Frequently asked questions
Straight answers to what we hear most often.
What is OFNL?
OFNL builds ultrafast full-fibre networks for new homes and developments across the UK. Rather than selling broadband directly, OFNL makes its network available to different internet providers, giving homeowners a choice of who they get their broadband from.
Do I need to contact OFNL directly for anything?
No. Even if an issue turns out to be on the physical network, you only ever need to contact Merula. We handle any liaison with OFNL on your behalf.
Is OFNL's network available everywhere in the UK?
Coverage is expanding but not yet nationwide. Use our postcode checker to confirm live availability and package options at your specific address.
Is Merula the same company as OFNL?
No. OFNL builds and maintains the physical full fibre network. Merula is the service provider — we manage your account, billing, pricing, and support. Your day-to-day relationship is entirely with Merula.
What happens if there's a fault on the network?
Contact Merula support directly. We’ll diagnose the issue and, if it’s network-related, liaise with OFNL to get it resolved — you won’t need to chase two different companies.
Will my price ever go up during my contract?
Only if you’re on a rolling, out-of-contract plan, and only in line with OFNL’s own pricing changes — never at a markup. On a fixed term, your price is locked for the full duration.
How do I check if there's an outage in my area?
Visit our live Service Status page, which covers Broadband, Cloud, Voice, and Leased Lines, so you can check instantly rather than waiting on hold.
How do I sign up for Merula broadband?
Choose your preferred broadband package on the Merula website, select your contract term and complete the online order. Once your order is submitted, Merula will guide you through the next steps.
How do I move my Merula broadband service to a new home?
To move your broadband service, complete the move home form and email the completed form to service@merula.net. You’ll need to provide proof of your new address, such as a tenancy agreement, mortgage completion statement or utility bill showing the new address.
How do I cancel my Merula broadband service?
To cancel your Merula broadband service, email your request to service@merula.net with at least 30 days’ notice. You’ll also need to return your router, as a non-return fee may apply if the equipment isn’t sent back.