We're looking forward to getting you connected.
During the Coronavirus pandemic our engineers are taking extra precautions to keep everyone safe and you'll find details on what to expect on our Coronavirus page.
Your pre-installation checklist
Before your engineer arrives to install your service there are a few things you need to be aware of and consider. In some cases, we'll be able to complete the work on the outside of your property before your scheduled appointment date. Here's the checklist from the video:
- We'll install two boxes, one inside your property and one outside. To connect them, we'll need to drill a small hole through the wall from the inside of your property. If you want to know how the boxes will look you'll find some photos under the 'what to expect step by step' section below.
- If a ladder is required during the installation, our engineer may need to drill temporary holes outside your property to work safely. Don't worry as the engineer will fill the holes and leave it neat and tidy.
- If you're renting the property where we're installing the service please get your landlord's permission for us to drill a hole through the wall.
- Make sure you can be around for the whole appointment timeslot. Your engineer should have you up and running within three hours of their arrival. So if the engineer arrives towards the end of the appointment slot, you'll need to be there until the work has been completed.
- If we've told you that we're coming to do the external work separately, you won't need to be around for this work but you'll need to make sure that our engineers can gain access to the outside of your property, specifically where the existing cabling is attached and where it comes into your premises.
- If there are any building works, scaffolding or other home improvements going on that could get in our way when installing your service, please contact your service provider to reschedule your appointment to a date and time after any obstruction will have been removed.
- You can watch the video again below to remind you what to expect on the day of the FTTP installation and what you can do to get ready to be connected.
See you soon.
What to expect - step by step
A small junction box, around 15cm x 13 cm, will be fitted on the outside of your property
We'll then run a fibre optic cable from a nearby telegraph pole or underground to the junction box.
We may be able to complete the work on the outside of your property before your scheduled installation date. We'll let you know if this is the case.
A much smaller cable will be run through the wall and attached to another box on the inside of your property. This box will be around 13cm x 11cm.
Just a heads up, we'll need to drill a hole through the wall to enable us to connect the two boxes. If you're renting the property please make sure you get your landlord's permission for us to drill a hole. This will be 12mm wide and you can tell the engineer where you'd like them to drill.
This internal work will be completed on the scheduled installation date agreed with you.
The last step is for your engineer to plug your router into the box they've installed on the inside of your property. The box and router will both need mains power so need to be installed near to a double power socket and the hole drilled through your wall.
Finally, your engineer will test your new Full Fibre connection on one of your preferred devices to make sure you're happy with the installation.
Need to change your appointment or have a question about your service?
If the appointment slot you've been given is inconvenient please contact your service provider to reschedule your appointment to a date and time that works for you.
If you have questions around your phone, broadband or TV services please contact your service provider. They have all your details and will be able to help you resolve any issues you may have.