Here's what to expect during your installation and how you can help us get you connected.
Please take note of the following information:
Your appointment
For AM appointments your engineer will arrive between 8am and 1pm. For PM appointments, they will arrive between 1pm and 6pm. They will need around 2 hours from arrival to install your fibre socket and set up your router/any boosters.
On installation day, your engineer will text or call to let you know when to expect them.
Upon arrival
Your engineer will knock on your door / ring your bell to introduce themselves. They will show you their ID with their name and company information.
Step-by-step guide to installation
Your engineer will bring all the equipment with them and explain their plan. They will complete all the work inside and outside your home and keep you informed as they go.
- They will first agree with the decision maker on how to bring the new fibre line into your home and where to position the router.
- They will run a fibre optic cable from a nearby telegraph pole or underground to a small junction box that they will install on an external wall.
- They will drill a small hole in your external wall to feed the fibre optic cable into your home.
- They will set up your router, check that it is working, and connect 3 of your devices (if required)
- They will tidy up, leave your home as they found it, and ask you to sign to say you are happy with your installation.
Bringing fibre to your home
Before your installation, consider where you would prefer the cable to come in from outside and where you would prefer to position your router. Ensure it is close to a double socket for the wall-mounted unit and your router to plug in. If you are unsure, our experts will guide you through the options to ensure the best Wi-Fi coverage.
If you want to change where you currently have your broadband router, make sure you tell them before they start! They will do their best to get things where you want them and explain why if they can not.
Installing the fibre optic cable
If your property is fed overhead, the engineer may need to install a discreet bracket high up on your wall - this ensures that the connecting cable maintains a certain height for safety reasons. They may also need to drill additional holes so they can work safely on their ladders. Rest assured, they will seal these holes when done!
They can run the cable down to the ground floor at a lower entry point, if desired. They won't be able to run a cable through any lofts or basements, so please bear this in mind.
Drilling a small home in your external wall
Your engineer will drill a small hole from the outside of your home to the inside and install a fibre socket on the inside wall and a small box on the outside. The box on the outside will connect your home with a fibre cable to the network in the street. A smaller cable passes through the drilled hole to a small, powered, wall-mounted unit. This is where your router will be plugged in.
Setting up your router
Your new router will be connected to the fibre socket. Both the router and the wall-mounted unit need to be plugged into the mains power, so there should be a double plug socket nearby.
Once the router is plugged in and switched on, your engineer will ensure that it's working properly by performing a speed test and checking the Wi-Fi coverage in your home.
They can assist with setting up to 3 of your preferred devices to ensure your satisfaction with the new connection. They will demonstrate how to use the service, confirm that everything is working as expected, and answer any questions you might have.
Before leaving
Your engineer will tidy up and leave your home as they found it. They will then conduct an installation audit and ask you to sign off, confirming your satisfaction with the completed work before leaving you to enjoy your super-fast internet in peace!
Preparing for installation:
- Please make sure that an over-18 decision-maker is there to let the engineer in and is available to stay during the installation of your connection.
- If you're in rented accommodation, make sure to have obtained your landlord's permission for full fibre installation.
- Our engineers will need space to work, so please clear the area beforehand if possible.
- Please keep any pets, especially dogs, away from the setup room.
- Consider where you would like your router positioned and which three devices you would prefer your engineer to connect.