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 has previously been fitted with a full fibre service from Openreach, we should be able to get you up and running within 2 working days. If however extra cabling/infrastructure is needed to connect your property, lead times between 14-21 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.
I currently have an active ADSL/FTTC service elsewhere, can this be changed to FTTP?
No. There is presently no process to transfer an active ADSL/FTTC service to FTTP. An order for FTTP will be treated as a new install, therefore your current service will not touched.
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: Routers supplied free from other service providers are unlikely to work with our FTTP services as these are often locked hardware.
What happens after the minimum contract completes?
Once your minimum contract completes, you move onto a rolling monthly contract, paying the same monthly rate. Unlike many providers, we don't increase costs outside minimum contract periods.
Is a phone service included with Aquiss FTTP packages?
No. A phone service is not required for our FTTP services. We recognise that for the vast majority of customers, a landline telephone is no longer a requirement or a priority.
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.
What does Standard Care mean?
In the event of a service fault, services with Standard Care will look to be cleared of a reported fault within 40 clock hours of receipt of the fault being reported, excluding any allowable parked time.
If I want to end my contract, is there a charge?
Maybe, depending on what you are 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. Of course, if there are any remaining months left on your minimum contract to complete, you would need to settle these in full.
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.
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