FAQs Core

Registering & Switching

Check availability and register interest

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.

Frequently Asked Questions

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.


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.

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.

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.

Our engineers will need inside and outside access to your home on install day, so someone 18 years old or over needs to be present for the installation.

On install day, our engineers will call to make sure you’re in, as they’ll need outside and inside access.

Once they arrive, 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.

If you have a front garden or drive, they may have to dig up the ground but don’t worry – they’ll put it back how it was before.

Once you’re hooked up and the router’s plugged in, the engineers will connect 4 devices (all devices for the vulnerable or elderly). They’ll also run speed tests on these devices to make sure everything’s working as it should.

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.