Frequently asked questions
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?
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: 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.
What does Enhanced Care mean?
In the event of a service fault, services with Enhanced Care will look to be cleared of a reported fault within 20 clock hours of receipt of the fault being reported, excluding any allowable parked time.
Are contracts transferrable between properties?
No. As the availability and coverage of Full Fibre FTTP services is presently exclusive to certain areas, contracts are non transferred between properties as we can't guarantee to supply the same service elsewhere. Settlement of a contract would be expected if you wish to conclude a contract early.
If I want to end my contract, will there be a charge?
If you are looking to end your service, whilst still within your contract, we will ask you to settle any remaining months in full. If you do not transfer (migration) your service to another provider, we will also charge you a £37.50 fee to disconnect the service.
I am moving home, is there a charge?
Yes. There will be a £37.50 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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