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Frequently Asked Questions About The Installation

Have questions about the installation? 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.

Do I need to do anything before my installation date?

Our engineers will need outside and inside access during the installation, so we ask that you make sure they can safely gain access to the property and garden and move any obvious obstructions beforehand. 

Do I need to be at home during the installation appointment?

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

Why are you coming to my property before my booked appointment?

We know some people find it hard to make arrangements to be at home for an appointment such as your fibre installation. So when we do arrive to connect you to our network, we want to make sure you’re connected as quickly as possible, with minimal disruption. 

By completing a first external visit (where you don’t have to be present), our engineers are able to complete all the external works including testing the line up to your external wall box.

And just in case there are any problems at this stage, they have plenty of time to fix it before your in-home installation. 

All this means that on install day, you’re ready to experience the lightning-fast speeds of fibre with no hiccups or delays!

Will you need to drill anything at my premises?

In most cases, yes. Once the engineers arrive at your property, they’ll work with you to agree the best location for your external junction box and internal router to go.

They’ll drill a hole from the outside of your property going in and run a fibre cable from nearby underground cables or a telephone pole.

I live in a flat – how will you connect me?

Your block of flats may already be set up with our services, in which case we’ll be able to link your cable into a main, communal terminal. In the event that’s not available, we’ll discuss the options with you when we come to install your fibre cable.

Will the cable be visible in my garden or driveway?

If you have a front garden or drive, our engineers may need to dig up the ground. But don’t worry, as they’ll put everything back to how it was before. Afterwards, the cable shouldn’t be visible.

Can I make changes to my garden or install a driveway after you’ve installed the fibre?

You can – however if your fibre cable is disturbed, you’ll need to let us know so we can make sure everything is working properly.

I rent my property / I haven’t moved in yet – can I still get installed?

You can, you just need to have permission from the current owners before we can carry out the pre-installation works in the garden.

Can I join if I’m in an existing contract?

Yes! 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.

What will I pay for installation?

Absolutely nothing! Thanks to the Project Gigabit Voucher Scheme. For more information about availability at your property, simply visit our availability checker.