FAQs Core

Building & Installation

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Frequently Asked Questions

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. 

Yes – you need to be at your home during the installation as our engineers need outside and inside access.

This will be for the time you selected when you booked your appointment and we expect the engineers to be on site at your home for around 2 hours.

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.

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.

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.

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.

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

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.

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