Not everyone needs an engineer to visit, sometimes we simply have to get your existing provider to deactivate your current service to let us take over the existing fibre cables and get you onto the Cuckoo package you chose.
Other times, you'll have to have an engineer come out (you'll have made your appointment at the time of booking).
When the day arrives, you'll get an email from us, asking you look out your eero (which would have arrived a couple of days earlier) and to download the eero app and set up an eero account. You can find more info on this in our Downloading your eero app article.
If you don't need an engineer, you might find that you're offline for a couple of hours while switches are switched and buttons are pushed to get you online. We'll send you an email to let you know when your line is active.
If an engineer is due, you'll be contacted by our engineer to advise that they are on their way.
Once the engineer is on site, they'll introduce themselves and provide ID and talk you through the process before they begin.
Depending on how we've built our new network in your area, they'll either:
bring the connection to your home either overhead using a nearby telegraph pole, or underground by digging a narrow channel up to your access wall. The team will agree the most effective route possible. We'll then connect your home by putting a new connection box on the outside of your property, and a smaller one on the inside of it where it won't get in the way.
check that the equipment that's been installed previously is still working and take action to ensure that any faults they spot get fixed.
When your home is connected, the team will carry out several quality tests to confirm your new fibre broadband works.
From start to finish, the install can take between 2 and 3 hours.
You should then receive another email from us to say that the installation has been successful and that your line is active. Then it's time to begin Setting up your eero network.
Other articles you may find useful:
If you have any questions, contact us.