Our engineers are experts
We'll talk you through the whole process and answer any questions you may have. The full fibre install is usually completed within 1-2 hours.
Connecting your flat to full fibre #
If you live in a flat, here’s what you need to know about getting connected.
WHAT YOU NEED TO KNOW #
Here you’ll find everything you need to know about how we install full fibre broadband in your flat or apartment. We’ll give you some top tips on how to prepare and guide you through what will happen on the day, so you know what to expect.
Your installation day #
To make your installation day as smooth as possible, here's a quick checklist to help you get ready. These simple steps cover everything you need to do before your engineer arrives.
- You'll need two free plug sockets close to where your connection box and router will be installed. Additional sockets may be needed if you have a cordless phone - extension cables can be used.
- Make sure you or someone who is 18+ will be home during the installation. Your broadband provider will give you a date and time slot for your installation.
- If you rent, you'll need to check that your landlord is happy for the installation to take place before your appointment.
Need to change your appointment? #
If you have received an appointment reminder by text or email and can no longer make the appointment, no problem. o reschedule your installation appointment, simply follow the instructions in your message or contact your broadband provider directly. Otherwise, contact your broadband provider directly and they will help you to reschedule.
WHAT HAPPENS ON THE DAY #
Engineers can arrive at any point within your scheduled appointment time. You will receive text messages letting you know when the engineer is on route and when they’ve arrived at your home.
Your full fibre installation will be fed from a connection box
Depending on the location of the external connection boxes in your building, we'll bring the full fibre connection into your home either through an external wall or above your front door.
We'll connect your home to our network
Our engineers will connect your home with a new fibre cable by drilling a small hole through your external wall to connect an external connection box to an internal connection box.
We'll make sure everything is working
After we've connected your full fibre, our engineers will perform thorough quality checks to ensure your new broadband is working perfectly. We'll clean up after ourselves and once complete, you can start enjoying your new full fibre connection.
Find the right installation guide for your home #
Every home is different, so we've created simple guides to show you what to expect from your full fibre installation, whether you live in a house or are switching providers on our network.
What to expect from your full fibre installation
Find out more about our full fibre installations
CONNECTING YOUR HOUSE TO FULL FIBRE
Find out more about full fibre installations if you live in a house.
SWITCHING PROVIDERS
Find out about your installation if you are switching providers on our network.
FAQs #
Got a question about your full fibre installation? Here you'll find answers to some of the most common questions about your full fibre installation.
Engineers can arrive at any point within the scheduled installation window. You will receive SMS messages letting you know when the engineer is on route and when they’ve arrived at your property.
Our engineers will usually complete your full fibre install in 2-3 hours and it is essential that someone over the age of 18 is at home during the installation.We’ll keep you updated every step of the way with three simple SMS messages:
- Appointment reminder – This confirms your time slot for the engineer’s arrival:
- Morning: 08:00 – 13:00
- Afternoon: 13:00 – 18:00
These are arrival times - if your appointment is in the morning, the engineer may arrive at 12:30 and the installation will take 2-3 hours from their arrival time.
- On the way – A quick heads-up that the engineer is travelling to you.
- Arrived – A message to let you know the engineer has reached your location.
If you don’t see them straight away, don’t worry! They may need to do a little work nearby on our network first. Once that’s done, they’ll be with you shortly.
- Appointment reminder – This confirms your time slot for the engineer’s arrival:
Your current service will keep working until you choose to cancel it. If you’re switching providers on the CityFibre network, the change usually happens at midnight with no interruption to your connection.
If you’ve been given a new router, there may be a short pause in service while you set it up, and some smart devices might need a quick reconnect, but this is typically resolved in just a few minutes.
For any updates contact your broadband provider. CityFibre will be working directly with your broadband provider to give updates on your installation date.
For any questions related to your broadband service, including your contract, please contact your broadband provider directly, as they manage your service and customer support.
Help Centre #
For more information and frequently asked questions, visit our Help Centre.