Fibre Broadband Installation FAQ’s

Dec 12, 2023

Looking to understand some of the most common questions around fibre broadband installations?

As fibre broadband network builders, we understand what makes an excellent installation experience.

How long does a fibre broadband installation typically take?

Typically, installations can take around 2 hours, but in some cases they can be longer. This can depend on factors such as the complexity of the fibre installation and the amount of work required.

Do I need to be home during the installation?

Yes, it's essential to have someone over the age of 18 present during the installation. The technician will need access to your property and will need to ask you some questions about where you would like to have your termination point installed.

Will the installation disrupt my current internet service?

Generally, the transition to fibre broadband should be seamless, and there's no disruption to your existing service. The installation process ensures that you can switch to fibre without downtime.

Do I need to change my Wi-Fi router for fibre broadband?

In some cases, you may need a new router that's compatible with a full fibre service. Your Internet Service Provider (ISP) will provide one if necessary. If your existing router is not compatible, they will guide you through the process of upgrading.

Can I keep my existing phone number when switching to fibre broadband?

You may be able to keep your existing phone number, but it does depend on the ISP you are switching to, so it’s worth checking with them first.

Do I need to pay for the installation, and are there any hidden costs?

Some ISP's offer free installation, while others may charge a fee. It’s crucial to clarify any potential costs with your chosen provider before scheduling the installation to avoid surprises.

What happens if I have an issue with the installation or service?

Most ISP's have customer support lines that you can call if you encounter any issues or have questions during or after installation. They will assist you in resolving any problems that may arise.

Can I install fibre broadband myself, or do I need a professional technician?

Installing fibre broadband typically requires a trained technician. It’s not a straightforward DIY project because as it involves specialised equipment and expertise. The technician can complete the comprehensive setup and connections required for a reliable service.

Will the technician need access to every room in my home during installation?

Technicians usually need access to the rooms where the ONT (Optical Network Terminal) and router/mesh nodes will be located. To ensure full Wi-Fi coverage of your home, testing will need to be carried out and therefore access to all rooms would be required.

Do I need to prepare anything before the installation?

Clearing a path for the technician, moving furniture, or providing easy access to the installation point can help speed up the process. Ensure that the designated installation area is clear of any obstacles. This area can be decided on the day with your engineer.

What should I do if I want to cancel or reschedule my installation appointment?

If you need to reschedule or cancel your installation appointment, contact your ISP well in advance to make alternative arrangements. They will guide you through the process. Every ISP is different so be sure to let them know as soon as possible if you need to change or cancel your appointment.

Is fibre broadband available in my area?

Availability can vary by location, so it's essential to verify before scheduling an installation. You can check your availability on our network here.

What is the difference between fibre to the premises (FTTP) and fibre to the cabinet (FTTC)?

FTTP means the fibre optic cable runs directly to your home, offering faster and more consistent broadband speeds. FTTC, on the other hand, means the fibre goes to a cabinet in your neighbourhood, with the final stretch using traditional copper wires which provides a more unreliable and slower connection.

Can I choose where the fibre equipment is installed in my home?

In most cases, you can discuss the installation location with the technician. They will try to accommodate your preferences while ensuring optimal signal quality and easy accessibility.

Will the technician explain how to use the new equipment and connect my devices?

Yes, the technician will typically provide a brief demonstration of how to connect your devices and use the new equipment, such as the router. If you have any questions, please feel free to ask the technician during your installation.

What happens if I'm not satisfied with the installation or the quality of service?

If you are not satisfied with the installation or the quality of your service, contact your ISP's customer support immediately. They should address any concerns and, if necessary, schedule a follow-up visit to resolve any issues.

Is fibre broadband installation affected by the weather or environmental factors?

The installation process itself is typically not affected by the weather. It’s also worth noting that fibre optic technology is less susceptible to weather-related interference, such as signal degradation during rain or snow, which can impact traditional copper-based services.

Do I need to switch off or disconnect my existing internet service before the installation?

It's generally not necessary to switch off or disconnect your existing service before the fibre broadband installation. The technician will handle the necessary transitions to ensure a seamless switch to fibre.

Can I keep my current email address when switching to a new ISP for fibre broadband?

Whether you can keep your email address when switching ISP's depends on your current provider's policies. Contact your current ISP to inquire about email address retention or transfer options.