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Most Popular FAQs

How do I join GIBFIBRE?

Joining GIBFIBRE is Easy. These simple steps will see you on your way.

  1. Choose your plan. We offer four packages, the Family+ is the premier package that will let you enjoy all our services (TV, Internet and Phone) with everyone in the home.
  2. Place an order: fill in the form, or pop into our shop at Waterport Place.
  3. We install: someone will call you and arrange a date/time that suits you

Are you moving home?

Can I carry on with GIBFIBRE?
The GIBFIBRE service is available all-around Gibraltar and the chances are we will be able to reconnect you at your new address with the same router. Call us on +350 225 00000 or pop into our Water Port shop to let us know your new address, we will schedule an install so are up and running in no time.

I’m leaving Gibraltar, what should I do?
If you’re moving away, don’t forget to let us know.We’ll be very sad to see you go, but hopefully we will soon see you again. Call us on +350 225 00000 or pop into our Water Port shop to let us know and please return your router to us.

Do I have to re-cable my home?

The answer is simply NO! We always try to use your existing coaxal cable to deliver the TV signal across your home. There is also no need to purchase extra equipment to enjoy your favourite programs on all the TV’s at home.

Can I keep my telephone number?

Yes, you can keep your existing home number when you open an account with GIBFIBRE. Customers will need to provide our GIBFIBRE customer services team with a Bill from their current provider and a legal form of ID. Once this information has been submitted, we will request the number to be transferred to us via a third-party system called PortingXS. This process can take up to 7 days.

Once the process has been completed, you will be able to connect your phone to the GibFibre router via “phone1” and enjoy calling your GIBFIBRE friends for FREE and benefit from our low international call rates. Should your phone cable not be compatible we will provide you with a cable adapter free of charge.

Connecting your phone

If you have subscribed to GIBFIBRE’s service, getting your phone connected is easy.

Almost all handsets work with our service. The phone port on the router will be active, which means all you need to do is plug your handset in using an RJ11 phone cable (these come with most handsets, if not we will give you an adaptor).

Do I need to pay extra depending on the number of TVs I have?

No, we connect the router to your existing coaxial network so that you can get the channels and all your TVs at home. With this configuration no extra network cables will be required.

When will I get my first bill?

Your billing period will start on the day your service is activated. You will also receive your bill on this day.Your first bill will include the month’s service you will consume. Please pay as promptly as possible and avoid an unnecessary disconnection.

How can I pay my GIBFIBRE bill?

There are multiple ways to make payment for your internet/TV services, we offer the ability to pay via our GIBFIBRE offices, Automatic monthly payments and via the Online Portal CLICK HERE

I'm having problems with the TV Channels

If you and problems with your TV channels we always recommend that you do a full scan of all channel frequencies and you retune your TV. To do this, we suggest you read the manufacturer’s instruction manual or website as each TV manufacturer has different menus.

There are many guides that help with this, click on one of the links below for more help:
Samsung
LG

Why is the TV program in another language?

Don’t miss out on your favourite novelas if you don’t speak Turkish. TV’s sometimes pick up the original language of the program making it impossible to understand. There a few steps to take:

If you want to change channels Language, follow the below steps.

  1. Press the MENU button on the remote control.
  2. The main menu appears on the screen. Press the ▲ or ▼ button to select the SETUP mode.
  3. Then press the ENTER button to access the SETUP mode.
  4. Press the ▲ or ▼ button to select the Language.

I am suffering WI-FI issues, what can I do?

Wireless speeds are affected by distance from router (and any walls in between) and by interference from other devices nearby – such as other routers, microwaves, wireless game controllers, baby monitors, wireless AV equipment and even your neighbour’s wifi signal.

The simplest way to avoid most of them is by connecting to your router via a wire – you’ll always get faster and more stable speeds this way.

However, If you’re experiencing poor wireless performance, try re-booting your router (i.e. switch it ‘off’ and then ‘on’ again) – this will automatically detect the best available Wi-Fi radio channel, If performance doesn’t improve following a router re-boot, you may need to consider other factors regarding your home network – there are many variables outside of our control such as the signal penetrating the walls or interference from other WI-FI networks.

Network performance when using Wi-Fi is generally slower than when using a cable connection – wireless connections are subject to interference from other devices or neighbours also using Wi-Fi’s limited number of radio channels.

Performance can also be degraded by the number of users connecting at that time, other electronic/electrical appliances, walls, etc. Please consider these factors when performing your analysis and consider upgrading to our Ultimate package should you require more bandwidth.

You may want to consider purchasing WI-FI extenders and having them professionally installed.

How do I log into my GIBFIBRE router?

You can view or change some of your router settings using a web browser (e.g. Internet Explorer, Google Chrome, Firefox or Safari) by entering its IP address where you might normally enter a website’s URL/Address Bar – you will subsequently be prompted for a username and password (defaults detailed below).
IP: 192.168.1.1
Username: gibfibrespeed
Password: gibfibrespeed

Please beware that changing settings can cause issues, if you are unsure then please contact our support staff for help.

For assistance please contact our customer services team who will be able to guide you through the process.

How do I open my NAT TYPE 1 connection for my gaming console?

Please contact our Customer Service team on +350 225 00000 who will be able to configure a port on your router to be in transparent mode. This will allow you to connect your gaming device to this port and establish a direct internet connection.

My internet connection is slow, what can I do?

Network performance when using Wi-Fi is generally slower than when using a cable connection, for optimal network performance please connect directly to your router using a LAN cable. Performance can also be degraded by the number of users connecting at that time and other electronic/electrical appliances, walls, within your house. Additionally, interference from overlapping WIFI installations can also contribute to service degradation.

Other factors such as time of day and services accessed will need to be considered. For example, Netflix or a website may have a surge in customers accessing their services and this will result in a poor user experience for the user as Netflix may not have sufficient bandwidth to cater for the new demand.

Due to these factors GIBFIBRE is unable to guarantee your contracted bandwidth. So please consider these factors when performing your analysis.

You may wish to consider upgrading your home broadband package that you are subscribed to.
This will allow all of you to enjoy Gaming, Netflix, iPad, computers, phones, Alexa, Spotify, Tik-Tok, Youtube… all at once!

What are our opening times?

Customer Services

GIBFIBRE Shop
‍Unit 5,
Waterport Terraces,
North Mole Road,
Gibraltar,
GX111AA

Monday – Friday 09:00 – 17:00
(Summer Hours) 08:00 – 16:00
Technical Support

Monday – Friday 08:00 – 22:00
Saturday – Sunday 10:00 – 22:00

Speed test:"I feel the need,, the need for speed!"

Would you like to find out what broadband speeds you’re really getting?

Before you test your speed, be sure to connect to your router via a wire and close any background apps
(email, Tixati/any download manager, and Spotify for example).

Then simply CLICK HERE

Getting on the GIBFIBRE Wi-Fi

Connecting all the home devices to the GIBFIBRE router could not be simpler.

  1. First things first, pick your device (phone, laptop, tablet, whatever you like) and head to settings.
  2. Select your network (SSID/wifi name – you can find this on the back of your GIBFIBRE router) and enter your password (also on the back of your router)

Our signal name always starts with GFS, enter the password and hey presto! – welcome to wifi.

Why do I see two wifi usernames? Which band should I be using? (2.4Ghz or 5Ghz?)
Our dual-band GibFibre routers offer 2 wireless frequencies, 2.4 Ghz and 5 Ghz. You will see a separate wifi network (SSID) for each band when you view available networks on your device. Log into both frequencies and then choose the one that suits you best.

5 Ghz will generally have less interference, and it is likely that 5 Ghz will offer the fastest wifi speeds if you are in close range of the GibFibre router and there are no walls or barriers in the way, whilst 2.4 Ghz may be better if you are more than a few metres away from the GibFibre router.

If I am having a problem, how do I contact GIBFIBRE?

Our Technical Support team are available Monday to Friday 08:00 – 22:00 and Saturday to Sunday 10:00 – 22:00 on live chat and email on support@gibfibre.com

Our Customer Services team are available from Monday to Friday from 09:00 – 17:00 on live chat and email on home@gibfibre.com

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Everyday: 8:00 – 22:00

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