Got questions? We've got answers.

 
question

Got Questions? We’ve got answers.

Spotted a van or chatted to one of our FibreNation engineers? As we start to build in your street, you'll probably have some questions.

Here are the ones we're asked the most.

  • Getting you connected

    How do I get FibreNation?

    Once you know FibreNation will be in your area, you need to register with a network provider. To get connected you can visit TalkTalk now.

    You’re in my street. When will I get connected?

    Once we’ve finished the work in your street, we need time to connect and test the fibre back to our network. As soon as it’s done, you can place an order for your home or business. Register now for updates.

    The work on my street has finished. What happens now?

    1. After the work in your street has finished, we connect the fibre back to the network and test everything is working as it should.
    2. If you haven’t registered yet, you need to register with a network provider - visit TalkTalk now
    3. Once you’ve placed your order, you need to give permission to install the fibre and equipment on your property.
    4. Then we connect it to the FibreNation network in your street.

    What happens with an installation?

    Our expert engineers will discuss the best place for the equipment with you, they’ll then work outside and inside your property:

    Outside - Your engineer creates a very narrow trench across your garden or driveway, up to the external wall of your property, laying the fibre in it before putting everything back as they found it. The engineer drills a small hole to feed the fibre inside, installing a small, external wall box to protect it.

    Inside - Your engineer installs the Home Port on the internal wall and will set up the Service Provider’s Wi-Fi Hub for you.

    Do you sell to consumers/can I buy my broadband from you?

    No, we’re a wholesaler, which means we work with local authorities and developers. To get access to our network, business and home customers need a contract with a Service Provider, who helps you decide on the best package to get connected.

  • Utilities

    Will it affect other utilities?

    No one wants a loss of service, which is why our market-leading equipment locates all your existing utilities. We’ll mark their location and use trial holes to verify them, which keeps your utilities and our workforce safe.

    What happens if we accidentally damage utilities?

    We know accidents happen, but in the unlikely event we accidentally damage utilities, we’ll immediately report them to the utility owner and they’ll fix them as quickly as possible.

  • Parking

    Barriers and cones left overnight

    We leave cones, cover trenches and protect these with custom-made barriers to keep you safe. Sometimes we have to leave trenches open overnight to let the concrete reinstatement cure, or because we need to continue work there the next day.

    Help! I need to move my car

    On the rare occasion we temporarily block a driveway, just ask one of the construction team and they'll move it immediately. The barriers are there for your safety, so please don’t move them on your own.

  • Gardens and Verges

    The grass verge outside my house has been disturbed

    We do a lot of our work on service strips, also known as verges. These strips of adopted land are usually in cul-de-sac's where there's no footpath. They're there to hold equipment that belongs to service providers - like water, electricity, gas, telephone and street lighting. We want you to know we'll take the very best care to leave them just as we found them.

    Parking on grass verges

    We try to limit parking on grass verges, but sometimes we have to in order to keep roads clear. In winter this can be muddy or scar the grass. Don't worry if this happens, we know it’s unsightly but we'll return to re-seed as soon as the weather warms up again. To give the seeds a chance to grow, please don't park on the new verge for a few weeks and keep them watered.

  • Working on your street

    What does a rollout of full fibre infrastructure involve?

    We use a range of construction methods, including:

    Narrow Trenching - digging a ‘narrow trench’ along the pavements or grass verges, before laying ducts for the fibre to be ‘blown’ through. We’ll then fill that in and repair the surface with appropriate material (i.e. tarmac or grass).

    Poles – using existing pole infrastructure, fibre is carried through streets and to properties overhead - speeding up construction and reducing disruption.

    Third Party ducts – using existing duct networks to carry the new network of fibres through the streets - speeding up construction and reducing disruption.

    How will I know you're coming to my street?

    We'll pop a letter through your door so you'll know that we're on our way. All our workers carry ID and will be wearing FibreNation uniform in our specially branded FibreNation vans.

    What will you do to my street?

    There are three ways we build:

    Remote – controlled narrow trenchers open up the pavement (these will be protected with barriers)

    Telegraph Poles – cherry pickers lift the team up to install fibre on top of existing telegraph poles

    Sweepers – we use these to keep the streets clean and leave just as we found it

    Can I choose how the fibre comes to my street?

    Each street is different so we take time planning the most efficient - and least disruptive - way to bring the network to your street, using existing infrastructure wherever we can.

    Will there be lots of activity in my street?

    There will be construction teams, machinery and vehicles with specialist teams coming in to complete different parts of the build. It may seem busy at times, but this approach makes us much more efficient, helps complete the works as quickly as possible, and ensures we do it to the highest standards.

    How do you look after your engineers on the road?

    Our welfare vans are fitted with break facilities to make sure the team are looked after.

    Why hasn't the ground surface been replaced like for like?

    Sometimes it isn't possible to reinstate the original surface type straight away. We’ll use temporary tarmac first, before finishing the work at a later date, as soon as we can. We'll post a notification through your door before we arrive.

    What about the standard of the work?

    Our team is made up of specialist personnel using market-leading equipment and techniques. We all work together to ensure our network build is safe and meets industry standards and legislation. We carry out daily checks and our work is subject to further inspection by Council Officers.

    Will all the work be done in one go?

    It's done in phases so you'll see us more than once. Because we work closely with the local authorities, if they need us to build in a street ahead of footpath resurfacing, or if we need to reschedule to avoid urgent works - we will.

  • Technology

    What's FTTP?

    Fibre-To-The-Premise is when fibre optics (about the width of a human hair) connects straight from the exchange to a home or business. It gives people access to ultrafast broadband services.

    Why is Fibre Optic better?

    It's considerably faster, more reliable and completely future proof for years to come. The reflective casing around each fibre won’t degrade, so it's better for now - and for the future.

    What is FTTC?

    Fibre to the Cabinet uses fibre optics from the exchange to street cabinets, and then traditional copper wires from the cabinet are run from the cabinet to your home. Copper is much less efficient and can impact on performance, speed and reliability.

    What’s a Gigabit?

    It's 1000Mbps+ which is over 20x faster than the UK's average fibre.

  • FibreNation

    Where did you start?

    We started in York in 2014, where thousands of residents now have the fastest broadband speeds in the UK. We’ve proudly been FibreNation since 2018.

    Where's next?

    We're rapidly growing our network - next up is Harrogate, Ripon and then Knaresborough.

  • Partnerships

    Who do you work with on a build programme?

    FibreNation works closely with local stakeholders and local authorities to efficiently manage the build programme.

    Why should my council choose FibreNation?

    Our experience and innovative construction techniques, developed and refined in York, allow us to deliver at pace with minimum disruption.

    Who is paying for this network to be built?

    Our investment in York, Harrogate, Knaresborough and Ripon supports the local Council's ambition to improve the internet connectivity in the area now and well into the future.

    The network build isn't publicly funded.

    Why are you funded by TalkTalk?

    TalkTalk started out on a mission to provide a fairer deal on the UK's telephone calls, and we're proud to be doing the same, connecting the nation to our fibre. We are owned and funded by them, but are a wholly separate entity.

If you can’t see the answer here, call our UK team.
We're available 8am to 8pm everyday on 0800 542 8073.