Before your installation
When you order Full Fibre, you'll choose an installation date that works for you.
Before the engineer arrives:
- 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
- think about where you’d like the external junction box to go. If you’re unsure, the engineer can help you decide on the day
- clear some space inside and outside the area where the engineer will be working
You may see engineers working near your home before your installation date. They’re preparing the network, so you don’t need to do anything.
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 without an engineer.
Sometimes, after further checks, an engineer visit is needed to complete the installation.
The engineer will install and test your Full Fibre connection and may need access to both the inside and outside of your property.
This will mean your broadband will go live after the engineer has completed the installation at your property.
Why has this happened?
This could happen because:
- Openreach do a line test after the order is placed. They may notice something isn't quite right and this means an engineer needs to visit your property
- Openreach have asked if there's a problem with the Openreach equipment in your house, and you've replied to say that there is
- you've told us that you have a telecare device after the order was placed
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 typically takes up to 3 hours and includes work both inside and outside your home.
Someone aged 18 or over must be available to discuss where you'd like the equipment installed and provide access to the property. They must be present for the whole appointment.
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.