AN OUTLINE OF HOW WE WORK
Installation: what to expect
Our new full-fibre network connects directly to your property to give you the fastest and most reliable broadband service. To make this connection, we’ll need to send one of our friendly engineers to your property. When you place your order, you’ll be able to pick a convenient day and time for your installation. Here’s an outline of how we work, so you know what to expect.
The old copper networks are not so great. Thousands of cables at the exchange interfere with each other, reducing signal speed and reliability. The copper cables run from the local exchange all the way to you. Unfortunately, copper’s not very practical over distance so the signal degrades, resulting in lower speeds and a weaker, less reliable connection. You can learn more about the story of copper networks here.
BT Openreach has announced that it doesn’t make sense for them to keep lots of different old technologies running as it’ll be too expensive and replacement parts are no longer being made. So, it’s wise to be mindful of this, and start considering moving to a new full-fibre network like ours.
Further information on Openreach’s plan relating to how and when they are planning to switch off their old copper-based network and what this means for you here.
The days before your installation
We’ll send you a reminder text two days before your installation date and we'll also give you a quick call the day before to answer any queries you may have. If you can no longer make your appointment, just let us know, and we’ll reschedule for a more convenient day and time.
Before our engineer arrives
Your engineer will call you before they arrive to give you some time to prepare and there are a few things you could do to help make your installation quicker:
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Pick where you want us to bring our service into your property.
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If possible, try to make sure there is a clear path for our engineer to complete their work (free of heavy plants outside, or heavy furniture inside for example).
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Our engineers arrive in vans, so if there are any access or parking issues, please make them aware of this and where they should park when they call.
When your engineer arrives
Before you let anyone into your home, it’s always important to check their ID badge, just to make sure they are one of our engineers. Once you’ve done this, our engineer will talk you through the work they will be doing to set up your service.
This is the time to tell the engineer where you want our service installed. They will be more than happy to accommodate your wishes unless there is a technical reason it’s not possible, in which case they’ll discuss alternatives with you.
Once your service is set up, the engineer will demonstrate your new full-fibre speeds on an approved laptop via the router. They’ll confirm everything they have done to set up your service and make sure you are happy.
Tell us how we did
We are proud of our service, but it’s important to us to know that you are happy with your installation. We’ll either carry out a short survey on-site on the day of the installation or follow up with a quick phone call so you can let us know how we did. We’d appreciate it if you’d take a minute or two to provide us with your feedback, we’re always keen to hear how we can improve.
WE'RE HERE TO HELP
Enquiries
If you have any questions regarding the benefits of full-fibre to your home or what’s involved with an installation, please use our contact form to submit an enquiry.
For enquiries relating to existing broadband contracts and billing, or to report a service fault, please contact your broadband provider directly.