Full Fibre
broadband installation

1. Book your installation
When you sign up online, you can choose a preferred install date. We’ll confirm your appointment and be in touch with everything you need to know.

We’ll discuss the best location for your router and how we’ll bring the fibre into your home.

2. Get ready for your engineer
We’ll confirm your appointment date and give you an arrival window. Standard appointments are typically either 9am-1pm or 1pm-5pm.

If your installation needs a little more planning, we may organise a free survey beforehand.

3. We’ll install your Full Fibre
One of our engineers will bring the fibre into your home, install the necessary equipment and wall-mount your Grain router.

A standard installation takes approx. 90 minutes. The more complex, the more time it could take.

4. We test your connection
Our engineer will configure your router, check your connection and make sure everything is working as expected.

5. You’re online
Before the engineer leaves, they’ll show you how everything works, answer any questions you have and make sure the installation area is tidy. And that’s it!

Once the work is complete, our engineer will check that the service is connected to a device of your choice. They will then talk you through the set-up and answer any questions that you may have.

A decision maker over the age of 18 needs to be home when the installation takes place. The decision maker should be aware of the installation route and location of the router or have authority to make a decision. If we are completing a complex or non-standard install, this will have been pre-agreed with the account holder.

If you are living in rented or shared accommodation, you should ensure that you have the relevant permission to allow the installation to go ahead. You can let your landlord know that only minimal adjustments are required for us to install the property, and everything from cabling to router placement is professionally managed by our engineers.

Don’t worry, some installations require more thought than others. An engineer will visit your property and conduct a survey to determine the best way to install your Grain broadband line. This ensures your new service is installed safely and securely.

If we’re live at your address, great news – we’ll be able to install your home or business straight away!

If we’re not quite live at your address, this means we’re working hard to make our service available to you. If you see a great offer available in your area, you can still pre-order our service and reserve the amazing deal until our network is ready. Then, we’ll get in touch to book your install.

Not sure if you’re live or not? Check your postcode!

Depending on the kind of install, it can typically take 2 hours to get your home connected.

Here’s a few things you can do before the big day to make sure this goes smoothly: 

1. If you live in a rental property, make sure to ask your landlord’s permission – we’ll need to drill a small hole in the wall for the fibre cable to go through. 
2. Our routers are wall mounted, this will give the fibre optic cable maximum stability and protection, if you have a preferred location in the room where our engineer is completing the install, please let them know before work proceeds. 
3. Before we attend, check your space to make sure there’s easy access to where we’ll be working and remove any obstacles around the installation area.  
4. If you have any renovation works on going or planned, please make sure the route and room for install are clear so our engineers can complete the installation. 
5. When booking your install, we’ll agree the location of your Grain router with you. If you change your mind, let us know in advance so we have the right equipment to install you on the day.  
6. Your Grain router requires a power connection, so make sure there is a socket within 1 meter of the router location. 

The installation of fibre internet involves running fibre optic cables to your home. One of our expert engineers will then install a router at your premises (unless you have one already).  
 
This equipment converts the light signals from the fibre into data that your devices can use. The process may involve some drilling to bring the cable inside but is pretty seamless, and we always tidy up – promise! Find out more.

We can only ever estimate a date for going live, as we work with a number of third parties to secure permission, carry out work and then complete the connection to the network. Rest assured, when you pre-order, we never charge any money until we do go live and you are connected, and your great value offer is always reserved until we confirm the go live date!

Before we’re able to survey your property, we first need you to set-up your Direct Debit with us. This is because an active Direct Debit is needed for our booking system to secure your appointment.

Don’t worry, surveys are completely free of charge and no payment for your broadband will be taken until you’re fully set-up!

Before we’re able to install your broadband connection, we may need to carry out a free survey on your property for a variety of reasons. For example, if we’re not easily able to identify a route of passage for our fibre to take, or if you choose to amend the router location in your home. Our surveys are free of charge, all we ask is that you set-up your Direct Debit in advance of your slot.

All of our engineers carry ID that they will present to you upon arrival. If you are ever unsure, please don’t hesitate to contact us.

As standard, routers are installed on the ground floor in the front room of the property. If you or your property requires an installation that is not defined as standard requested internal or external variations to the install route or location of equipment, this may carry a charge of up to £150.

Our provisioning team will discuss this with you and will be subject to a survey to determine if the request is possible. If the installation is chargeable, we will take this payment upfront prior to the installation.

If you’re moving into a home on a new build development that has Grain Full Fibre, then our router should be pre-installed in your home and ready to go from the moment you move in. Once you know your moving date, let us know so that we can ensure your router is installed and ready to go from day 1. On moving day, you can then connect to our no obligation free trial to try the service for yourself before signing up (if you want to!).

If you’re struggling to sign up or if you don’t have a Grain router in your home, please get in touch.

If you schedule an install appointment with us but are not at home when our engineer arrives, a charge may apply for the missed appointment. If you aren’t able to be at home at the time you’ve scheduled an appointment, please get in touch and let us know as soon as possible, so that we can rearrange it for you free of charge. A charge may apply if appointments are changed with less than 24 hours notice.

Get in touch, our call centre is open between 9am-7pm Monday to Friday, and 9am-5pm Saturday, Sunday and bank holidays.

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

Although rare, from time to time we may need to cancel an appointment at late notice due to unforeseen circumstances (I.e. traffic, adverse weather conditions or an emergency issue). In such cases, we always aim to provide you with as much notice as possible and will provide an alternative appointment date at no additional charge.

Our engineers work hard to try and reach you on time. On the rare occasion that they are running behind, we will always try to let you know. If your engineer has not arrived in your time slot, but you have not heard from us, please let us know as soon as possible.

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!

Standard installations can take around 90 minutes, non-standard and complex installations can take longer than this. Don’t worry, our Provisioning team will walk you through the expected timings.

Once your router is installed, the process to switch on your package happens straight away, meaning you can start enjoying your new Full Fibre broadband connection in no time! Our engineer will let you know if there’s anything you need to do.

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.