What is the connection process? 

After confirming your order, we will complete an external survey of your property to identify the best way to connect you. You do not need to be present for this survey. 

From the results of the survey we will be able to identify any additional requirements to connect, such as the needs for: 

• Traffic management while the connection works are completed 
• Tree cutting or vegetation management to allow our cable to reach your property 
• A license application to use a pole owned by another utilities provider 

From the survey we can calculate the costs for this work to be completed: in most cases this falls within our costs for a free standard connection. 

If there are excess costs then we will explain these to you and provide you options on how to pay or you can extend your contract period in lieu of costs. 

You will receive details of the above and other important information regarding your connection in our Customer Connection Document. We request that the information contained within this document is reviewed ahead of the installation date to avoid the risk of on the day abort charges. 

We then follow 3 stages: 

Stage 1: Booking your installation date 

Our Customer Connections team will contact you via the phone number you have provided to arrange an appointment for our engineers to begin connecting our fibre cables to your home. If we cannot contact using this method we will book a date that we will be in the area and provide this via the given e-mail address on the account. 

If you have an existing contract with another broadband provider and haven’t already provided us with these details, then please let our Customer Connection agent know so that you can take advantage of our free deferral scheme. This enables you to benefit from our connection as soon as we can connect you and we will not start your contract or charge you for our service until your existing contract expires. 

Stage 2: Connecting your home to our network 

Our installation engineers will attend site to connect the fibre cables from our network to your home, using the most appropriate method for your property - either an underground or overhead route. The cable will be terminated on the outside of your property using a small wall mounted connection box. This measures 184mm (height) by 118mm (width) by 42mm (depth). 

Stage 3: Completing the internal installation 

Once we have completed Stage 2, we now need to complete the connection into your property.  Where we can, we will complete this work on the same day as we complete stage 2. 

We run a further fibre cable from the external wall mounted connection box to the new County Broadband router inside your home. This will usually require drilling a hole into the wall to provide cable access.   

We provide up to 5m of fibre cable from the wall mounted connection box placed on the external wall of your home to the router inside your property, and this must be placed in a ground floor room. This location will ensure that our engineers are able to connect you as swiftly as possible on the day and avoids additional connection charges.  

It is also important to make sure that you keep your router in an open area: things like cookers, thick walls and even fish tanks can interfere with your WiFi signal! 

Following the installation, our engineers will activate your router and complete tests to ensure you are getting the correct speeds dependant on the package/product you have chosen. 

All three stages of our connection process need to be completed before we can provide you with broadband service and no fees will be applied until the service is live and tested as working.