Frequently Asked Questions

We’re the fastest growing full-fibre broadband network operator in the UK, investing millions of pounds in building a brand-new ultrafast network to several towns and cities across the country.

Find out more about how we do this in our FAQs.

How do you build the network?

We have three main ways of building the network; utilising existing ducting to feed our fibre through, erecting new telephone poles to carry the fibre overhead and completing construction works to build our own fibre ducting. Prior to any construction work we complete extensive planning and surveying stages. This allows for us to check for existing infrastructure and plan where we will need to complete construction works. Wherever possible we will utilise the existing infrastructure to connect homes and businesses in your community, however there are occasions that the existing infrastructure is not there, or we are not able to access it. We will then consider either construction works (junction boxes, chambers, ducts) or erecting telecommunication poles. Which method we chose is based on many factors such as the terrain, the space available in the highway and the complexity of the work required. If the method used to connect your property involves any disruptive procedures, then you will receive notification from us.

What is the process when you build a new full fibre broadband network?

We plan and design the network using advanced systems and technologies. Once we are happy with our plans, our operations team will start work with our forward-thinking contractors to build the network in a methodical and structured way to ensure that the communities we are working in are connected as quickly as possible.

How do you decide where you are building the network?

We are dedicated to connecting as many premises in the UK as possible so homes and businesses can benefit from a reliable, high-speed, future-proofed connection. Our build plans are based on areas of the UK that we have identified could hugely benefit from having new and improved broadband infrastructure. We have a goal of reaching one million UK homes and businesses by 2023, so while your area may not be in our current plans, we are aiming to expand our network across many areas in England, Scotland and Wales. Keep an eye on our rollout map for any announcements.

Do you need access to my property?

We are bringing the network to your street, but we do not need access to your property during the network build. This will only be required if you choose to take up service with an ISP providing services over our network.

What happens if there is a delay in completing the network build work?

There are multiple factors that could impact our forecasted completion dates. Building a new fibre broadband network is a large construction project and requires participation and support of numerous stakeholders including contractors, highways authorities and landowners/landlords. Another major factor is having the right working conditions, which are largely dependent on the weather. So, while we can't always predict every issue that may arise, we will take this into consideration when providing expected completion dates and will make sure that your service provider is aware of any potential delays as they arise.

How long will it take you to build the network?

The time it takes us to build the network in each area varies depending on the size of the city or town, the construction technique we are using and any complications we may encounter. While we may be in your area for a few weeks, we are usually only outside each home for two or three days. We will be in touch before we start any construction in your area, and you can keep up to date on the forecasted completion dates through your Internet Service Provider (ISP).

Do I need to move my vehicle?

You may be asked to temporarily move your vehicle so that we can install the network on your street. We will let you know closer to the time, if this will be necessary.

Will the work be messy?

There may be some debris on the ground after construction work, particularly if the weather is poor. As soon as the build is complete, we will do a full clean of the work site.

Will you tell me when you are coming to my street to start the work?

Should any excavation be required on your street, we will let you know we are coming and the timeframe we are expecting to be there. We will hand deliver notification to each property in the surrounding area which will explain the process and the timeframes for the work.

Will I be able to get in and out of my property during the network build?

Yes. On occasion, we may need to build past the entrance of your property, but any ongoing work can be covered to allow you and your vehicle across safely. Please ask the team on-site if you have any access concerns.

How will I know when I can get connected to the Netomnia network?

You can use the availability checker on our website, or register your interest with your chosen internet service provider.

I live just outside of the network build area. Can I still get connected?

It may be possible to have properties added to the network and we will consider each opportunity under its own circumstances. If you are interested in getting added to the network, or want us to consider a new city or town for our network, please do register your interest with your chosen ISP. We will work with ISPs to ensure all interest is taken into consideration when planning new areas to connect.

What is network equipment?

To enable us to connect new locations, we sometimes need to install new network infrastructure such as, new junction boxes, new telecommunications poles, chambers and ducts that are installed in the public highway. Our network can be built both underground or overhead.

Why do you need to install new equipment?

Wherever possible, we try to utilise existing infrastructure, this not only speeds up the build but it will also ensure disruption is kept to a minimum. On occasions there are areas of the UK that do not have the existing infrastructure for us to use or the existing infrastructure is not accessible to us, and therefore we will install our own.

Do you have permission to install your network equipment (junction boxes, and poles)?

Yes. Our work is deemed as permitted development under the Communications Act 2003. However, we will always engage local authorities before and during the build to give them visibility of our work and to ensure that the placement of any network equipment in the public highway has the permissions required.

How do you choose where your network equipment will be placed?

Our planning team use advanced planning systems which allows for them to plan the network to the inch! The team will view your community and roads using our online tools. The positioning of the network equipment is dependent on what existing infrastructure is already in place, what additional infrastructure may be required, and most importantly the surrounding area. Following the network and equipment being planned, our team will then survey the area and adjust the placement of the equipment where required.

Are the local authorities aware of the equipment you will be installing?

We engage with all local authorities and planning teams in the early stages of our planning. This allows us to use their local knowledge to improve our network planning. We want to make sure that we are engaging with those who look after your area to make sure they are aware and in support of our build. Prior to starting any works, we ensure to gain the necessary permissions and permits from the local authorities.

Will you consult the residents before you install your equipment in the area?

Community engagement is important to us, as we want to make sure that everyone is aware of the benefits and improvements we will bring to an area. Prior to our build, homes and businesses will receive notification from us via post to inform of our presence in the area, and the work that we plan to complete. In areas where we are completing construction works (junction boxes, chambers, ducts) or erect communication poles, we will let residents know of our intent by a further letter and public notices, as required.

Will you be closing roads in my community?

Most of our construction work can be completed without the necessity of road closure, and we are able to use traffic management to ensure that the road is still usable. All excavation works required in the public highway will have been submitted to your local authority for approval prior to us completing any work. We will complete the works promptly and reopen access as soon as possible. If you would like more information on roadworks in your community, you can visit the website one.network, which is published by your local authority.

I'm a tenant. Can I still get connected if I don't own my property?

Yes, you can still get connected if you don't own your property. We will need written permission from your landlord to get you connected. Your ISP will support you in getting the necessary authorisations from your landlord so your installation can be booked.

What are your standards for reinstatement works?

We start reinstatement works as soon as we begin building and ensure that any trenching required is backfilled and reinstated at the earliest opportunity. This is a vital part of our build process, as not only does this protect the network, it also ensures public safety and helps the roads, paths and verges to get back to normal as quickly as possible. Our reinstatement works are carried out in line with statutory regulations and in partnership with the relevant local authority, ensuring that the reinstatement has been completed to the required standards and specifications.

The reinstatement in my road does not blend in with the surroundings.

We will always reinstate the area that has been excavated using the same material as the original pathway or verge. Naturally, the replacement of new material may look substantially different to begin with, as the area around it may be worn and used. Pathways and roads which have been excavated may look considerably different to begin with, however the trench will fade and wear, blending into the surrounding area. Grass verges will always be replaced with turf, where possible, or we reseed the area to make sure that the grass grows back.

How does the network get installed into my property and will you dig up my garden?

We will not install anything on your property until you have decided to take up a service. During the build we install the network in the street using a range of build techniques, leaving access points for connections in the road for you and your neighbours. Once an installation has been arranged through an ISP, we will bring the fibre to your property. This can be done in many ways and will be dependent on any existing infrastructure you may already have on your property. On most occasions, installations will be completed using existing ducting, or via the overhead network. If neither of these options are viable then our teams will discuss with you the best route to get you connected and ensure that this is agreed prior to any work being completed.

How do I book my installation?

As soon as the construction work is complete and the connections have been tested, we will let your Internet Service Provider (ISP) know that orders can be processed. If you have ordered a service, your installation booking will be part of your order placement with your provider. Once you have arranged the installation date, we will work with them to install your property with the required connection.

Who completes the work needed to install my property?

As part of our partnership with Internet Service Providers (ISPs), Netomnia completes the installation on behalf of the provider.

How long does installation take?

Once the network at your property is ready for connection, we will work with your ISP to arrange and complete your broadband installation. Your ISP will tell you the availability and completion time of your installation and this will vary depending on your provider. Terms and conditions and processes for the installation will be in line with the work that we complete on their behalf.



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