Here's what to expect before and on the day of your installation, including when your equipment arrives and how to manage your appointment.
If you don't have a suitable phone line, we'll arrange for an engineer to install one for you when you place your order with us. All the details about your plan and activation date can be found in your welcome pack. Here are some things to remember before your installation day:
- If you don't own your home, it's important that you check with your landlord or freeholder to make sure we're OK to proceed with any work. You can download a copy of Openreach's Supporting information sheet for Landlords (PDF, 2MB) to inform your landlord of what happens during an install
- Somebody will need to be at home for your appointment. This doesn't have to be the account holder, it can be any nominated person aged 18 or over.
- Your new TalkTalk router will arrive in time for your appointment, and the engineer will set this up for you on the day.
For more details about your line installation day, take a look at our frequently asked questions.
Your engineer can arrive at any time within your agreed time slot, and someone will need to be at home to let them in.
If we're connecting your new line from a telegraph pole, the engineer may need to attach their ladder to your house for safety reasons. This involves a small amount of drilling, but don't worry, the engineer will seal any holes before they leave. You can discuss other options with your engineer on the day if you'd rather they didn't do this, but this may delay your installation.
Once your line is installed, the engineer will set up your router and test it to make sure everything's working.
Ordered fibre or TalkTalk TV?
- If you've ordered fibre broadband, it will be installed at the same time as your new line.
- If you ordered TalkTalk TV as part of your package, it will be installed separately on a different day.
During your first 10 days we will be tweaking your speed to give you the best service, this means you may see different speeds and occasional drops while we stabilise your connection There is no need to call us to report this. For more information, check out our article, Your first 10 days of broadband.
The easiest way to manage your TalkTalk account as well as all aspects of your installation is via the My Account section of our website. Once you've logged in, you'll be able to:
- Check which products and services you've ordered
- Update your personal details
- Track your router delivery
- Check or rearrange your engineer appointment
- See an estimate of your first bill
Need to reschedule or cancel your engineer appointment? No problem — you can quickly and easily reschedule your appointment in My Account.
- Login to My Account
- Once you're logged in, select View Order Progress on the main dashboard page
- On your Order tracker timeline under Appointment Summary, select Change Appointment (If you cannot see this, then please contact us to reschedule the appointment)
- Choose a new date and time that suits you
The cut off time for cancelling or rearranging your appointment is 12 p.m. the day before your appointment. If you have a Monday booking, you'll need to amend it by 12 p.m. on the Saturday before your appointment.
If you amend your booking after 12 p.m. the day before your visit (or Saturday for a Monday booking) you will be subject to a missed appointment charge of £40.
To set up a new line you'll be charged our standard setup fee, which covers connecting your line to our network and arranging an engineer visit if necessary.
| Plan | Setup type | Price |
|---|---|---|
| Fast broadband | New or existing line setup | Up to £60.00 |
| Fibre 35 | New or existing line setup | Up to £60.00 |
| Fibre 65 | New or existing line setup | Up to £60.00 |
| Upgrading to Fibre | Upgrade setup | Up to £60.00 |
| Fibre 150 | Installation | Up to £60.00 |
| Fibre 250 | Installation | Up to £60.00 |
| Fibre 150 Data Only | Installation | Up to £60.00 |
| Fibre 500 Data Only | Installation | Up to £60.00 |
| Ultra Fibre Optic | New or existing line setup | Up to £60.00 |
TalkTalk Fibre 900 PLUS with Total Home Wi-Fi is a brand new service. Partnering with Amazon to bring you the best experience & connectivity throughout your home. A specially-trained engineer will visit your home to install fibre and connect your eero router. The cabling we use for Full Fibre is delicate compared to standard broadband, so it must be handled carefully and tested to make sure everything is perfect.
Changing your appointment
Download the TalkTalk PLUS app to manage your installation, get the latest updates on your order as well as being able to request a new date for your Full Fibre installation, all from your PLUS app. Don't forget, you'll need to change the appointment before 12 noon the day before your appointment, not including weekends and bank holidays.
An example : let's say your appointment is booked for Monday between 8am & 1pm. You have until 12 noon, on the Friday before to change the appointment. You'll need to contact us, if you need to rearrange your appointment after this time and may incur charges.
APP QR Code - home
Getting ready for the big day
Your equipment will be sent around three days before your installation, arriving just in time for your appointment. The engineer will text or call on the day to update you with their arrival time. Before then, you'll need to think about and complete the following tasks;
- Make sure someone over the age of 18 will be at home throughout the appointment
- You'll need the home owners or landlords' permission to install your Full Fibre. You can download a copy of Openreach's Supporting information sheet for Landlords (PDF, 2MB) to inform your landlord of what happens during an install
- Find the best place for the fibre connection box (ONT) you'll need at least two free power sockets
- Download the eero app
Don't forget - Your engineer can arrive any time during the time slot you've agreed and your install with take between two & four hours to complete so be sure to plan ahead and give yourself plenty of time.
What to expect on the day
Your Full Fibre setup can take up to four hours. Here's a brief summary of what to expect on the day of install:
- The engineer will drill a small hole into your wall to run the fibre cable into your home
- A fibre connection box (ONT) will be installed on the inside of your property, close to two power sockets
- A further box called a customer splice point (CSP) will be installed on the outside of your property where the fibre enters your home
- Once complete, the engineer will connect your eero. Once connected you can use the eero app to setup your other eero router.
In a small number of cases, additional work may be required. If this is the case the engineer will discuss this with you. If the engineer needs to work at a height they may also need to drill another small hole to secure their ladder and harness. This will be left neat and tidy when the engineer has finished.
Still got questions?
Don't sweat it, we've collated the top questions being asked by our other customers about their Fibre 900 installation. Head over to the community to ask a different question or chat to us from the TalkTalk PLUS app.
How long does it take to install Fibre 900 PLUS?
The time taken to install your Fibre 900 PLUS can vary depending on how much work needs to be complete. However most customers report that their install takes between two and four hours.
Our top tip
When you placed your order, You'll have selected either an AM or PM slot. Our engineers can arrive at any time during this time slot, so be sure to allow enough time. For example, let's say you have an appointment tomorrow morning between 8am and 1pm, this means the engineer may arrive at 1pm and take four hours to complete the installation, meaning they may not be finished until 5pm.
Changing your install appointment
You can change your appointment from the TalkTalk PLUS app. The latest time you can change your appointment is 12pm the day before your appointment, not including weekends and bank holidays.
For example, If your appointment is on a Monday, you can change your appointment up to 12pm on the Friday before. If you change or cancel your appointment after this, the engineer may still arrive and you may be charged for a missed appointment.
What's Total Home Wi-Fi?
We’ve partnered with Amazon eero to bring you the best Wi-Fi experience, combining the latest Wi-Fi 6 tech with an easy-to-use app for connecting and managing your devices safely and securely. The eero Wi-Fi mesh network is super smart and seamless — it keeps your devices connected, around the home, all the time. The eero system starts with one eero device connected to your fibre connection which the engineer will connect. We also supply a second eero node with your Total Home Wi-Fi and your network can be extended with further eero routers. Total Home Wi-Fi takes eero to the next level by guaranteeing great Wi-Fi throughout your home, and by great Wi-Fi we mean at least 10Mbps, which is enough to stream in HD.
What's the Customer Splice Point (CSP)?
The Customer Splice Point (CSP) is a small box fitted to the exterior wall of your home. This is where we connect the fibre cable from either a pole or underground to your property.
What happens on the day?
Your Fibre 900 PLUS setup can take up to four hours. The engineer will connect your home with a new fibre cable and two small boxes on the inside and outside of your home. They will discuss the best route for the cable that minimises disruption. This may include digging a narrow channel in your garden or driveway. If they do need to dig, they'll leave it as close to how they found it as possible
What if the engineer damages your property?
We'll always leave your property as close to how we found it as possible, including filling any holes and replacing anything we've moved. If you believe the engineer has left your home in an unsatisfactory state, please contact us so that we can investigate any concerns with you.
Will the engineer need to dig up my garden?
If your broadband is currently connected to your home by an overhead cable then we won't need to do any digging to install your fibre broadband. If your broadband cable is underground, the engineer will need to dig a narrow channel on your driveway or in your garden to connect your house to our fibre network. The engineer will agree with you the most effective route and will leave your property as close to how we found it.
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