Help centre

Enter your postcode in the availability checker on our home page. If we can't reach your address yet, we'll tell you plainly rather than leaving you guessing.

Shared buildings often need permission from a landlord, freeholder or managing agent before fibre can be brought inside, and that work is often skipped. Our flats and apartments page explains how we approach those buildings.

Residents will not usually need to be home for the initial survey, although access to locked communal areas, plant rooms, risers or service cupboards may need to be arranged.

No. Registering interest tells us you may be interested. It is not a contract and you can say no at any point.

Yes. Residential package prices shown on this website include VAT.

No. The monthly price we agree with you is fixed for your 24-month minimum term, including against inflation.

Installation is £0 on packages delivered over Luma's own network. Some addresses are served over another company's network, and that operator may charge for installation — if that applies to you, we tell you the amount before you commit.

On Luma's own full fibre network, yes — the advertised upload speed matches the advertised download speed. Some addresses are served over another company's network, where the upload speed may be lower, so we confirm the download and upload speeds expected at your address before you order. Speeds inside your home over Wi-Fi are usually lower than the speed delivered to the property.

Our package information page covers contract length, installation, equipment, speeds and support arrangements.

Use the Package Finder. It asks a few questions about your home and suggests a package based on your answers. You can change your answers at any time.

An engineer brings the fibre to your home, fits the equipment inside and checks that the connection is working before leaving. We agree the date and time slot with you beforehand.

An Amazon eero router comes with your residential package, supplied on loan for as long as you take the service. Mesh equipment is not included; anything you buy separately is yours to keep. Care and return requirements are covered in our package information.

We set your Wi-Fi up around the size and layout of your home. Mesh equipment is not included with any package, but it can be purchased separately if extra coverage is needed. Actual Wi-Fi performance depends on property size and construction, router location, the number of connected devices, local interference, your own equipment and the package you choose.

You upload a bill or enter your details manually, we review the package, price and speed, a comparison is prepared, and it is sent to you using the contact method you chose. You can start on the bill comparison page.

Only the sections showing your provider, package, monthly price and advertised speed. Please cover or remove bank details, payment information and account numbers before uploading.

An artificial intelligence (AI) service reads the document and fills in the details, which are shown back to you so you can check and correct them. The comparison on screen is produced automatically; a member of our team reviews your request once you send it to us. Our Privacy notice explains retention and deletion.

Bundled bills need manual review, because comparing a bundled price with a broadband-only price isn't a fair comparison. We'll separate out the broadband element before preparing your comparison.

It's the monthly price divided by the advertised package speed, which makes two deals easier to compare. It uses the advertised speed shown on the information provided — it isn't a speed test and doesn't guarantee the speed experienced at a particular property.

Contact our support team and we'll talk through the options available on your connection and confirm anything that changes on your bill.

Let us know as early as you can. We'll check whether we can serve your new address and explain what that means for your existing agreement.

Contact us and tell us what happened and what outcome you'd like. Our complaints policy explains how we handle it.

Our UK-based team is available Monday to Friday, 8am–6pm, excluding bank holidays. Network monitoring runs 24 hours a day.

We aim to reply to email enquiries within one working day. Full detail is on our Contact page.

Please tell us what you were trying to do and what got in the way. Our accessibility information explains our approach.