When you place your order, you can decide your desired installation date. Your installation can be booked to take place between 14 and 90 days from placing your order, at a time convenient to you.

Once we have discussed your requirements with you, our engineers will visit your premises before your booked appointment to ensure that everything is ready for your installation day. We will leave a coil of fibre cable at your external property wall ready for your installation day. We don’t require you to be in to complete this work, but our engineers will knock on the door to let you know they are there.

This can involve some intrusive work, depending on the type of installation (see below for more information on the different types of installation) We will have already discussed this with you prior to any work starting. We will always seek to choose the least disruptive route possible but if you are not comfortable with the works being completed without your involvement then a chargeable survey may be required which will allow you to be consulted on the route we will take. If you would like to discuss this with us, please contact our Business Support team on 03708 637 614

We require 2 power sockets for our equipment. You or someone over the age of 18 with the authority to make decisions on your behalf must be present at the premises throughout the installation.

There are three types of installation which might apply to your premises, depending on how our network has been designed and constructed. The pre-installation work for each one which happens prior to your installation is detailed below. You do not need to be at present for any of this pre-installation work:

Preparing for Overhead Installations

We will connect our fibre from the nearest serviceable telephone pole and connect to your premises.

Where possible we will utilise the route that your existing telephone line takes. In a small number of overhead installations, we may need to fix a new bracket to the outside wall of your property, to house the fibre. We will leave the fibre safely coiled ready for our engineer to reach and complete the installation process

There will be no alterations to the fabric of your property.

Preparing for Underground Installations (existing ducting)

We will connect our fibre from the nearest existing serviceable (third party or Gigaclear) chamber and connect to your property

We will run our fibre to your property via existing ducting, leaving it safely coiled at the outside wall of your premises ready for our engineer to complete the installation process

There will be no alterations to the fabric of your property

Occasionally, the existing BT ducting is blocked or damaged, so we may have to use traditional methods as described below.

Preparing for Underground Installations (traditional)

We will run our fibre to your premises boundary and leave a connection point in a Gigaclear Point-of-Termination (POT) located at your boundary

We will then directly bury our cable in your garden between the POT and the external wall of your premises leaving the fibre safely coiled ready for our engineer to complete the installation process

Our engineers will always seek the most efficient route for the cable and will leave your outdoor space as close to its original state as possible

• The engineer will arrive between 8am and 6pm and you will receive a text when they’re on the way. The appointment will take around 2 hours.

• The engineer will agree the access point for the premises, this will include securing a wall box externally and a wall box internally. Note: this will include some drilling, including a new access hole through the wall.

• The engineer will agree the most suitable location for your router to maximise your speed, coverage and product experience.

• We require 2 dedicated sockets for our equipment.

• The engineer will then activate your service and confirm speed.

Some installations are more complex and there are different reasons for this, including but not limited to:

1. your premises is listed

2. the distance from your property boundary to the building is a bit further than we can complete in a standard timescale

3. the surface type (block paving, concrete, tarmac) requires specialist installations engineers

We will identify this during our pre-installation work. If we do, we will stop the work and complete a survey. If you are at the premises and the engineers are able to, they will do the survey there and then, if not our teams will be in touch to book a survey appointment.

Once we have completed the survey we will assess the works involved and if necessary discuss a customer contribution (this is only in a small number of cases). The survey will always seek the most efficient route for our network, but if you have specific requests we are happy to accommodate them, but it may require a contribution from you.

If you are aware of anything which means you might fall into this category, please let us know as we can move straight to a survey and speed up the process for you.