The broadband connection you can get will depend on where you live, the available technology, and what providers are operating in your area. You may be getting a new connection when:
- You change your broadband and home phone service technology with the same provider, for example when you are moving to fibre;
- You switch your service to a new provider; or
- When your current provider contacts you to let you know, they are upgrading your connection.
Home phone and broadband services are changing, as steps are being taken to enhance and upgrade the network over time. The copper networks are based on older technology. New network technologies are being rolled out, including full-fibre services to increasing parts of the country.
Before you change your broadband connection – things to ask your provider
On signing up to a new connection, or where your provider has informed you that that they are upgrading your connection, you should talk to your provider about your circumstances and how the broadband service will work for you.
Ask your provider about:
- The type of broadband service connection that will be provided.
Will the service be delivered over fibre, fixed wireless or another technology?
- Any changes that will be made to your home phone.
Will your home phone line still work and will the location of the phone in your house change?
- Whether new equipment will be provided.
Such as a modem, or a digital phone to make landline phone calls over VOIP (Voice over Internet Protocol)?
- Retaining your home phone number or porting the number to the new provider.
Make clear to the provider that you will be keeping your existing phone number if required.
- Any possible limitations and/or impacts of the broadband service connection within the terms and conditions of your contract.
Including in the event of a power failure, ask them to explain the terms so that you can understand the conditions of service.
- Whether a battery backup device is likely to be required.
A digital phone may only work in a power cut if it has a battery backup to power your modem. This would be an important consideration so that you can continue to use your home phone to make and receive calls including to contact the emergency services, on a temporary basis, during a power cut, if access to a mobile is not available.
- Whether connected devices will be affected and if so what steps to take.
Such as any medical alarms, panic buttons, security alarms or fire alarms which may be connected to your landline technology. For example a personal alarm, through the Seniors Alert Scheme (SAS). Check what steps you can carry out and whether you need to talk to the provider of these services. You may need to obtain a new connected device before the new broadband connection is installed, to ensure connected devices continue to work. In the case of medical alarms, advise your service provider and technician that these are critical and that you need to ensure that they are connected.
- The facility to register requirements for people with disabilities and who require extra help.
If you are a person with disabilities and have additional needs, providers have a register, so they can better help customers with disabilities. You may need to make your provider aware of your needs and register your requirements.
- Whether your provider has a dedicated contact channel for customers who require extra help.
If you are an older customer and have additional needs, some providers may have support services through a dedicated contact channel, so they can better help these customers.
- The process for installation.
Discuss how you are currently connected to broadband and/or home phone. What way is the new technology going to be connected? Is a technician appointment required to look at how to install the broadband service connection at your house? What company is the technician appointed from? Is there an additional cost involved? Whether it’s a standard installation or additional works are needed when connecting to this new service at your house?
- What are the next steps?
When will the provider contact you to confirm a technician and/or installation appointment date? How will you be contacted about the date of the technician visit or if it is to be rescheduled? The technician may be from a different company to your provider. The technician site visit and installation could happen at the same time.
- Updates on the progress of getting connected.
Discuss how you are to be kept informed.
Before a technician visits your home – how to prepare
Once your provider has confirmed that a technician visit is required at your home to get connected, and contacted you to set the appointment, there are things you can do to prepare and discuss with them. The technician may be from a different company to your provider.
The technician will look to confirm:
- Where to install equipment, both inside and outside your home
- Whether it’s an overhead or underground connection
- If there is anything that could impact the installation. For example, tree branches close to poles or the need to dig up driveways
- Any non-standard requirements such as extra poles and civil works
How to prepare before the visit:
- Ensure to give yourself enough time to prepare for the date of the visit.
- Set aside time to spend with the technician on the day of the visit to discuss and agree all the requirements for the new connection.
- In the case of medical alarms, advise your service provider and technician that these are critical and that you need to ensure that they are connected.
- If you rent your property, ask your landlord for permission before the appointment and discuss if they would like to be present at the appointment.
- Check with the manufacturer of any of your connected devices such as medical alarms, panic buttons, security alarms or fire alarms, which may be connected to landline technology. Whether new devices are required to be purchased and installed.
- Consider where the best place is for a new line to enter your home as in some cases a hole must be drilled in the wall. Consider what is on the inside of this area and whether it permits access to the new line.
- Consider your ideal central point in your home for your modem and Wi-Fi unit, with access to a power socket. You can discuss this with the technician.
- Discuss the installation with the technician and agree on the plan of work to do the install.
During the installation – what to expect
Before your installation, your provider will contact you to confirm your installation appointment, or it can be rescheduled. On the day of the installation, it’s best if you, and/or another authorised person, are available to agree the plan and discuss any questions that may arise.
Installation checklist to discuss with the technician:
- The installation process and agree the plan before starting work.
- How long the installation will take.
- What outside works will be needed to connect to the house.
- Agree where the wires will enter the house
- Agree where the connection box will be positioned and what power sockets will be needed.
- What are your home phone wiring requirements.
- Will there be any down time that may affect your services so you can plan appropriately.
- In the case of each of your connected devices, how you will manage setting them up on the new service.
- If you have any additional needs and new essential connected devices such as medical alarms, panic buttons, security alarms or fire alarms that need discussing to ensure they are set up correctly. In the case of medical alarms, advise your service provider and technician that these are critical and that you need to ensure that they are connected.
- Agree your Wi-Fi modem location. Internal wiring may be required to locate the modem in the best possible position in the home.
- Check your services and devices are working once installation is complete.
- Agree if a follow up appointment is required if any additional work needs to be done to complete the installation or if there are issues with the service.
- Agree how the appointment will be made if a further technician appointment is needed to complete the install.
- Ask how you will be kept updated on the progress of fixing any connection issues.
- Ask how to contact the provider if there are any service issues after the installation is complete.
For help with any connectivity issues after installation see our guide to get the most out of your broadband and home phone. We have further advice and information if you are switching providers.
