Prior to your install
Once you've selected your install date, either online or over the phone with one of our friendly advisors, we'll drop you an email to confirm all the details.
You may see our partner Fibre Heroes around the area before your installation date as sometimes they carry out a pre-install check in readiness for the appointment. They may even extend the fibre network to your house to reduce the time needed on the actual install day.
Check your order email, dependent on your post code your engineer may bring your new router with them ready for the install. If not your new router will be posted out to you and we'll send you instructions on how to connect to our service.
Don't forget - let your current internet service provider know that you are swapping service. We always recommend you have an overlap in case the unexpected happens and you need to rearrange the installation date.
If, at any point, you need to change the installation date let us know using the contact details below. Please also let us know if anything has changed at your property that might affect installation, such as building work.
Call: 0330 088 83 83
Monday to Friday: 8:30am to 6pm
Saturday: 8:30am to 1pm
On the install day
On the our engineers will need access for around two hours, to complete all external and internal work.
Have a think about where you want your router positioned to get the best signal throughout your home. Check out our handy guide on router placement to help you out.
It’s important someone over the age of 18 is present, in case any decisions need to be made regarding installation and setup which includes external work, to feed our fibre optic cable into your home. For example, we may need to drill through the exterior wall to feed our cable through.
Sometimes we may find additional work is needed to connect you to the network. This could be something like a blocked underground duct preventing the fibre from reaching your home. If this happens, no need to worry the engineer will let you know and we'll be in touch about a plan to sort it out and get you connected.
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