How long does it take to install a new working FTTP fibre service?
Lead times depend on the infrastructure that is currently in place. If your property is being picked up by what is known as 1 Stage, FTTP Fibre services should up and running within 2-4 working days. If however your property is being picked up by a 2 Stage, leads times of 10-20 working days can be expected, occasionally longer. We can advise in all cases what the lead time will be for you.
I currently have an active FTTP service elsewhere, can I transfer the service to Aquiss?
Yes. We fully support transfers of active Openreach based FTTP services from other service providers. The lead time to complete this process is 10 working days.
Are Aquiss FTTP packages based on the Openreach network?
Yes. We deploy our FTTP (Fibre to the Premises) packages across the Openreach network.
What hardware will I need to supply in order to work with the Aquiss FTTP service?
Openreach will fit what is known as an ONT (Optical Network Terminator) into your property as part of the install if you don't currently have one installed. You will need to supply a fibre/cable router that connects to the ONT via an Ethernet cable. Many routers will work as long as they have a WAN port and can make a PPPoE connection, however, for our current recommended suggestions, please visit our Knowledgebase Guide.
Please Note: BT HomeHub routers are locked to BT Retail's network and will NOT work with our FTTP services.
Do I have a choice of installation options?
No. Unlike with ADSL or FTTC solutions, with FTTP, where currently no existing ONT is fitted, an appointed Managed Engineer Install option, where an engineer will arrive at the property on an arranged date, is presently the only option available. This is to allow for work required inside your property to be completed. If an ONT already exists in the property, we will simply restart one of the data ports on the existing ONT in situ.
I require more than one public Static IP, is this possible?
Yes. Whilst for the vast majority of customers our standard single static IP will be fine, we do offer the option of No-NAT 8 (/29) range for £3.00 per month. This can either be ordered during your application or upgraded at a later date.
If I want to end my contract, is there a charge?
Maybe, depending on what your looking to do. If you are not moving your broadband service to another ISP, there would be a £40.00 Broadband Cease fee. However, if you have decided to move your active broadband service to another Internet Provider (migrating away from Aquiss), no Broadband Cease fee would be applied by Aquiss, as long as the new provider follows the correct migrating procedures.
I am moving home, is there a charge?
Yes. There will be a £40.00 Broadband Cease fee to end the service at your current property. If there are any
remaining months left on your minimum contract to complete, whilst at this property, you would also need to settle these in full. Contracts are not transferred between properties. Reactivation charges at your new property are possible, subject to contract options available and availability.
Available payment options
We offer a wide range of payment options that can be setup securely via our online eBilling platform. These include Direct Debit, Credit and Debit cards (including Amex), Bank Transfer and Standing Order.
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