FREQUENTLY ASKED QUESTIONS

  • What is full fibre broadband?

    Most broadband services today still use copper cables. They have fibre cables running from the exchange to the distribution box on your street, but then switch to slower copper cables to connect up to your home or business. As the name suggests, full fibre broadband uses only fibre cables, which means you get the very fastest, most advanced broadband there is. You will enjoy near limitless Internet access that allows you to effortlessly do everything you need to, now and in the future.

  • How do you decide where you are going to build the network?

    Our focus is on those areas of the country that we believe would benefit most from having new and improved broadband, those areas that have been left behind when it comes to internet connectivity and speed. We use accurate planning systems and advanced technology to design our network and identify where best to start work, logically and efficiently expanding the network to reach as many people as possible, as quickly as possible. Keep an eye on our Locations page to find out when we’ll be coming to your area.

  • How long will it take to build the network in my area?

    This depends on the size of the town or city, what works need to be carried out and whether or not there are any complications. We tend to work in each area for a few weeks and only usually work outside each property for a couple of days. We will of course always let you know when we’re coming to your area and give you an indication of how long the works will take.

  • How do you install full fibre broadband?

    There are three main ways we install the fibre cables needed for ultrafast full fibre broadband – we will use existing ducting to feed our cables through or if that isn’t available, we will install our own or put up telegraph poles to carry the cables overhead. What determines the approach we use depends on a number of different factors, which is why we fully assess the area and carry out extensive surveys to identify the best approach before we start any construction work. The ideal is to use existing infrastructure, but there are times when there is none, or it is full or blocked, in which case we have to install our own exchange boxes and ducts or telegraph poles.

  • Do you need access to my property?

    This will only be necessary if you decide to sign up to a broadband provider that uses our network. We won’t need access to your property to carry out our construction work.

  • Will I still be able to get in and out of my property?

    Yes. Even if we are working in front of your property, we will make sure that the work is suitably covered, so that you and any vehicles you might use can easily and safely get to and from your home or business. If you have any specific concerns about access, please speak to the on-site team.

  • Do I need to move my vehicle?

    We do in some instances ask for people not to park in certain areas, while the works are being carried out. This would only be for a short period of time.

  • Will there be any road closures in my local area?

    We want to avoid having to close roads and most of our work can be carried out using simple traffic management systems that allow roads to stay open. We carry out all works as quickly as possible, so that roads can be fully reopened promptly. We are always in touch with local authorities and discuss the best options with them ahead of starting any works.

  • How messy will the work be?

    There may be some building debris, but once all the works are complete, we will do a full clear up of the site.

  • Will you tell me when you’re coming to my street?

    Yes. We will give you plenty of notice before we come to your area to carry out any construction work. This will usually include a hand delivered leaflet through your door, as well as notices put up in the street. We will let you know when we’re coming to your area and give you an indication of how long the works will take.

  • Can I still get connected, if I live just outside your network area?

    We can sometimes connect up properties just outside the network area. If your area is not on the Locations page and you would like us to come to your area, please register your interest with your preferred broadband provider, as we work closely with them to make sure we take all interest into consideration when planning where to go next.

  • Can I still get connected if I don’t own the property?

    Yes. You just need to speak to your preferred broadband provider and they will help you get the necessary permissions from your landlord to get connected.

  • What equipment is needed to put in full fibre broadband?

    When we come to a new area, we sometimes find we need to install equipment such as new street distribution boxes, underground cabling ducts or telegraph poles.

  • Why do you need to install new equipment?

    In some areas there is already existing infrastructure that allows us to connect up our cables without new equipment. This is always our preferred option as it is quicker, easier and less disruptive. If this does not exist, we will need to install new street distribution boxes, underground cabling ducts or telegraph poles, so that cables can be connected up either underground or overground.

  • Do you have permission to install your network equipment?

    Yes. Before and during construction, we work very closely with local authorities to make sure that we have all the necessary permissions and approvals and that they stay up-to-date with what we are doing.

  • How do you decide where your network equipment will go?

    Before construction starts, we carry out full surveys of the local area to identify the best places for the equipment. Using accurate planning tools, we take into account the community and properties on the street, what infrastructure is already in place and what needs to be added. We also consult with local authorities as their specialist local knowledge is invaluable. The most important thing for us is to get the local residents connected up in the most effective and efficient way, with minimal disruption.

  • Is the local authority aware of the equipment you’re installing?

    Yes. We work closely with local authorities from the very early stages of our planning to make sure we have all the necessary permissions to install any equipment needed. It is important to us to tap into their local knowledge and to have their support for what we are doing – they are the ones who look after and maintain your local area after all.

  • Is there a residents consultation period before you install your equipment?

    Yes. Well in advance of us starting works, we will let you know when we are coming to your area and outline what the works will entail. We will also provide details of how you can give your feedback about the proposed works. It is important to us that the communities we work in are able to have their say.

  • How do you approach reinstatement works?

    If we have carried out any excavation works or trenching, we will always back fill and reinstate the area as quickly as possible. This is important for us not only because it protects the cables, but also because it is vital for public safety and means the roads and pavements can get back to normal use as quickly as possible. We reinstate according to the required standards and specifications.

  • Why do the reinstatement works in my road not blend in?

    When it comes to reinstating the roads and pathways, we always use the same materials as was originally used. However, this will often look different because it is new. Over time, the materials will mellow and blend back in with their surroundings.

  • Will you have to dig up my garden to connect to my property?

    We will not carry out any works on your property until you have decided that you would like to sign up to our network via your preferred broadband provider. When we install in the street, we leave connectors that allow us to then connect the cables up to your property when you’re ready. This can be done in a number of ways. We can use existing ducting underground to feed our cables through to your property or use existing overground poles. If these options are not possible, we will discuss the options with you to find the best way to get you connected.

  • Who will complete the installation to my property?

    As part of our partnerships with broadband providers, Spring Fibre will carry out the installation.

  • How long does installation take?

    Once everything is ready, we will work with your broadband provider to install and complete your connection. The time it will take will depend on your broadband provider and the agreed terms and conditions.

  • What is a wayleave and when is it needed?

    In this case, a wayleave is a legal agreement between the landlord or land owner and Spring Fibre, giving us permission to access their private land to install and maintain network equipment.

  • When don’t we need a wayleave?

    There is usually no need for a wayleave if the landowner has requested a broadband provider or us to carry out works.

  • How long does a wayleave last?

    A wayleave is usually an ongoing agreement that will apply to the equipment it covers even if the owner of the land or property changes.

  • How long do I have to consider a wayleave request?

    We cannot start work until you have signed the agreement. If you have any questions, please do get in touch.