Sadly due to the national lockdowns, there's been some changes on full fibre broadband installations since January 2021.
As much as we'd like to provide installations as soon as possible, in some cases this may not be possible. Please bear with us. If you have any questions not answered here, please contact us.
These changes are affecting existing in-flight orders as well as any new orders.
Full fibre engineering appointment restrictions
From 6th January 2021, Openreach (whose full fibre network we use), are changing the way that their engineering appointments work.
Standard lead times are operating for the following scenarios:
- You have no working broadband connection, or;
- You have a broadband connection with Virgin Media or another non-Openreach network, or;
- Your broadband speed is less than 30Mb/s (as measured as the sync rate on your router), or;
- You are migrating from another Openreach full fibre provider, or;
- You are activating an Openreach full fibre connection
But sadly activations shall be delayed until 15th March for the following scenarios:
- You have a working broadband connection offering speeds greater than 30Mb/s (sync rate on your router). E.g. you have FTTC/G.Fast broadband and this is offering 30Mb/s+.
For these scenarios, Openreach's engineers will do as much of the outdoor installation work as possible, including installing the fibre to your outside wall of your property, during the lockdown. However the final indoor installation and activation of your service shall be delayed until after 15th March. The first appointment date shall be communicated to you.
Openreach Engineering Video
For those customers who will have an Openreach engineering appointment, Openreach ask that you review their safety processes, and ideally watch the video below.
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.
What is the lead time for UltraBEAM full-fibre FTTP broadband services?
If you have no working broadband connection, or it's offering speeds less than 30Mb/s as measured by Openreach's systems, then we anticipate being able to provide your connection from 11 - 15 working days from order, depending on the installation complexity.
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.
You will need to make us aware that you have no broadband connection or your speeds are less than 30Mb/s for us to manual escalate your order. Please reply to your open provisioning ticket/email.
What is the COVID-19 impact on new orders?
Please see the above information.
Is it safe for Openreach to visit my home for the install?
Engineering appointments are now only being scheduled for those most in need of a connection as they either have;
- No broadband connection
- A slow broadband connection that may make studying and working from home difficult.
For those that do have a working broadband connection that offers speeds greater than 30Mb/s, then these final indoor engineering visits are being delayed until at least 15th March 2021.
For those who will will have an engineering appointment during this new lockdown, please watch the video above for more information on how safety is being ensured during the installation process.
Openreach's engineers will:
- Minimise the amount of time spent indoors performing the installation work. This may mean that they will install the connection in a room closest to the external wall where the fibre cable enters.
- Request that you open all windows and doors in the rooms that the engineers are to be working in
- Request that you vacate the room in which the Openreach engineer is to be working in.
- Request that you wipe down any surfaces that the Openreach engineer is likely to be near
- Wear PPE
- Clean/wipe any surfaces they have come into contact with
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 5th January 2021
Orders placed prior to 5th January may have their engineering/installation appointment pushed out to a date beyond 15/3/21. However for customers that have no working broadband connection, or that offers speeds of less than 30Mb/s, then these installation shall continue as usual.
Further details and information will follow on these.
Openreach's engineers still may attend to complete any exterior works prior to the final installation visit. This shall help speed up your final installation once scheduled.
I placed my order prior to 5/1/21, and it appears I won't qualify for an installation before at least 15/3/21, can I cancel?
Customers may cancel their order if they are within their cooling off period.
Are you able to let me know when after 15/3/21 my installation will be scheduled?
We shall be contacting customers over the coming days to update them with their rescheduled installation dates.
If the lockdown ends early, will the pushed out dates be brought forward?
Potentially yes. This did happen to those queued orders placed during the first lockdown. So this is entirely possible. We shall advice customers if this option presents itself.
If the lockdown is extended, will the pushed out dates be pushed out further?
Most likely yes, unless the situation with the lockdown and case rates decrease. Things will remain fluid. We shall advice customers if this happens.
My installation was booked in for early January, will this be rescheduled?
Most likely yes. However depending on whether Openreach believe you have no working broadband connection, or a service offering speeds slower than 30Mb/s, your engineering appointment may continue as usual.
My installation was booked in for between 1st March to 15th March, will this be rescheduled?
Most likely yes. Openreach announced on 24th February that they are pushing the first appointment slots out to the 15th March onwards. This is disappointing to hear, but reflects their safety concerns given that most/all of the UK is still in the national lockdown.
However depending on whether Openreach believe you have no working broadband connection, or a service offering speeds slower than 30Mb/s, your engineering appointment may continue as usual.
Where is the determinate on the 30Mb/s speeds?
This check is likely to be automated by Openreach, and based on the FTTC/ G.Fast sync speeds of your connection. It will not be based on your Wi-Fi speeds. So for instance if you can get 30Mb/s hard cabled into your router, but the speeds on WiFi are less than 30Mb/s, then you won't qualify.
I don't have an Openreach broadband (FTTC, G.Fast) service, will I qualify for an installation during the lockdown period?
If you have no working broadband connection, then yes, we can provide installations sooner. Please let us know so we can expedite your installation.
If you have a working broadband connection, but this is with an alternate provider to Openreach (for example Virgin Media), then yes, we can provide installations sooner. Please get in touch.
Are migrations affected?
As migrations do not require any engineering visits, they are unaffected and therefore the usual lead times apply. This is currently 11 working days minimum.
Are activations affected?
As activations do not require any engineering visits, they are unaffected and therefore the usual lead times apply. This is currently 11 working days minimum.