Installation


CityFibre's Full Fibre install process

One step closer to the Full Fibre experience

CityFibre Installation, connecting our Full Fibre network

Here’s everything you need to know

If you haven’t already, you can check if our network is available for your property here.

Once you have that confirmed, you need to choose a broadband provider and they will arrange an installation date for CityFibre to come and connect your Full Fibre broadband.

You may have your installation booked already, or maybe you're looking for some early information, either way, this page will give you all the details you need to make the installation process as easy as possible.

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What to do

Before our installations team arrive

  1. To ensure we install everything in the most convenient place, it's important that you are at your property for the installation. Your broadband provider will give you a date and time slot
  2. Think about where you would like your new Full Fibre connection to enter into your property, our team can help you decide on the day if you're unsure
  3. Much like your existing broadband connection (if you have one), we will need to drill a small hole* to feed your Full Fibre connection into your property, this will all be cleaned up and sealed once complete
  4. Bear in mind that you will need two spare plug sockets, close to the Full Fibre entry point, to power your broadband router and a new connection box (additional sockets may be needed if you have a cordless phone. Extension cables can be used).

*Please note: if you’re renting your property, make sure your landlord gives permission for us to drill the hole.

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What to expect

On the day of installation

  1. Our installation partners are experts when it comes to connecting your property to Full Fibre, they will talk you through the whole process before they get started
  2. Once the installation route is decided, the team will connect the Full Fibre cable from your street to your property using two new boxes, one on the outside and one on the inside
  3. When your property is connected, the team will carry out several quality tests to confirm your connection to the CityFibre network
  4. And that's it! Your installation will be complete. Our team will make sure to clean up any mess and leave you to enjoy your new Full Fibre connection.

Please note: to keep everyone safe, ensure pets are kept away from working areas until the installation is complete.

Want to see a home installation in action?

This video walks through the steps explained above

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Need to change your appointment? No problem

If for any reason you need to change your installation date, please contact your broadband provider directly and they will help you to reschedule to a suitable alternative date/time.

Still have a question about what happens during a CityFibre installation?

Please check our FAQ’s below or for questions related to your broadband service (e.g. appointment times, go-live date, router or pricing) please get in touch directly with your broadband provider

  • Our engineers will usually complete your Full Fibre installation in 2-3 hours, it is essential that a key decision maker is at the property at the time of the appointment to avoid any delays.

    Whilst we do our best to start and complete the installation within your allocated appointment time slot, each installation is unique and may take more, or less time to complete, meaning it may not be completed within the specified time slot.

  • Once the CityFibre network becomes available to your property, some of our broadband partners upgrade their existing customers to Full Fibre as part of their existing broadband package. This will be at no additional cost to you.

    CityFibre and our expert installation partners will act on instructions from your broadband provider to install Full Fibre directly to your property.

    Should you have further questions, please contact your broadband provider directly.

  • CityFibre work with installation partners, they are the experts when it comes to installing the CityFibre network in your property.

    When you order Full Fibre or agree to upgrade to Full Fibre, your broadband provider will be in touch with us and our installation partners to visit your property and deliver a quality install.

  • To bring the Full Fibre cable into your property, we drill a small hole through an external wall; it's a similar process to having a telephone line or cable TV installed. For taller buildings, to ensure our engineers comply with Health and Safety guidelines, we may also have to drill a small hole on your external wall to attach our ladders whilst working at height.

    Please be aware that before carrying out any works on your property, our engineers will confirm all requirements for drilling with you.

    We also ask that pets are kept away from any working areas inside and outside the property until the work is fully completed.

  • Your building may already be set up with Full Fibre allowing our engineers to bring the Full Fibre connection into your home.

    If your building hasn't had CityFibre installed yet, you may need to gain permission from landlords and neighbours to get connected, this permission is known as a Wayleave agreement.

    For more information on Wayleaves agreements please visit this page.

  • Check out our install video for an overview of what happens on the day:

    Our engineers will take the Full Fibre cable from your street into your property. We will discuss the best route with you, ensuring minimal disruption whenever possible.

    We’ll then connect two boxes onto your property, one outside and one inside. We’ll drill a small hole to connect the boxes and run the Full Fibre cable into your property. It’s important there are power sockets close to the connection box inside your home.

    Once these have been installed we’ll carry out quality checks to make sure your Full Fibre connection is working as it should.

  • Whilst most installs are straightforward, on occasion we do require deeper investigation and resolution. Please be assured that we are moving as quickly as possible to get things working and your install completed.

    Please contact your broadband provider for an update as they will be informed by CityFibre on the progress of each individual case.

  • You will need to reschedule the appointment through your broadband provider. CityFibre require access to your property to install Full Fibre broadband, therefore it's essential for someone to be at the property.

  • You will need to reschedule the appointment through your broadband provider directly.

  • For most full fibre installations, we will lay our fibre cable through newly created underground ducts. However, in some areas where this is not possible, we utilise existing infrastructure (e.g. existing underground network or via overhead poles). To avoid any changes to your agreed installation date, we arrange a ‘pre-install visit’ to your street, for our engineering partners to check that the existing infrastructure is fit for purpose so that the team can make any necessary preparations for your installation date.

    Usually, you would not need to be present for this pre-survey, however, sometimes our team might discover that work is needed on the existing infrastructure, for example, to clear blockages. If it is identified that any work is needed on your property, this will only be undertaken after the team has spoken with you and they have your permission for the work to go ahead. As with all work undertaken by CityFibre, our teams will ensure that they clear up after themselves and leave your premises as they found them.

Help Centre

For more information and frequently asked questions, visit our Help Centre. Live Chat is available Monday-Friday, 11:00-15:00.

Don't just take our word for it!

John

“Cannot recommended CityFibre enough. Excellent installation, and best of all this blows the competition out of the water. Thank you.”

Sue

“Very impressed. Internet has no lag when gaming, searches are so much faster, fantastic upload and download speeds as promised.”

Nigel

“Great install experience with very friendly and professional engineers. Speeds are top notch and I couldn’t fault CityFibre at all!”

Need to know if CityFibre's Full Fibre network is available for your property?

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