How do I book an install or reschedule an appointment?
When you are placing your order, we will gather as much information as we can to pass to our specialist planning team who will refine the plans and organise for the work to go ahead. If the work is more complex due to distance to the road or there are accessibility issues, it’s likely a surveyor will visit your property to survey the surrounding equipment and agree a solution and route with you. However, we will let you know if any checks are required as part of your order and will take care of any arrangements that need to be made. Once these checks have been completed, we will get in touch to confirm your installation date.
If there are likely to be any delays, we will always keep you informed and aim to get you set up as quickly as we can. If you need to reschedule your appointment, please contact our Customer Services team on 028 9099 3230 and we can help find a more suitable time slot.
How long will it take to install my Business Broadband?
The average time to get your service set up and activated is 10 days. However, this is subject to various conditions. Sometimes an engineer may need to run a few checks or survey your property to see if there is any additional work needed to get your connection set up. Depending on the complexity of work required, your installation may take longer.
We will let you know if any checks are required as part of your order and will take care of any arrangements that need to be made. Once these checks have been completed, we will get in touch to confirm your installation date. If there are likely to be any delays, we will keep you informed and aim to get you set up as quickly as we can.
What is involved in installing my Business Broadband?
Every install is different depending on the complexity of work to be conducted. However, your engineer will talk to you about any work that is required before it is carried out. If your property requires additional work, a surveyor will visit your property and agree to the best route. This may be overhead from a nearby telegraph pole or underground in an existing duct.
If additional poling or civils are required, these may be carried out prior to your installation date. Also, if your cable runs underground, we may have to carry out excavation work around your property. We aim to make this as unobtrusive as possible, and we will reinstate this to a high standard. However, there may be slight differences in surface coatings due to age and previous wear and tear.
On the day of your installation
An engineer will visit your property within the confirmed time slot to install the new line. Someone will need to be at your premises for the appointment slot as well as few hours afterwards in case your engineer arrives towards the end of the slot.
A cable that connects you to our Full Fibre network will be fitted on the outside of your property. A small hole will be drilled on the outside of your premises to connect this cable to the powered wall mounted unit inside your premises.
A wall mounted unit will be installed in your premises and connected your router. The wall mounted unit and router will need to be close to each other. Your router will also need to be placed near a power socket.
Once connected, the engineer will test the connection using one of your devices.
When is my business broadband live?
Your service will be live on the day of your installation. An engineer will make sure your service is live before leaving your property by performing a speed test from one of your devices. They will also show you how to connect your router and where to find your password.
If you chose our phone service, please be aware your phone will plug directly into the router and not a separate phone socket. This may influence where you decide to place your router in your home.
Tips on the best location for your router
- Position your router near to where you use the internet the most, the further you are from your hub, the weaker your signal will be. If you can eliminate even one wall between your workspace and the router, you can improve performance.
- Keep your router on show- avoid hiding it in a cupboard or on the floor, where the Wi-Fi signal will be obstructed. This will also prevent your router overheating.
- Position your router in the centre of your home- you’ll reduce the number of walls slowing down your signal, which means you can get better Wi-Fi in more places.
- Elevate the router - mount it high on the wall or on the top shelf to get a better signal.
- Don't put your router at window- your hub broadcasts Wi-Fi in all directions and half of your signal will go outside rather than your home.
- Don’t put the router behind your TV or near metal objects, as they can reflect and disperse the signal.