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Frequently Asked Questions About Registration

Have questions about registering and switching to us? Here’s some of our most frequently asked questions with answers, to help you get on your way.

Have a different question? Contact us on 0330 236 9900 or submit your enquiry here.

Does installation cost anything?

Absolutely not! There’s no cost of connection for all eligible properties thanks to the Project Gigabit Voucher Scheme. For more information about availability at your property, simply check your address on our availability checker.

How do I book an installation?

Signing up couldn’t be easier. First, check availability in your area by visiting our availability checker. If we’re building or installing in your area, you can sign up on our website and we’ll be in touch to get your installation booked as soon as your street is ready for service.

If we’re not yet in your area, the availability checker will let you know and you can register your interest. This means we can keep you updated and get your installation booked as soon as we’re ready.

How do I reschedule my installation appointment?

When your installation is booked, we send you a confirmation email with the appointment details. Inside this email is a link to cancel or amend your booking – simply visit this link and change your appointment to a date & time that suits.

Alternatively, call us on 0330 236 9900 and we’ll be happy to reschedule this for you.

How long does installation take?

Installation usually takes between 2-3 hours – this allows our engineers time to bring the fibre into your home, set up your dual band WiFi 6.0 router and connect 4 devices including performing a speed test to make sure everything’s working as it should.

Should I be present during my broadband installation?

For the first stage, you don’t have to be at home as all this work is purely external. This will take place in the few weeks before your booked appointment.

You do need to be at home during the booked appointment as this is your in-home installation, and our engineers will need outside and inside access.

We expect the engineers to be on site at your home for around 2 hours. You can find our more about the install process here.

What does installation involve?

There are two stages to your installation – during the first stage you may see some of our engineers undertake essential external works to make sure everything goes smoothly for the rest of your installation. Don’t worry, you don’t have to be at home for this stage.

Once they arrive at your property, our engineers run a cable from the nearest network point to a wall box that will be installed on your external wall. They’ll most often use underground cables or occasionally a telephone pole. In properties with front gardens or drives, they may need to dig up the ground, but don’t worry as they’ll put everything back to how it was before they started.

On the second stage of your installation (your booked appointment) our engineers will call to make sure you’re in as they’ll need outside and inside access. During this appointment they’ll connect the fibre from outside your home to the inside.

I’m in contract with another provider – what are my options?

Don’t let that stop you! Building new fibre networks takes time, and there’s a chance you’ll be at the end of your contract by the time your property is ready for connection. And if not, we’re happy to chat with you and see how we can help you experience the lightning-fast speeds of full-fibre as quickly as possible.