Giganet COVID-19 impact to new full-fibre FTTP orders

Introduction

We have some great news for customers interested to learn when they can secure their UltraBEAM full fibre broadband installation.

For customer who placed their order before 15th May and have yet to have their installation, please scroll to the bottom of this article to learn more about what's happening to your install.

Installs slowly returning to normal

From Friday 15th May, we’re pleased to announce that the standard lead time have returned for all full-fibre FTTP UltraBEAM services. (Previously installations were only available to Key Workers without a working internet connection.)

We are however aware that the lead times are getting moved around a bit, due to the backlog and due to reductions in Openreach engineering capacity (due to illness/self isolation).

So although the standard lead time for FTTP is around 10 working days, we are seeing fluctuations up to 30 working days in certain parts of the UK.

This is the same for all carriers using Openreach - so whether you select us, or another ISP - we're all working off the same calendars, and there is no special treatment.

Starting on Monday 18th May, our supplier Openreach are planning a phased approach to returning to working inside end customers’ premises.

This is after careful consideration and working with their engineering teams in light of the Government’s amended advice issued.

For customers new to a full-fibre FTTP connection such as UltraBEAM, an indoor engineering visit is required to terminate the new fibre optic cable and fit an Optical Network Termination (ONT) device. Previously these indoor engineering visits were restricted due to the Government’s social distancing ‘stay at home’ directions. As the rate of infection has reduced, and the Government has updated their advice, certain jobs are now possible, albeit with careful consideration on social distancing, hygiene and general safety of members of the public and the workforce.

Openreach Engineering Video

Due to the nature of full-fibre FTTP orders, an Openreach engineer will need to enter your property briefly to finalise the new connection once the fibre optic cable has been brought across from the nearest connection point in the street.

As part of the COVID-19 precautions, please ensure that you have watched this video before the engineering visit and follow all instructions on the day of the install. This is for your safety as well as the Openreach engineer's.

FAQs

What is the standard lead time for UltraBEAM full-fibre FTTP broadband services?

10 - 15 working days from order.

This is heavily dependant on local engineering capacity, backlog, and whether your install is straightforward and doesn't require any clearance of blocked ducts, replaced telegraph poles etc.

What is the COVID-19 impact on new orders?

In some areas the standard lead time applies, however we are currently seeing first available install dates for some areas of mid-late July (as of 1st June). This is because the backlog of orders delayed due to COVID-19 are being prioritised for install first by Openreach.

In order to get the first available install date, select "ASAP" when placing your order.

All ISPs are affected and working from the same engineering books - there is no special treatment.

Is it safe for Openreach to visit my home for the install?

Please watch the video above for more information on how safety is being ensured during the installation process.

If you or a member of your household has signs of COVID or is self-isolating, then the installation will not proceed. You must let us know beforehand.

Orders placed prior to 15th May

Orders placed prior to 15th May will have been appointed with the 45 working day lead time whilst the 'full lockdown' was in place.

However, we are trying our hardest to work with Openreach to re-appoint these orders so that they can be installed sooner, subject to the minimum lead times.

We appreciate and share customer's frustrations with the long time it's taking to have their installation completed, and we're doing all we can to get these brought forward.

Call from Openreach

You may receive a call from Openreach directly, on the number you provided us, asking whether you'd accept an earlier appointment. This call make come from an 0800 or withheld number.

Please be careful when accepting calls, however if they confirm:

• they are calling from Openreach
• about your FTTP full fibre install
• about whether you'd like the installation date brought forward
• discuss with you about how to keep COVID safe (remain in a different room, clear the route to the install location, open windows/doors during the engineering visit, and that no one is self-isolating or has COVID symptoms)

then this call is most likely genuine, and please provide the information as requested.

We're aware Openreach are only making one attempt to call customers, so if you miss the call or reject it, then you will not be contacted again and your originally confirmed install date will remain.