Your appointment times

AM appointments mean our engineer will arrive between 8 am and 1 pm and between 1 pm and 6 pm for PM appointments. The two-hour install window will start when they get there.

It’ll take around 90 minutes to get you firing on our full fibre network, so ready yourself with cake and a cuppa, and make sure we can access two power sockets (for your router and fibre connection box).

72 hours before

You’ll get a reminder text – hit reply to confirm your booking.

On the day

You’ll get a call from your engineer to confirm their arrival time and to make sure you’re home (or someone else over 18 is) to let them in, and you’ll need to stick around while they work.

You’ll recognise our engineer because of their uniform and ID badge.

They’ll bring your router and cables with them and will talk you through their plan for bringing the fibre into your home. If you’ve got an idea of where you would like things to be positioned inside, or are hoping to change your current set up, this is the time to chat it all through.

Please keep any furry friends or other pets away from the setup room.

Here’s what your engineer will do:

Outside your home

• Run a fibre cable from the nearest connection point in the street to the outside of your home.
• Install a small box and drill a little hole through the wall for the fibre cable to get inside.

Inside your home

• Attach a small box on the wall where the fibre cable comes in from outside.
• Find the best spot for the router, set it up and run a speed test.
• If you’ve added YouMesh and/or YouPhone, they’ll set them up and test them, too.

To get you online

• Give you the Wi-Fi network name and password.
• Connect up to two of your devices and sort out Sky Whole Home if you have it.

They’ll check you’re happy with your set-up and speeds, and you’ll be able to add YouMesh before they leave if they recommend it for your home.

Finally, they’ll tidy up after themselves, and leave your home as they found it. You’ll have a chance to check you’re happy and sign off your install before your engineer leaves.