Openreach Engineer at front door helping customers

What will happen during my installation for Full Fibre

Full Fibre Installation – what to expect on the day

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Get Full Fibre ready with Openreach
Hi, I'm Leanne. I'm an Openreach engineer, and in this video, we'll be chatting you through what to expect on the day of your install.

Our best broadband yet
As part of the UK’s digital switchover, we’re replacing copper phone lines with cutting-edge Full Fibre Broadband, the UK's most reliable broadband technology. That means you'll see a lot less buffering and slowdown at busier times. Imagine lightning-fast downloads, streaming and a connection you can truly count on. Whether you're working from home, gaming or catching up on that must-see boxset. And, if you rely on your phone line to operate your intruder alarm or you have a health pendant or wrist alarm, just reach out to your service provider to make your transition smooth and worry free.

Keeping you informed before your installation
When you first sign up to ultra-fast Full Fibre Broadband, your service provider will have agreed a date with you for your installation. You should then have received further communications from your provider or Openreach, confirming your appointment. If you need to change your appointment date, follow the guidance provided in the communications you’ve received, and you can book a new date that works for you. Now, let's meet one of my Openreach engineer colleagues, who will show you how easy it is to prepare for your installation and what they expect on the big day.

What to expect during your Full Fibre installation
Hi, I'm Brian, and I'm an Openreach engineer, and I'm here to help you get ready to receive your ultra-fast Full Fibre broadband.

Customer Requirements
Before we come over and do the installation, make sure there is someone over 18 present, and get your landlord’s permission if you're renting. Also, you should have a think about where you want your router inside. It's got to be near a double power socket and a location best suited for WiFi coverage. We definitely wouldn't suggest a dark cupboard under the stairs.

What happens on the day?
On the day our engineer will ring you in advance of your appointment to let you know when we'll arrive. On arrival, the engineer will chat you through a potential route that the fibre cable will take in order to get you into service.

Assessment and most suitable route
The engineer will agree with you on where a hole should be drilled to bring the fibre optic cable in. We might need to drill a couple of holes outside just for our ladder safety. We will repair these holes and clean up after ourselves, so you'd never know we'd been there. If required, our engineer will ask you to sign a permission to work form to ensure you give consent if the engineer is required to carry out any digging or drilling.

Installing fibre from overhead or underground
We'll run the fibre optic cable from a nearby pole or underground to a small junction box on an external wall. In a small number of instances, the work required may be more complex, and we may need to arrange to come back on another day to complete the work.

Working inside your property
When the engineer has completed the external work, they will require access inside the premises to fit the internals. An ONT (Optical Network Terminal) is a white box that connects the fibre optic cable, providing access to the Full Fibre network in your property. The wall mounted unit and the router will need to be close. Remember earlier, when we said it needs to be near a double socket? This is why.

Demonstrating your new service
Once it's all set up, the engineer will connect your main device to the new router and make sure everything's working smoothly. You're now part of the Openreach Full Fibre Broadband club, where you and your entire family can surf the web like a pro, stream all the music you want, or catch up on that box set in 4K - all at the same time.

Thank you for watching. For more information, please visit openreach.com

Remember to make sure:

Make sure everything’s ready before your engineer arrives. This helps avoid delays and ensures we can complete your installation smoothly.

If you rent your property, you have your landlord’s permission for any drilling inside or outside.

A decision maker over the age of 18 is there throughout the whole appointment.

Our engineer can access the outside of your property if external work is required.

You let your Service Provider know about anything that could prevent us from connecting you on the appointed day.

Our best broadband yet

Our Full Fibre broadband gives you a faster, more reliable connection that keeps up with everything you do online. From family movie nights to working from home, it’s built to handle life without interruptions.

Excited little girl experiencing virtual reality at home whilst eating popcorn

Say goodbye to slowdown

Enjoy Full Fibre broadband speeds even at the busiest times. We’ve built Full Fibre to be less affected by peak time congestion - so you can enjoy your Saturday night blockbuster in 4K without the dreaded buffering screen.

Mother playing video games with her young daughter at home

Fastest fibre broadband

Even if you and the rest of your household are making video calls, streaming box sets or gaming online, all at the same time - you won’t experience stuttering, buffering or dropouts.

A person working from home using her computer on a desk

Future-proof

Full Fibre broadband will service your needs for decades to come. As fibre optic technology evolves, you'll already have everything that you need in your property to get the benefits - upgrade or downgrade your speed without ever needing an engineer to visit your home.

Keeping you informed before your installation

When you order Full Fibre broadband, your service provider will confirm your installation date. They or Openreach will then send further details closer to the day.

If you need to change your date, follow the instructions in those communications to choose a new one.

What to expect on installation day

Before we arrive, our engineer will:

Contact you before arriving to confirm the time.
Discuss the best route for the fibre cable.
Agree where a small hole should be drilled to bring the cable inside.
Repair any necessary ladder safety holes outside and leave the area tidy.

Assessment and most suitable route

If drilling or digging is required, your engineer will ask you to sign a permission form before starting.

Installing fibre from overhead or underground

We’ll bring the fibre cable from a nearby pole or underground to a small junction box fitted on your external wall.

In some cases, the work may be more complex and require a follow-up appointment.

Working inside your property

We’ll run a cable from the external junction box to the Optical Network Terminal (ONT) inside your home. The ONT connects to your router and brings Full Fibre into your property.

Both should be positioned close together and near the double power sockets you prepared earlier.

Demonstrating your new service

Once installation is complete, the engineer will connect your main device to the new router, check everything is working, and make sure you’re happy with the service.

Engineer testing router with customer watching

Intruder alarm or health pendant

If you use your phone line to operate an intruder alarm, health pendant, or wrist alarm, contact your service provider before your installation. They’ll help ensure a smooth transition to Full Fibre.

Need to change your appointment?

If your appointment slot doesn’t work for you, please contact your Service Provider to reschedule. They have all your details and can help with any issues on the day.

Frequently asked questions

What is the external junction box?

It’s a 15cm x 13cm unit we install on the outside of your property to connect it to the Openreach Full Fibre network.

Once connected, you can buy phone, TV, and broadband packages from your chosen Service Provider.
How do we connect the external junction box?

We link the external junction box to the Openreach fibre network using a fibre optic cable, either underground or from a nearby pole.

If a ladder is needed, our engineer may drill small holes outside your property to work safely, and will leave the area neat and tidy.
What is the box inside the house?

The Optical Network Terminal (ONT) sits inside your property and connects to the external junction box.

It’s where your broadband service enters your home. Once installed, you can connect it to your router and start using your broadband package.
How does the internal installation work?

We’ll run a small cable from the external junction box into your home and attach it to the ONT.

If drilling is required, we’ll ask for your permission before starting. Renters will need landlord approval.
Will you do any external work before my scheduled appointment?

Yes - if we need to, we may complete some work outside your property before the installation date. If that happens, we’ll let you know.
Can I contact Openreach directly about my installation?

We understand you may want to speak to us directly, but we don’t have access to your order details. Your broadband provider manages your appointment and can resolve any issues. Please contact them first - they’ll get in touch with us if needed.