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Find out how your new full fibre broadband service goes live if you're switching broadband providers on our network
Here you’ll find everything you need to know about switching providers on our network. When you place your order, you'll be given a switch‑over date — and if it doesn’t work for you, you can easily change it with your new provider.
The good news is that your physical fibre connection stays exactly the same; only your broadband service changes. As part of your install, we may need to update your internal connection box, but we'll let you know if that’s the case.
Before your switch date, make sure you’ve received your new router. If you haven’t, please contact your broadband provider.
On switch day, just plug your new router into your CityFibre internal connection box. Once the service is active, the lights on your router will turn green or blue to show your connection is up and running. If you use a landline, check whether your new broadband package includes a digital phone service. Your provider will send you simple instructions on how to set it up once the switch is complete.
Most switches are done remotely by your new broadband provider, usually overnight. There’s no need for an engineer visit in most cases, and you won’t need to do anything while the switch happens.
Leave your router and internal connection box plugged in throughout the process. This helps your new service activate smoothly and allows your provider to finalise the switch.
If your internal connection box needs moving or replacing, your broadband provider may arrange an engineer visit — when absolutely necessary.
Every home is different, so we’ve created simple guides to show you what to expect from your full fibre installation, and how your house or flat will get connected. Choose the one that matches your setup to see what your full fibre broadband installation will look like.
Find out more about our full fibre installations.
Find out more about full fibre installations if you live in a house.
Find out more about full fibre installations if you live in a flat.
For more information and frequently asked questions, visit our Help Centre.