If you have an existing connection you’ve asked to transfer to us, generally only a few days to a week-we’ll email you as soon as we have a confirmed date. Sometimes it takes a little longer if we strike problems, but we’ll let you know when this happens. To make sure things go as smoothly as possible, please make sure you supply the correct account name and account number for your current ISP. If you’re transferring to us and also upgrading at the same time, things could take a little more time.
If you’re ordering a brand new ADSL or VDSL connection through us, we should let you know within a couple of days when we expect it to be done-most of the time this is around a week from the time you order, but sometimes it takes a little longer.
If you’re ordering a new Fibre connection, and you live in a single house that faces the road that you own, with no shared driveways or Rights of Way, the connection should be done within a few weeks to a couple of months, barring any unforeseen delays. If you rent, the fibre company will need to gain the written consent of your landlord. If you live in a building with other tenants (like a row of flats or an apartment building) or have a shared driveway, and none of the tenants currently have Fibre, installing Fibre can take quite a bit longer, as the fibre company will need to gain written consent from every affected land owner. A few weeks after after you place your order, the fibre installation company will begin contacting land owners (if you or your neighbours haven’t hear anything after a month, please give us a call so we can follow up.)
To speed up this process, you can get your neighbours’ landlords to fill in their consent forms ahead of time (if you’re in a Chorus area, you can find it here
, if you aren’t sure who your Local Fibre Company is, get in touch with us on 08004SPEED and we’ll help out.)
If your building already has Fibre, the install process is a lot faster, since the connection to your building is already done. If you already have an ONT (“Optical Network Termination”, the box on the wall you connect your router to for a fibre connection) please include this information in your order. If you’ve already placed your order, please let us know that you already have an ONT installed, preferably also including details of the serial number listed on the labels on the unit.
Unfortunately, installing Fibre can take a while and it can be hard to tell where your order is up to. We’ll do everything we can to keep you informed, but to make things a little bit easier for you, if it looks like it’s going to take more than a month, talk to us and we’ll see if we can sort you out with some kind of temporary solution until it’s in.