If you are moving to full fibre for the first time, your connection will need some work at the property. Unlike older broadband, which used the existing phone line, full fibre needs a fibre optic cable brought into the building and a small box fitted inside. Knowing what to expect makes the day go smoothly, whether it is your home or your business.
Before installation day
Placing your order
When you order, we check your details and place the order with the network that serves your address. If your connection needs an engineer visit, we book the appointment and email you the date. We keep you updated at every stage.
Is there a survey?
Not every installation needs a survey, but some do. A survey may be needed if the route to your building is not straightforward, for example if a duct is blocked, a new pole or underground work is needed, or you are in a large or shared building. Leased lines are always surveyed.
If a survey finds extra work is needed, we tell you the cost before anything is done, and you can cancel with a full refund of anything paid. See our installation page for full details.
Permissions
If you rent your home or premises, or you are in a flat, office block or shared building, ask your landlord, managing agent or freeholder for permission before installation day. Work may be needed on shared walls or communal areas, and without permission the engineer may not be able to complete the job.
Think about where the equipment will go
Decide in advance where you would like the fibre box and router to go. Good places are:
- Near a power socket, because the ONT and router both need power.
- Somewhere central if you can, which helps WiFi reach the rest of the building.
- Close to where you will plug in any wired devices, such as a computer, television or network switch.
- Away from damp areas and places where the cable could be knocked or trapped.
The engineer will advise on what is possible, because the fibre has to follow a practical route from outside.
On installation day
Who needs to be there?
Someone aged 18 or over needs to be there to let the engineer in, agree where the equipment goes and stay until the work is finished. For a business, this should be someone who knows the building and can make decisions about where holes are drilled and cables run. Make sure the engineer can get to the outside wall and the room where the equipment will go.
Step 1: bringing the fibre to your building
The fibre lead in is the cable that runs from the nearest network point to your building. Depending on your street, it will come either:
- Underground, through an existing duct from a chamber in the pavement or road, or
- Overhead, from a nearby telegraph pole to a fixing on your building.
The engineer runs the fibre to a small connection box fixed to the outside wall. Sometimes this part of the work is done on a separate visit before the main appointment.
Step 2: bringing the fibre inside
From the outside box, the engineer usually drills a small hole through the wall and passes a thin fibre cable inside. They will agree the route with you before drilling. The cable can often be clipped neatly along skirting boards or door frames to reach the chosen spot.
Step 3: fitting the ONT
Inside, the fibre connects to the ONT, which stands for optical network terminal. This is a small box, usually fixed to the wall, that turns the light signal from the fibre into a signal your router can use. It needs a power socket nearby. On some networks the ONT is built into the router, so you may only have one box.
Fibre cable is thinner and more delicate than a phone cable, so avoid bending it sharply, pulling it or trapping it behind furniture once it is fitted.
Step 4: connecting and testing
The engineer checks that the fibre signal is reaching the ONT correctly. The router is then connected to the ONT with an ethernet cable.
Setting up your router
If you get your router from us, we set it up before it reaches you, so it is ready to plug in. Once the ONT is working, you connect the router to it with the supplied cable, switch it on and wait for the lights to show it is online. Your WiFi name and password are usually printed on a label on the router.
If you have ordered mesh units, add them once the router is online, placing each one roughly halfway between the router and the area that needs better signal. Our guide to mesh WiFi explains where to put them.
How long does it take?
There is no single answer, because every property is different. A straightforward installation, where the fibre is already close by and the route inside is simple, is quicker than one that needs new cable from the street, a pole to be climbed or work in a shared building. Plan to have someone available for a good part of the day, and do not book anything that depends on being online until the engineer has finished.
Occasionally an engineer may find something that stops them finishing, such as a blocked duct or a need for road works. If that happens, we will explain what is needed and keep you updated on the next steps.
After installation
- Going live. We email you when your connection is live. Your monthly charges start from that day.
- Your old service. If you are a home customer switching provider, One Touch Switch ends your old service when the switch completes. Business customers should check their old contract's notice period. See our guide to One Touch Switch.
- Phones and alarms. Full fibre does not include an analogue phone line. If you have an alarm, telecare device or card machine that uses a phone line, check it before your old line stops. Our guide to the landline switch off explains what to look for.
- Test your speed. Run a speed test using a cable connected to the router. Our guide on testing your broadband speed explains how.
A quick checklist
- Get any permissions you need from your landlord or building manager.
- Choose where the ONT and router should go, near a power socket.
- Clear access to the outside wall and the room inside.
- Make sure someone aged 18 or over is there for the whole visit.
- Check any alarms, card machines or phones that use your current line.
Ready to get started?
Check your address to see the full fibre packages available at your premises, with any installation charge shown before you order. You can read more about installation, business broadband and home broadband, or contact our team with any questions.