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ORDERING YOUR NEW FTTP BROADBAND SERVICE

This information is intended to help Horsley residents choose their new, faster broadband service. Based on phone calls, correspondence with ISPs and other research the Horsley Ultrafast Broadband Task Group has compiled information about services that may be available. 

But there is an important health warning: ISP call handlers are not experts, their systems occasionally provide misleading or incorrect information, and products and services are evolving quickly.  

Your FTTP options will only be visible online to you and ISP call handlers AFTER they become available to order for your property. Those who have pledged a DCMS voucher should receive an email within a few days of FTTP becoming available to order at your premises. However, you do not have to wait for this email from Openreach for you to place your order.  Please note that not all ISPs offer an FTTP service currently. 

More detailed information is provided elsewhere on this website and a glossary of terms is provided at the end of this note.

Summary

To fulfil your DCMS voucher pledge, you must within two months of receiving email confirmation from Openreach that your premises are ‘live’:

  • Order a new broadband service that is provided by a fibre connection to your house (i.e. Fibre to the Premises or FTTP)
  • Is ‘gigabit capable (i.e. can deliver speeds of up to 1 Gigabit per second)
  • At least doubles your existing broadband speed.

Some simple guidelines

How do I get FTTP and what happens?

You will place an order for an FTTP broadband service with an ISP who will usually send you an FTTP capable hub/ router. The ISP will contract with Openreach for them to install FTTP in your home.

Please note that the final connection from telegraph pole (or underground conduit) to your premises WILL NOT be made until you place your order.

At the moment BT, Sky, Zen, and EE are all able to take your upgrade order within a few days of your premises going “live”.

Vodafone and TalkTalk have told us they expect to be able to take orders in late December/ early January. Currently we have no further availability information from Utility Warehouse or PlusNet; although we understand that PlusNet customers can change to BT or EE without any early termination penalties.

Telephone calling after changing to FTTP

With most ISPs you can continue to use most current phones by simply plugging them in to the new router or hub.  Please check this with your ISP and test it with your installation engineer. BT, Zen, Sky and Vodafone all supply routers/hubs that have at least one socket to connect existing phones

Keeping your current phone line number

Check before upgrading to FTTP that you can keep your existing phone line number (should you want to do so).  

Power cuts – what will happen?

After changing to FTTP, if there is a power cut, you will not be able to use your telephone for calls.  Be mindful that, should this happen, you will probably need to use a mobile phone to make emergency calls, unless you have another means of doing so.

House and personal alarm systems – what will happen?

Please check this with your alarm provider.

FTTP broadband does not = faster Wi-Fi

Although you will have much faster broadband into your premises, this may not have any material effect on the speeds you experience over your existing wi-fi. Unless your most frequently used devices (PCs, laptops, smart TVs, satellite boxes etc.) have a fully wired connection to your hub/router, then the broadband speed you experience will still be limited by the distance and signal strength from the WiFi access point, the number of devices actively using wi-fi at any given time, and the tasks they are performing. If you have not done so already, then you might consider using a wi-fi booster. Again, your ISP should be able to advise on what is best for your premises.

Changing ISP?  Some things to consider

Can you keep your phone line number?

Can you keep your existing email address and, if so, at what cost and with what consequences? If you cannot keep your email address, what will be involved in making the change?  

When will I get my voucher?

You will not receive a voucher. When you have fulfilled your pledge by installing FTTP, Openreach will claim the virtual voucher on your behalf from DCMS.  These government funded vouchers help pay for your new connection and our new FTTP infrastructure.

Finally - a reminder about how do I fulfil my pledge?

To fulfil your pledge to DCMS for a virtual voucher and your commitment to Openreach you will need to take out a contract for a gigabit capable broadband supply for at least double your current speed broadband service (subject to a new service minimum of 30Mbps) for a minimum of 12 months. This should be done within two months of notification of availability of FTTP to order.  

It MUST be an FTTP service (i.e. a new fibre connection to your premises) that is gigabit capable. 

More detailed information is available elsewhere on this website.

Glossary

FTTP = Fibre To The Premises     

             A new fibre line INTO your property.

             Note: FTTP enables gigabit broadband to fulfil a pledge requirement. Most people will take a slower than gigabit service

ISP = Internet Service Provider  

         E.g. BT, Sky, Zen, EE, Vodafone, TalkTalk, and many others.

VoIP = Voice over Internet Protocol   

             Telephony provided over broadband. Many ISPs use different names for this including, Digital Voice, DV, Internet Calling and Broadband Voice

 

Horsley Ultrafast Broadband Task Group 21 December 2021

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