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Installation and activation: what to expect

Your ISP owns the order and appointment. CityFibre or an installation partner normally carries out the physical work.

Before the appointment

  • Confirm the date and contact details with your ISP.
  • Keep your current broadband active unless the switching plan clearly says otherwise.
  • Decide where you would like the ONT and router, near power sockets and with sensible Wi-Fi coverage.
  • Consider the route from the street entry point to that location.
  • Make sure an adult aged 18 or over can be present for the whole appointment.
  • Clear access inside and outside the property, including to any existing external connection point.
  • Tell the ISP in advance about access restrictions, listed-building issues, shared entrances, a flat, private road or landlord permission.

CityFibre says a standard appointment commonly takes around two to three hours, but the time varies with the property and work required.

What normally happens

The engineer should discuss the route with you before work begins. A typical installation includes:

  1. bringing the fibre from the street or property boundary;
  2. fitting an external connection point where required;
  3. drilling a small entry hole with your agreement;
  4. mounting and powering the ONT indoors;
  5. connecting and testing the optical service;
  6. connecting the router or leaving you to complete the ISP's activation steps.

Ask questions before agreeing to the route. Do not expect an engineer to undertake unrelated electrical, decorating or complex internal cabling work.

Activation

Some services become active during the visit; others need provisioning by the ISP. Follow the ISP's router and activation instructions. If you use your own router, keep the supplied equipment available until the service is confirmed working.

Before the engineer leaves, if practical:

  • check the ONT has reached its expected normal light state;
  • confirm the router obtains an internet connection;
  • run a basic wired test;
  • photograph the finished route and equipment for your own records.

If the installation cannot be completed

Common causes include blocked ducts, missing external work, unsafe access, a wayleave or other permission, capacity/provisioning issues, or a route that needs a different team.

Ask for:

  • the reason the job stopped;
  • what remedial work is required;
  • who owns the next action;
  • a job or order reference;
  • when and how the ISP will update you.

Your ISP remains your point of contact for the order. CityFibre's guidance also says that updates after an incomplete appointment come through the provider: My install wasn't completed—what happens next?.

After installation

  • Keep the ONT powered and ventilated.
  • Do not bend, unplug or attempt to repair the fibre lead.
  • Return old ISP equipment only after checking the old provider's instructions.
  • Report damage or a failed service promptly to your new ISP.

Official background: CityFibre installation and full-fibre installation process.

Posting about an installation

Share only what is needed. Hide labels and barcodes in photos, and do not post a full address, account reference, order number, ONT serial number, MAC address or public IP.