There are a number of factors that can have an impact on the timeline for the roll out of a new network. In addition to planning and coordinating every project with our own teams, we also work with other third parties such as councils, highways authorities, contractors, and landowners.

However, as much as we prepare and try to anticipate all challenges, sometimes delays are necessary whilst we look for ways to overcome those challenges.

When this happens, please be assured we will do our best to keep you updated as soon as possible.

We will be in contact when you’re service is ready to be installed. We will drop you an email and/or give you a call.  

We’ll arrange your initial installation appointment with you. If you need to change your appointment after it’s booked, please contact us.

We install all our own broadband equipment and network in your area. Because of this, we don’t reuse or connect to other providers equipment. This means we need to arrange an installation appointment with you once you order has been placed.

You don’t need to do anything, after your order is placed, our team will contact you once your property is ready for installation to be made (we could contact you in as a little as a few days when our broadband is already available, or a few months if we are building a brand new network in your area).

Yes, someone aged 18 or over must be present during the installation. They need to be able to make decisions about where and how your broadband will be installed at the property. Our policy does not allow anyone under the age of 18 to do this. You must be available during the whole installation slot.

We’ll arrange your initial installation appointment with you. If you need to change your appointment after it’s booked, please contact us.

If your installation has been booked with one of our installation partners, they’ll have given you their contact details to speak to them directly (it will be listed on the email or SMS you’ve been sent).

We’ll install some equipment & cabling onto the outside and inside of your property. We use a range of high-quality equipment from reputable manufacturers such as Adtran, Nokia, Ubiquiti and Cambium.

Read more about the equipment used here.

Installations typically take around 2-3 hours for standard appointments. Someone aged 18 or over must be present during installation and we will need access to the inside and outside of your property. You should choose where you think you’d like your broadband connection to enter the property. Often this is near your current broadband, near a telephone socket. Our team can help you on the day choose the best location.

If your installation is not standard, we’ll discuss this with you and inform you of any cost and additional time required. This can cover graded or listed properties or properties that otherwise restrict a standard install taking place such as some business premises or where entry or install points are not accessible with standard equipment or process would not be available.

We're working with the government to upgrade broadband in hard to reach areas to a faster, more reliable full fibre digital network. The government backed voucher scheme covers the cost of standard installs of full fibre and bringing it straight into your home. 

A standard installation is free of charge. But in some cases, for instance if the access route to your home is particularly long, installation may be non-standard. When you place an order, if we think your installation is non-standard we'll send out an engineer to survey your property. If there is a charge for installation, we'll provide you with a full quote, valid for 60 days. And don't worry, we won't start any work until you have agreed the quote. 

Our standard installations are free of charge (subject to any funding options being completed) and apply to the vast majority of people.

If the installation would not fit into a standard installation, we’ll work with our build teams to see if there’s a suitable way forward and if there would be any cost to you. We’ll discuss this with you in detail and you’ll be able to make an informed decision.

Examples of a custom installation could include

• A long driveway (the access route is too long)

• Extra overhead poles being required to reach your property

• Special tools or techniques are required (for example to dig and reinstate land)

Free installation is made possible using funding available to us through Government initiatives to connect rural properties who historically have not been able to get superfast or ultrafast connectivity from other providers. You do this by applying for a voucher from the scheme and that’s it!

When and how do I claim a voucher for free installation?

Step 1 - Our team will contact you if you’re eligible for a voucher. If you operate a business from your home, it would be really helpful to let us know about this when we chat, as we may be able to upgrade to a business voucher.

Step 2 - We will request the voucher on your behalf. You will then receive an email from BDUK asking you to confirm the details provided and accept the terms and conditions of the voucher scheme. Please make sure you do this within 28 days of us requesting the voucher for you.

Step 3 - Sit tight and wait for us to contact you again to let you know when you're ready for install. We will contact you to arrange a suitable time.

Step 4 - Once your install is complete and your service is up and running you will receive another email from BDUK asking you to confirm the completion of your broadband installation and validate your voucher. You have just 28 days to validate or the voucher will be void.

You can read more about the Gigabit broadband voucher scheme here.

In almost all cases our equipment is included with our broadband packages with no charge. It remains our property and you’ll be able to use it throughout your time with us. You’ll just need to send it back if you chose to end your service with us.

If you chose to add on other services at a later date, such as Smart Wi-Fi, or Home Phone, there may be a charge for equipment depending on your order selection (but on most cases you only pay a monthly amount).

No problem. Go ahead and place your order with us and we'll hold your install for up to 11 months. Just give us a call to find out more. 

No problem, we can add Home Phone and Smart Wi-Fi to your order at any time. When our engineer is completing your install they may check coverage throughout your home and advise if mesh is required. You can simply give us a call or go online and order at that point or you can order at a later date.  

Simply give our technical support team a call on 0333 880 4141 or email helpdesk@voneus.com.