TalkTalk Help

How is my Superpowered Fibre Broadband installed?

Depending on the installation option you chose when you placed your order, your Superpowered Fibre Broadband services could be installed by an engineer or self-installed. To check your installation or activation date visit My Account.

Select the relevant tab below to find out what to expect on the day.

 

If you've chosen self-install as your installation option for your Superpowered Fibre services, please refer to the FAQs below.

What do I do with my new TalkTalk router?

  • You’ll receive your new TalkTalk router in the post before your go live date.
  • If you're an existing TalkTalk customer you can set this up straight away as the router will work with your current Internet connection
  • If you're a new customer you should wait for your go live date.
  • Setup is quick and easy, visit How to setup my TalkTalk Super Router for our step-by-step guide.

 

What happens on my activation day?

  • An Openreach approved engineer will go to your local street cabinet and switch the line over to Fibre. This takes approximately 20 minutes and during this time there will be a disruption to your telephone/broadband service.
  • If you haven't already installed your TalkTalk Super Router you'll need to do this before your internet resumes connection
  • The switchover can happen anytime up to midnight

 

Do I need to be at home on the day of the switchover?

  • You don't have to be home when the engineer switches you over to Fibre as all the work will be carried out at your local street cabinet.
  • If you're an existing TalkTalk customer, we advise that you install your TalkTalk Super Router before your activation date to minimise your downtime.

 

Can I cancel my order before my activation date?

If you wish to cancel your Superpowered Fibre Broadband order, please contact us. You'll need to do this by 1pm one working day before your activation date at the latest. If you call after this time you may incur an additional charge.

Please note: If you choose to cancel your Superpowered Fibre Broadband after activation, early termination charges will apply. Find out more.

 
 

 

If your Superpowered Fibre Broadband is being installed by an engineer, find out what to expect on the day below:

 

What do I do with my new TalkTalk router?

You’ll receive your new TalkTalk router in the post before your engineer appointment. Don’t worry, there’s no need to do anything with it just yet. The engineer will connect it up for you when they arrive for your appointment, along with all the other technical bits. All you need to do is hand it to them.

 

What happens on my installation day?

On the day of your appointment, you'll receive a call from the engineer telling you they're on their way and that there will be a short disruption to your phone service (usually between 15 and 20 minutes).

When the engineer arrives at your home, they'll ask you where your master socket is. Don't worry if you don't know, they'll be able to hunt it down for you, he will then fit a new pre-filtered socket (if you havent already got one), and connect your TalkTalk Super Router.

The engineer will then make sure the speed your line is receiving is 15Mb or above. If your speed falls below that, the engineer will log a fault with the line and investigate. You'll still be able to use broadband in the meantime.

When all the technical stuff is complete, the engineer will test the connection out on one of your computers to make sure everything is working properly. You’ll then be free to connect devices, like:

Unfortunately, you won’t be able to get broadband while your Superpowered Fibre Broadband is being installed. However, once it’s complete you’ll be free to go online and surf the web at much faster speeds than you experienced before.

 

How long will installation take?

Typically installation takes around two hours. However, it can take a little longer, depending on the complexity of the setup in your home and the location you’d like the router in. If you have a very simple setup, you’ll probably find you’re ready to go in less.

 

Can I change my engineer appointment?

Yes, you can. To change your engineer appointment, simply sign into My Account

Please note: We need to know about any changes by 1pm one working day before to your engineer appointment, at the latest. If you change the appointment after this or miss the appointment, you may incur additional charges.

 

Do I need to be there for the installation?

So long as there’s someone that’s over the age of 18 present, the engineer can complete the installation. If this isn’t possible, please reschedule your appointment for a more convenient time.

 

Can I cancel my order before the engineer visit?

If you wish to cancel your Superpowered Fibre Broadband order, please contact us. You'll need to do this by 1pm one working day before your engineer visit, at the latest. If you call after this time you may incur an additional charge.

Please note: If you choose to cancel your Superpowered Fibre Broadband after installation, early termination charges will apply. Find out more.

 

 

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