When you order a Fibreline circuit through Gradwell you are requesting that a dedicated connection is made between your premises and the exchange. This requires a bespoke build and therefore we manage your order carefully in order to successfully provision your circuit.
This article aims to give you an overview of the provisioning process so that you understand the delivery journey. We generally aim to provision a new Fibreline within 90 working days, however this is always subject to change and may be impacted by issues that are encountered during the order journey.
If you have any questions during the ordering process then our dedicated onboarding team will be on hand to answer your questions.
Unfortunately, even if you’re in a hurry, because a Fibreline order is a complex process we are unable to expedite the order with the aim of completing it faster.
Once we receive an order form our onboarding team spot check it and then submit it for provisioning.
To place an order we will need to know the address, site contact for any onsite work (who will need to be present - we will always notify you of appointment timeslots in advance) and where the circuit is to terminate (for example, in a comms room).
Please note that it is important to be sure at point of order where you want the circuit to terminate, as this cannot be changed at a later date without the order returning to the site survey phase.
After placing the order there is a planning phase where Openreach will plan how they will get the fibre circuit from the exchange to your premises.
A site survey will be performed by Openreach. This is when they check their plan of how the circuit is to get to you and will include an appointment at your premises to check how they will terminate the circuit within your building (including if there are any obstacles, such as internal walls).
Sometimes issues are identified during the site survey, however occasionally they manifest later in the order delivery (for example, a length of ducting that Openreach planned to use is unexpectedly already at capacity).
Site survey results
We will be notified of the site survey results which outline whether there are any Excess Construction Charges (ECCs) payable. ECCs cover the additional costs of providing the circuit and can include activities such as clearing underground ducting, drilling through walls and laying additional cabling.
Where possible existing infrastructure is used to minimise ECCs, however as the fibre network is not as extensive as the traditional copper network this additional work is occasionally required to complete the order. The first portion of construction charges are automatically covered by Openreach as part of the main installation, so there are cases where even though some work is required you will not need to pay any excess charges at all.
If ECCs are payable, we will inform you and you have 30 days in which to decide whether to accept them or cancel the order without penalty. Once we have received acceptance of the ECCs from you and payment we will progress the order further. This period is not counted as part of the lead time for the order.
Please note that once ECCs have been paid, or if none are payable and the order progresses, cancellation charges can apply and are set out in the service annex signed as part of your Fibreline order.
We are often asked if further ECCs can become payable later in the order. The answer is no, if during later work additional costs are identified (eg a blocked duct is found) then Openreach will meet the costs of this themselves.
Site surveys can also identify the need for a wayleave. This is an agreement for Openreach to perform work on privately owned land and also maintain and repair any network equipment. If this is the case you will be notified.
Engineering works (ducting/cabling/jointing)
Once the order is progressing then any work needed to provision your line is carried out.
Occasionally at this stage unexpected problems are uncovered and the order may be delayed. We will aim to keep you informed at every step of the journey.
This work may also take longer than hoped when the order was placed because of delays due to needing to close off roads or footways to complete work, which require agreement and scheduling from the local council. This is usually identified as part of the site survey but occasionally the need for this comes to light after work has commenced.
We will notify you of a date for a circuit externals appointment. During this appointment an engineer will run the fibre circuit up the external wall of your building.
Fit and test
After the circuit externals are complete we will notify you of a fit and test appointment date. During this appointment the final run of fibre will be laid and termination equipment installed at your chosen location.
The circuit will now enter a 10 working day testing phase, where we ensure that it is fit for service. Once ready, we will send you confirmation and you can start using your circuit.