The type of broadband service you choose will determine how complex the installation is. Some won’t even require an engineer visit:
Partial fibre (Speeds from 20-67Mbps): This partial fibre connection uses your existing phone line. It’s often a straightforward switch with no engineer visit required.
Full fibre: This full fibre connection offers faster speeds but will probably require an engineer to install a new fibre cable directly into your home.
Cable broadband (e.g. Virgin Media): May involve internal and external installation work depending on whether your property has had cable broadband before.
Your provider will tell you upfront if an engineer is needed.
You’ll need an engineer visit if a new type of broadband is being installed. So, if you are switching over to Virgin Media or one of the newer alternative networks such as Community Fibre, Gigaclear or Hyperoptic it’s likely that you will need an engineer visit.
These all run on their own newer full fibre networks that need to be installed, rather than through Openreach’s existing phone line-based broadband infrastructure. This doesn’t necessarily mean that it will take longer for you to switch over. In fact, it can sometimes be an advantage as these alternative networks can have more flexible and responsive resources and are quicker at getting an engineer out.
You’ll likely need a visit if:
If you already have the infrastructure in place – your house has the right cables installed from a previous or current broadband set up – your new provider will post out a router. You’ll be given a go live date, normally within ten days of ordering, and on this day you’ll be able to plug your router in and connect online.
There’s a good chance you’ll still experience a temporary disruption to your broadband on the connection day, even if no physical installation is needed. This is because the process often involves switching between providers or networks, which may require a temporary disconnect while the new service is set up.
An engineer visit typically lasts about 2-3 hours and will involve work being done externally and internally to your home. You, or someone over 18-years-old, need to be in for their visit.
When it comes to getting fibre from the street to your home, there are two main approaches depending on local infrastructure and accessibility. All of these will result in a small cable box being installed on an external wall. Then to get this cable into your home, the engineer will drill a small hole through. If you are renting you’ll need to get permission from your landlord for this.
The options the engineer will connect your house with will either be:
Overhead
This is the preferred method as it’s typically quicker and less disruptive. The fibre will be connected from the nearest serviceable telephone pole to the property.
Underground
The fibre cable is routed through underground ducts and utility channels. Engineers may need to lift paving slabs, manhole covers, or drill small holes in driveways or pavements to access ducts.
The engineer will install a small box on the wall where the fibre cable comes in from outside. They’ll find the best spot for the router, set it up and run a speed test. They will give you the Wi-Fi network name and password, then make sure you can connect and you are happy with your set-up and speeds before leaving.
The engineer will agree with you on where to put the master socket in your home. This will need to be near a power socket. They will then need to disconnect your old hub, which means you’ll be without broadband for probably around 30 minutes.
Different providers will have different approaches to exactly how everything is done, but all should follow this structure for installation. Don’t forget that you have a 14-day cooling off period, so if once you’ve had your broadband connected and you’re not happy with it in any way, you can always cancel your order if it’s within this time.
