Before your installation
When you order Full Fibre, we'll tell you whether you'll need an engineer visit.
Before your broadband goes live:
- we'll send you a new Smart Hub if you need one. If you're already with EE or BT, we'll let you know if you can keep using your current hub
- choose where you'd like to keep your Smart Hub for the best Wi-Fi coverage
- if an engineer is visiting, think about where you'd like the external junction box to go
- clear some space in any areas where installation work may be needed
You may see engineers working near your home before your go-live date. They're preparing the network, so you don't need to do anything.
If you can set up Full Fibre yourself
Some homes are ready for Full Fibre without an engineer visit.
We'll send you everything you need to get connected. Once your service is ready, simply follow the instructions provided with your equipment to get online.
If an engineer is needed
Some installations need an engineer to complete the work.
We'll let you know if this applies to your order and help you arrange an appointment.
Have we told you an engineer is now needed?
When you first placed your order, we may have told you that you could set up Full Fibre yourself.
Sometimes, after further checks, we find that an engineer visit is needed to complete the installation.
The engineer may need access to both the inside and outside of your property. Your broadband will go live after they've completed the installation and tested the connection.
Why has this happened?
This could happen because:
- Openreach carried out a line check and identified work that needs to be completed at your property
- there's an issue with existing Openreach equipment in your home
- you've told us you have a telecare device after placing your order
On installation day
Your engineer will call ahead to let you know when they'll arrive. Please tell them about any access restrictions when they call.
Installation usually takes up to 3 hours and includes work both inside and outside your home.
Someone aged 18 or over must be available for the whole appointment to discuss where you'd like the equipment installed and provide access to the property.
How is Full Fibre installed?
- You’ll agree with the engineer how the fibre connection will enter your home.
- The engineer will drill a small hole through an external wall to bring the fibre cable inside.
- They'll install an external junction and run a fibre cable from the local network, either from a telegraph pole or underground ducting.
- Inside your home, they'll install an Openreach ONT (Optical Network Terminal), which connects to your Smart Hub.
Need to know
If your connection is delivered from a telegraph pole, the engineer may need to drill up to two additional holes to safely secure their ladder.
Getting connected
Once the installation is complete, the engineer will connect your Smart Hub to the Openreach ONT. They'll test your connection to make sure everything is working properly.
You can manage your broadband by using the EE appdownloading and opening the EE app.