband.
In the event you have FTTC Fibre Ghost Gamer Broadband, you will not be able to transfer your broadband from one house to another. FTTC Fibre currently cannot be transferred between properties due to network contract terms for the technology. Be aware that should you move from your house before the end of the contract period you will be charged for the remaining contract term as a one-off fee.
If you have ADSL Ghost Broadband, we can move ADSL broadband to a new property if we have been notified of the new address with a minimum of 30-day notice. The existing contract will move to the new property with you!
**Activation fees will apply
Please contact us at accounts@ghostgb.co.uk detailing your account name, the phone number the Ghost Gamer Broadband is activated on, and a description of what you would like to change. An operative will respond to your request.
Alternatively, please contact us by phone on 0203 301 9998 between 9am-5.30pm weekdays and we will be happy to help.
Account QuestionsAbout Ghost Broadband
Should you wish to make a complaint, please contact us at accounts@ghostbroadband.co.uk or write to us at the following address:
Ghost Broadband
Unit 8, Foundry Court
Foundry Lane
Horsham
West Sussex
RH13 5PY
To cancel your Ghost Broadband, please email support@ghostbroadband.co.uk detailing your name, phone number on which the broadband is active on and your reason for cancellation. An operative will then be in touch shortly to confirm details and cancel the service.
Alternatively, please contact us by phone on 0203 301 9998 between 9am-5.30pm weekdays and we will be happy to help.
Please note – Cancelling broadband will cease the broadband service meaning you cannot transfer to another provider and have to start the process again, thereby suffering downtime.
You have a 14-day cooling off period from when your order was placed to cancel your order for services without penalty. To cancel your order during the cooling off period, please email support@ghostbroadband.co.uk detailing your name and phone number. An operative will then be in touch shortly to confirm details and cancel the service.
When you cancel, any free hardware provided to you needs to be returned by post, paid for at your own cost. If the hardware is not returned within 14 days of you cancelling your order, or the hardware is in less than adequate condition, you will be charged for the hardware in full.
In the case that the hardware has been paid for as part of your order and is not returned in adequate condition, you will be notified, and a refund for the hardware will not be issued.
Please see our Terms and Conditions for more information.
Activation fees are placed upon Ghost Broadband by the main networks for activation/installation and migration of all services. This cost effectively is for the network engineer to carry out the works on your line. We take a loss on these, however unfortunately we must pass on a lesser percentage when taking out a connection with Ghost Gamer Broadband.
In the event you have FTTC Fibre Ghost Gamer Broadband, you will not be able to transfer your broadband from one house to another. FTTC Fibre currently cannot be transferred between properties due to network contract terms for the technology. Be aware that should you move from your house before the end of the contract period you will be charged for the remaining contract term as a one-off fee.
If you have ADSL Ghost Broadband, we can move ADSL broadband to a new property if we have been notified of the new address with a minimum of 30-day notice. The existing contract will move to the new property with you!
**Activation fees will apply
Please contact us at accounts@ghostgb.co.uk detailing your account name, the phone number the Ghost Gamer Broadband is activated on, and a description of what you would like to change. An operative will respond to your request.
Alternatively, please contact us by phone on 0203 301 9998 between 9am-5.30pm weekdays and we will be happy to help.
Technical QuestionsAbout Ghost Broadband
Should you wish to make a complaint, please contact us at accounts@ghostbroadband.co.uk or write to us at the following address:
Ghost Broadband
Unit 8, Foundry Court
Foundry Lane
Horsham
West Sussex
RH13 5PY
To cancel your Ghost Broadband, please email support@ghostbroadband.co.uk detailing your name, phone number on which the broadband is active on and your reason for cancellation. An operative will then be in touch shortly to confirm details and cancel the service.
Alternatively, please contact us by phone on 0203 301 9998 between 9am-5.30pm weekdays and we will be happy to help.
Please note – Cancelling broadband will cease the broadband service meaning you cannot transfer to another provider and have to start the process again, thereby suffering downtime.
You have a 14-day cooling off period from when your order was placed to cancel your order for services without penalty. To cancel your order during the cooling off period, please email support@ghostbroadband.co.uk detailing your name and phone number. An operative will then be in touch shortly to confirm details and cancel the service.
When you cancel, any free hardware provided to you needs to be returned by post, paid for at your own cost. If the hardware is not returned within 14 days of you cancelling your order, or the hardware is in less than adequate condition, you will be charged for the hardware in full.
In the case that the hardware has been paid for as part of your order and is not returned in adequate condition, you will be notified, and a refund for the hardware will not be issued.
Please see our Terms and Conditions for more information.
Activation fees are placed upon Ghost Broadband by the main networks for activation/installation and migration of all services. This cost effectively is for the network engineer to carry out the works on your line. We take a loss on these, however unfortunately we must pass on a lesser percentage when taking out a connection with Ghost Gamer Broadband.
In the event you have FTTC Fibre Ghost Gamer Broadband, you will not be able to transfer your broadband from one house to another. FTTC Fibre currently cannot be transferred between properties due to network contract terms for the technology. Be aware that should you move from your house before the end of the contract period you will be charged for the remaining contract term as a one-off fee.
If you have ADSL Ghost Broadband, we can move ADSL broadband to a new property if we have been notified of the new address with a minimum of 30-day notice. The existing contract will move to the new property with you!
**Activation fees will apply
Please contact us at accounts@ghostgb.co.uk detailing your account name, the phone number the Ghost Gamer Broadband is activated on, and a description of what you would like to change. An operative will respond to your request.
Alternatively, please contact us by phone on 0203 301 9998 between 9am-5.30pm weekdays and we will be happy to help.
Use this form to submit a question which hasn’t been addressed within the Ghost FAQ section.
We shall endeavour to provide an answer as quickly as possible and add it to the appropriate section.
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Ghost Broadband
To you, it’s more than a game. To us, it’s more than a service. Being the best means hard work, dedication and focus. But in the beginning it’s all about building on the basics. Our rock-solid network is the perfect foundation for your success. So play like you mean it – with Ghost, you only need to worry about winning.