Please follow these 8 rules to ensure your FTTP order goes to plan!
- If not the owner, the customer needs landlord's permission for work on site. This is to reduce the risk of the landlord requesting a disconnection mid-contract, causing expense for you. Typically we have no issues getting a telephone or fibre line install, but permission should be sought before installation.
- Special access requirements should have been noted on the order. If you live in an apartment or flat, boat or caravan. The more information you give the better.
- If your order has been listed as an KCI2 Assure order, Openreach will visit the site within the first 48 hours to assess any additional external work required. It is useful if the customer is made aware that access to the area around the premise may be required at this stage as any lack of access may result in a delay.
- The customer needs to think about where the ONT will be located, near to a power supply and make sure that area is clear of furniture.
- The router and related CAT5e / CAT6 cable must be available on the day of installation before the Openreach engineer visits. If you have ordered one with us, we will deliver it pre-configured. If you are using your own, please use the login details supplied in the welcome pack.
- If the customer's voice services are also being provided over the FTTP line, any devices connected to the phone line will also need to be moved and connected to the customer router. It's important that the customer is aware of this especially if they have health monitoring devices. They'll need to contact the device suppliers to make sure they will work over a VOIP connection.
- For remote activation orders, where there is already an ONT at the premise, it MUST be left powered on as Openreach will remotely test the fibre route to check it is connected and working.
- If the customer is moving into or out of a premise, they must understand that the Openreach ONT is a home fixture/fitting and must not be removed. Only the customer router should be taken with them. Each ONT serial number is specific to the property and won't work if it's plugged in at a different property.
