Welcome to our Support page
It may be possible to have properties added to the network and we will consider each opportunity under its own circumstances. If you are interest in getting added to the network, or want us to consider a new city or town for our network, please do register your interest. We will be sure to take all interest in the network into consideration when planning new areas to connect!
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).
There are multiple factors that could impact the forecasted completion date. Bringing our fibre network to your community is a large construction project and requires participation and support of numerous stakeholders including contractors, highways authorities and landowners/landlords. Another major factor of our build is 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.
We have a dedicated team who engage with your local council, before and during build, to ensure that the community can be kept up to date with the works taking place. We will also keep you updated via marketing material that will give you as much information as possible on the work we are completing and what to expect. Updates can also be found on our website.
Whilst we work hard to bring you the benefits of our fibre network, we work with some fantastic ISPs to bring you your connection. To keep updated when the connection for your property is ready for service, register you details with the ISP and they will keep you informed!
Our teams use advanced systems and technologies to plan the network build prior to any construction work. Our plans are tailored to your community and will ensure that we connect you as quickly as possible, with as little disruption as possible. Our operations team work with forward thinking contractors to begin the build in a methodical and structured way to ensure that the community is connected as quickly as possible. Before and during build, we engage with local authorities and our ISP partners to ensure that you are updated with the build and connection dates.
We are dedicated to connecting as many premises in the UK to our fibre network as possible. 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 an upgrade of Internet connection! We have a goal of reaching 1 million UK homes and businesses by 2023, so while your area may not be in our current plans, be assured that we are hoping to grow our network and allow as many residents and businesses across the UK to benefit from our future-proofed network.
To manage disruption and build swiftly, we use a range of construction methods including using existing underground ducting or overhead poles. On occasion we do need to do some construction work in certain parts of the build, which will require digging in the street to lay our fibre cabling. Making sure we can connect you quickly, with as little disruption as possible, is our top priority. On most occasions we are able to complete the works without any construction work, so you may not even notice us in the area. On the occasion that we complete construction works, we will keep all businesses and residents up to date about works and timeframes.
Throughout our build you will always be able to access your property as usual. During construction our contractors may need to complete works outside your property, but they will ensure that access is available at all times. If you have any concerns during the build, please do get in contact or discuss with the team completing the works.
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.