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Your pre-order is complete!

What happens next?

LET'S BREAK IT DOWN

1
Our team has received your pre-order and we’re working hard to connect your street. We're only ever able to provide estimated go-live dates, so please don't cancel your existing service just yet!
2
Sit tight. The broadband deal you’ve signed up for is locked in until we can get you connected. We’ll be in touch when our network is ready to get you booked in for your install appointment. Don’t worry, we don’t take a payment until you’re all set-up!
3
When install day comes, our tech wizards will arrive at the agreed time. They’ll work their magic, ensuring your connection is up and running smoothly. Want to know more about how we do it? Check it out. (Link to install process page)
Our install process

The answers to your burning questions...

  • When will I be installed? Open Question Close Question

    Once you’ve signed up and we are live in your area, we will be in touch to arrange your free standard installation appointment, at a time convenient to you.

    Please note, we’re only able to give you a general AM or PM time slot:

    AM = 9am – 1pm
    PM = 1pm – 5pm

  • Do I need to pay for installation? Open Question Close Question

    No, we waive our installation charge for all standard installs when you are taking out a fixed term contract! You also get the router and expert set-up completely free, too!

    Please be aware that if you cancel during your cooling off period, as well as paying for the cost of the service used during the cooling off period, a Cooling Off Charge will apply. You can find out more in our Price Guide.

  • How will the equipment be installed? Open Question Close Question

    As part of a standard installation, our engineer will drill a small hole (around the size of a 10p coin) in the wall, typically at the front of the property. They will then feed the fibre through to our Fibre Termination Unit (FTU – a small grey box on the wall). The router is then wall-mounted next to the FTU, and the fibre runs through a patch lead from the FTU to the Grain router. The router is approximately 12x6x2 in size. Where required, our engineer will install external capping to ensure the safety and security of the fibre cable, this will be done free of charge.

    If you have requested a non-standard install, our engineer and provisioning team will talk you through the pre-agreed route.

    The location of the equipment is pre-agreed by both the engineer and the homeowner/adult in the home at the time of the installation.

    And don’t worry, our engineers clean up any mess, too!

  • When will my first payment be taken? Open Question Close Question

    With effect from 5 July 2023, all new sign-up and renewal accounts are based on anniversary billing. You will be billed for subscribed services on the same day of the month (subscription date), corresponding to the day your contract started (or you were installed).

    We will aim to collect a Direct Debit payment on the same day as your bill. The first payment is submitted to the bank 3 to 5 working days after your contract starts.

  • How does it appear on my bank statement? Open Question Close Question

    When you sign up to Grain, you will set up a Direct Debit mandate, which allows us to take a payment each month. No payment is taken until you are installed.

    When we collect your monthly Direct Debit, some banks and building societies only show the payment on your account or statement as ‘GoCardless Ltd’, which is the secure payment system we currently use. Other banks or building societies will show ‘GoCardless Ltd-Grain Connect- XXXXX’.

    To help identify the mandate, you can click on the Direct Debit and it should open saying it is linked to Grain Connect alongside your customer reference number.

    Please note: Some other companies may also use the same system, so the title could appear on your statement more than once. It is worth checking with your bank if this is the case.

    If you’ve seen GOCARDLESS LTD appear on your bank statement and you’re not sure what the payment relates to, use our secure tool below to find out who you’re paying and what for.

  • When does an offer period start? Open Question Close Question

    From time to time, we run special offers that allow customers to have exclusive deals, such as discounted pricing for a number of months.

    We will always take a first payment in full to activate your contract with us, and the offer pricing will apply from the second month onwards.

See more FAQs