Getting installed

Your roadmap to install day & beyond!

WELCOME TO THE FAST LANE

Whether you’re signing up or pre-ordering our service, we’ve got you covered.

SIGNING UP

Once you’ve signed up, if your street is already Grain-ready, we’ll give you a call to organise your free standard installation.

PRE-ORDERING

If your home isn’t quite ready to connect yet, and you’re pre-ordering the service, we’ll give you a shout the moment we’re ready.

The best part? You won’t pay a penny until your new Grain service is up and running!

Once you’ve signed up and your home is ready to connect, we’ll reach out to confirm your installation date and time. At this point, we’ll discuss your preferred router location, how we’ll route our fibre cable, and determine if the property is standard, non-standard or complex.

If a non-standard or complex install is required, an on-site survey may be carried out – we will let you know if you need to be present for the survey.

Once we’re good to go, you’ll receive an email with all the details, including a window for when our team will arrive (We have two appointment slots – between 9am – 1pm or between 1pm – 5pm).

How can I make sure my install goes smoothly?

Here’s a few things you can do before the big day to make sure this goes smoothly:
1. If you live in a rental property, make sure to ask your landlord’s permission – we’ll need to drill a small hole in the wall for the fibre cable to go through.
2. Our routers are wall mounted, this will give the fibre optic cable maximum stability and protection, if you have a preferred location in the room where our engineer is completing the install, please let them know before work proceeds.
3. Before we attend, check your space to make sure there’s easy access to where we’ll be working and remove any obstacles around the installation area.
4. If you have any renovation works on going or planned, please make sure the route and room for install are clear so our engineers can complete the installation.
5. When booking your install, we’ll agree the location of your Grain router with you. If you change your mind, let us know in advance so we have the right equipment to install you on the day.
6. Your Grain router requires a power connection, so make sure there is a socket within 1 meter of the router location.
How long does an install last?

Depending on the kind of install, it can typically take 2 hours to get your home connected.
What if I need to reschedule?

These things happen and you can let us know on live chat or by calling or emailing us. If you need to reschedule, just let us know as soon as possible, and at least 24 hours before your appointment to avoid any missed appointment charges — we’re here to make things as convenient as possible for you.

Our friendly install engineers will arrive within the scheduled window to work their magic. They’ll introduce themselves, review the plan with you, and get to work.

Set-up

We’ll install the necessary equipment and ensure it’s properly connected and configured. This includes connecting your router and any additional devices you’ve chosen.

Testing

Our team will test the set-up to ensure everything is working correctly. We’ll check your internet speed and connectivity to make sure you’re getting the service you signed up for.

Demo

Once everything is set up, we’ll give you a quick walk-through of your new system. We’ll show you how to use your new equipment and answer any questions you might have.

Don’t worry, before we wrap up, we’ll make sure the area is tidy and everything’s ship-shape. If there’s any burning questions, this is the time to ask – our team are all ears.

Remember

Don’t move your router – it has been professionally installed and shouldn’t be moved or removed. Removing it may cause problems, and it’s never a good idea to mess with live cables! If you do need to move the router, please contact our friendly team who can assist.

More answers to your burning questions...

What's the difference between 'live' and 'not live'?

If we’re live at your address, great news – we’ll be able to install your home or business straight away!

If we’re not quite live at your address, this means we’re working hard to make our service available to you. If you see a great offer available in your area, you can still pre-order our service and reserve the amazing deal until our network is ready. Then, we’ll get in touch to book your install.

Not sure if you’re live or not? Check your postcode!
When will my street go live?

We can only ever estimate a date for going live, as we work with a number of third parties to secure permission, carry out work and then complete the connection to the network. Rest assured, when you pre-order, we never charge any money until we do go live and you are connected, and your great value offer is always reserved until we confirm the go live date!
What if you can't do an online property inspection?

Don’t worry, some installations require more thought than others. An engineer will visit your property and conduct a survey to determine the best way to install your Grain broadband line. This ensures your new service is installed safely and securely.
Is my install free?

We provide a free standard installation, which normally involves installing the router at the front of your home. If you wish to have your router in a different place, we can normally accommodate this. A member of our team will review your request and let you know beforehand if there is an additional cost involved.
Do I need permission from my landlord?

If you are living in rented or shared accommodation, you should ensure that you have the relevant permission to allow the installation to go ahead. You can let your landlord know that only minimal adjustments are required for us to install the property, and everything from cabling to router placement is professionally managed by our engineers.
Do I need to be present for the installation?

A decision maker over the age of 18 needs to be home when the installation takes place. The decision maker should be aware of the installation route and location of the router or have authority to make a decision. If we are completing a complex or non-standard install, this will have been pre-agreed with the account holder.
Do I need to set-up the router?

Nope! Gone are the days of setting up your own router, we take care of that for you. Our slick router is packed with a powerful punch, and is mounted on your wall, out of the way.