Procedure for the installation of fibre.

First of all, thank you for your interest.

This web page deals with the high speed form of broadband commonly referred to as Fibre.  It has other names such as FTTC (Fibre To The Cabinet) and BT call their service 'Infinity'.

Basically this is the generation of service which comes after ADSL2+ (up to 24Mb).  If your premises is within approximately 1.6KM of a fibre enabled cabinet - your broadband speed should (and I mean should) be better than ADSL2+.  If you are further away than this, you would be better off with the older service.

All broadband which comes to you via phone lines is administered by BT Wholesale.  Yes, TalkTalk, Sky and even we ultimately have to go through BT Wholesale for phone line based broadband.

The company’s you buy your broadband from are referred to as resellers.  So a BT customer will be paying BT Retail for their broadband and our customers pay us.  We all ‘acquire’ our services from BT Wholesale.  In between the resellers and BT Wholesale, lies the various company’s who maintain the lines and carry out the FTTC installations.  They act under the instructions of BT Wholesale and resellers have no contact with them.

This is the way the installation works.

1 - End users order FTTC through us.

2 - Megganet places an order with our wholesaler.

3 - BT Wholesale offers a selection of available dates.  We get/select an optimum install date with the wholesaler.  The earliest date is usually 5 working days from our request date.  This can take longer for a variety of reasons such as large amounts of installs, holiday’s system upgrading etc.

Megganet (or any other reseller) cannot carry out the FTTC install.  All FTTC installations are carried out by Openreach (Even BT’s customers have to use Openreach).  Only BT Wholesale has contact with Openreach engineers. 

The Openreach engineer is supposed to convert your Master telephone socket to an FTTC compliant model.  The engineer will also fit an Openreach modem and verify the service is working.  If FTTC is not working properly or for any other reason the FTTC installation fails, they will disconnect the equipment and may restore your original telephone socket.

Openreach is not your broadband provider so will NOT give you your internet router.  It is up to us, your broadband reseller, to provide your router.  We will either post or deliver this to you before the Openreach engineer arrives so that you should have your FTTC service running straight away.  The router will need to be programmed with your specific credentials so the seal on the router will be broken.  Please keep your old Megganet router and power supply for us.

We do not charge for a basic router but if you need advanced services (a pub/hotel offering free WiFi, camera surveillance, VPN, mail/web hosting) you may need something much more professional.

4 - We will contact you and confirm the date the Openreach installer should arrive. We may also be able to tell you whether the engineer will be calling in the morning or evening.  It is not possible to give a time.  We prefer the morning because it is easier for the Openreach engineer to meet this target.

It is very important that there is somebody on the premises when the Openreach engineer visits.  If the Openreach engineer is for any reason unable to enter the premises to carry out the install, there is a failed visit charge of £99.  We will get an email from our wholesaler advising us of this bill and an offer to arrange an alternate date.  It is very important to ensure you are present.  It seems that Openreach engineers do not need to leave a note to let and end user know they have visited (we have already argued this point).  If the appointed Openreach engineer is too busy to carry out the appointment with the end user, it seems, they are under no obligation to tell anybody.  We have argued this as well but unfortunately all resellers (including our competitors such as TalkTalk, Sky and BT Retail) have the same problem.

5 - Megganet does not charge in advance so you should be up and running before your first bill.

If you are an existing Megganet customer converting to FTTC, we will send you a special amendment form.

I would welcome any requests, updates or suggestions you would consider useful on this page.