There has been huge investment in building new full fibre infrastructure throughout the UK.
Usually, fibre is built to the boundary of the property, requiring only a small amount of work to connect when service is ordered to the home.
Sometimes, homes don't have fibre available at their boundary, or are especially expensive to connect due to the new infrastructure required. When this happens the fibre providers are entitled to charge for the additional costs required to provide service.
Do I have to accept the additional charges?
You do not have to accept the additional charges.
If you are not happy to pay these charges, let us know and we will cancel your order without charge and refund any money paid by you.
Can I reduce the charges?
We are quoted these charges by the fibre provider and don't add any margin or admin fee. We are not able to negotiate on the cost, unless there is an alternative route available that you are willing to accept (like using aerial via a pole instead of underground). Please contact us if you think there may be a materially different alternative route for the fibre to your home.
Will there be any more charges after these?
You may be provided with an indicative quote to give you an estimate before a survey is completed to provide an exact figure. If this is the case with your order, we will make this clear to you. The additional charge you will be asked to sign and pay for will be a fixed figure for completing your connection and will not change.
How do I accept the charges?
When you let us know that you are willing to accept the charges, we will send you an agreement via DocuSign so you can electronically sign and contact you to collect payment, in full, including VAT. We cannot offer payment terms or delay payment until you are connected.
What happens after I accept and pay the additional charges?
Once the contract has been signed and payment made in full, we will confirm with the fibre provider and your order will progress. Whilst we notify the provider immediately it may take them some time to complete the work, especially if permits or wayleaves are required. We will keep you updated and will try to provide you with a connection date as soon as possible.
Is there any alternative for me to get broadband to my home?
You may wait for other fibre provider who may take a different view on the cost of connecting your home, or consider alternatives using any existing copper lines, 4/5G or fixed wireless where available.
What are Excess Construction Charges (ECCs)
These are the cost of additional construction work required to be able to connect fibre to your home. This can be caused by long driveways, long distances from your home to the boundary of your property and special engineering difficulties like streams.
What are Time Related Charges (TRC's)?
There typically cover the additional cost of running fibre over longer distances, negotiating permission and routes for shared driveways and other issues that increase the time taken to complete the install.
What are Professional Fees?
This typically covers any wayleaves or other permissions required to route fibre to your premises.