Preparing for JT Fibre What to expect as a new JT Fibre cus customer stom mer

Congratulations on choosing to switch to JT Fibre This guide will provide de you with further information on the installation process, including details of the new equipment you’ll receive from JT and some useful tips on preparing for your JT Fibre services.

Here are a few things you can do to get ready for your installation visit, to ensure the entire installation process goes as quickly and smoothly as possible: • Firstly, if you know where your phone line enters your property then let the engineer know when they arrive. In most homes the phone line enters through a plastic duct near the front of the property. This is known as the Distribution Point (DP).

• A new master socket known as the Optical Network Termination (ONT) will be installed close to the DP. The ONT needs to be connected to a power source at all times, so a standard electrical socket will also need to be located near to the DP.

Preparing for your installation

A standard standard, free of charge, installation will cover the fitting of the ONT and connection to tthe room that provides the most direct and shortest path to the socket for your main fixed line telephone service. If you’d like this to be placed in another location charges may apply to cover internal wiring and another appointment may need to be booked to carry out the work. If you’re a JT Broadband customer you’ll also be provided with a free wireless JT Fibre Broadband router. This router will plug directly into the ONT and ideally will be at the same location. The router will distribute your new JT Fibre Broadband service to all your devices. Please note that in order to achieve connection speeds of 100Mb or 1Gb, your router will need to be connected to your computer or other device by a data network cable (Ethernet). Once the location for your ONT and router has been agreed by you and the engineer, you’ll need to think about how you’re going to connect your devices to the Internet, e.g. computers, smartphones, tablets, landline phones, smart TVs etc. If you’re not sure what type of cabling you have, or may require, our engineer will be able to talk you through all the options on the day.

Installing your JT Fibre Two engineers will attend the installation. One engineer will discuss with you where you’d like the equipment to be installed and whether this can be provided as part of our standard installation. You’ll be asked to check a survey form to ensure that the engineer has understood your requirements fully. The standard installation is free of charge, however if you require any additional work or equipment this will be chargeable. The engineer will inform you of these costs prior to carrying out any work. A second engineer will begin the installation of the new fibre cable. This is usually through the same ducting as your current copper line, so shouldn’t cause any disruption to your property externally. Please note that the fibre cable should only be handled by a trained professional. It may be necessary for you to move furniture in order to reach the location where the equipment will be installed. We may also need to drill a small hole through your wall, so be prepared for a small amount of noise and dust. Don’t worry – the engineer will clean up afterwards.

110mm wide

250mm high

The ONT (above) will be installed as standard to the closest telephone socket to your premises’ Distribution Point (DP).

The engineer will complete the installation by connecting your equipment as agreed. Before they leave they’ll test the service and if you’re a JT Broadband customer, they’ll also configure one of your devices, such as a computer or laptop. If you’re a JT Broadband customer and know your current router’s wireless network name (SSID) and password, the engineer will replicate these settings on your new router. We will endeavour to complete all customer installations in one visit. However, there may be some instances where a second visit is required to complete the installation. The engineer will inform you if a second visit is required when they’re at your premises and can assess what is required to successfully install your new JT Fibre service.

Your new equipment

ONT

When you switch to JT Fibre we will install a device in your home, which is called the ONT. If you’re a JT Broadband customer you’ll also require a new router. JT will provide you with a new wireless router free of charge.

ROUTER

Connecting your services

Top ports

Your new ONT device has several ports on the side (see image to right). Both your Landline and Broadband service will be connected to a specific port on the ONT. JT will only activate and plug in the ports which are required for your services. The top two ports will be used for Landline services. The wiring for your home phone will connect here.

Bottom ports

The bottom ports will be used for Broadband and data services. Your router will plug in here. ONT (SIDE VIEW)

Connecting additional devices to your JT Fibre Broadband service If you’re a JT Broadband customer your new wireless Fibre Broadband router will be supplied and configured by JT, free of charge. Please note that existing ADSL and cable modems are not compatible with the new fibre broadband network. Some devices may only be capable of connecting with a wired connection, so Ethernet cabling may be required between your router and these devices.

However, most devices support Wi-Fi connectivity. These will require you to set up a Local Area Network (LAN) on your new router. Please be aware that higher speed services such as 100Mb and 1Gb will not distribute at full bandwidth over a wireless connection. The engineer can connect additional devices however this will be chargeable.

What is included in a standard installation? JT will carry out the work needed to connect all Landline services from the fibre cable in the road to the agreed location of the ONT, free of charge. The ONT requires power and a 4 gang extension will be provided if appropriate. If an alternative power solution is required you’ll need to arrange this with an electrician.

We will try to install the new router at the same location as your existing router. To help achieve this we will: • Provide up to 10 metres of CAT5e cable (where necessary) using surface wiring only between the ONT and router, or • Provide up to 3 hours of labour. The detail of your installation should be discussed with the engineer before any work begins.

If you’re a JT Broadband customer our engineer will also install your new Fibre Broadband router. If you already have suitable wiring your new Fibre router can be located in the same position as your current copper router. Please be aware that you may lose one voice point, which is needed for the connection.

What may be chargeable? Surface wiring may be required in the installation of your Landline and/or Broadband service. If you do not agree to surface wiring in your property and no other option is easily available there will be an additional charge.

If you require further cabling from your router to your device we can provide Ethernet power line extenders (without Wi-Fi). We can also provide Wi-Fi range extenders to increase the reach of wireless connectivity. Please note these items come with an additional charge. Re-wiring your property may require extra CAT5e cable and this may mean a furt rther engineer visit is needed further which will also be chargea eable. chargeable.

Battery back-up The ONT requires power and in the event of a power cut any premises without a battery back-up unit will not have a Landline or Broadband service. Battery back-up for the ONT is an optional extra and will not be provided in all installations but can be purchased from the JT retail store. However, if you have a Community Alarm from JT then a battery back-up unit will be provided free of charge.

Frequently asked questions How will I benefit from upgrading? By upgrading your service to Fibre your Landline will be higher quality and have greater reliability. The real benefits will be gained on your Broadband service. You’ll be able to receive higher speeds allowing you to browse, upload, e-mail, web chat and stream HD videos with no lag or buffering. On higher bandwidth services you’ll be able to have multiple users and devices online at the same time, without a drop in service. Online gamers will be top of their leagues without high latency, lag or glitching! Can I run everything on a wireless network? Most devices that connect to the Internet are now Wi-Fi enabled, so they’ll be able to connect to your new wireless router simply and easily. It’s important to note that in order to receive a full 1Gb connection your device must be connected to your router via an Ethernet cable. Do I need to install any cables or sockets? JT will cover the cost of a standard installation of the fibre cable and the ONT. JT Broadband customers will also be provided with a new wireless Fibre Broadband router free of charge. If any new or extra cabling is required there will be a charge. Can I have my ONT and router in a different location? Ideally we’d like to place your ONT as close to the cable distribution point as possible. However, other options are available to extend this to a more central location within your home and our engineer will be able to run through all the options with you. Additional charges may be applicable. Will there be an interruption to my existing phone and Internet service? There will be a short cross over period while our engineer is on site, which will last only a couple of minutes. The engineer will be on hand to test your services are working before they complete their work and leave your property. What if I want additional internal wiring? If you require additional internal wiring that is not covered as part of the standard installation, please discuss this with our engineer. Someone from the JT team will be in touch to discuss the options. What do I do with my old unit? Your old ADSL router will not work on the fibre broadband network and you’re free to dispose of it as you wish.

Once on Fibre, will I be able to use my Landline phone if my power fails? The ONT requires power and in the event of a power cut any premises without a battery back-up unit will not have a Landline or Broadband service. Battery back-up for the ONT is an optional extra and will not be provided in all installations but can be purchased from the JT retail store. However, if you have a Community Alarm from JT then a battery back-up unit will be provided free of charge. What do I do if I cannot attend my appointment? If you’re unable to make the scheduled appointment please call our JT Fibre Switchover team on 0800 735 1094 and have your account number ready. They’ll arrange a suitable time with you. What if the engineer damages my property? In the unlikely event of damage to your property, please advise the engineer before they leave what damage has been done and they’ll complete the relevant form and make the necessary repair arrangements with you. Who pays for the electrical work? A 4 gang electrical extension can be provided free of charge and a limited degree of power distribution is available by surface wiring. If you need any additional electrical work this will need to be arranged by you. Can I use my own router? A new wireless router is now included free of charge as part of the new JT Fibre Broadband service. We have chosen a router after testing various models. What happens if something is found that delays the installation? Our engineers will talk you through what they’ve found and will explain what next steps need to be taken. There are various reasons why delays may occur, including: • Insufficient space in the cabling duct • Limited access to the joint box • Not enough capacity available • Access to a pole is required • General access problems Can the engineers who install Fibre carry out any other work whilst they’re at my house? The engineers that are installing JT Fibre are specialised in this area and aren’t able to carry out any additional work that isn’t part of the installation process. If you require any additional work, for example a new phone socket fitted, please call 882 882 to arrange an appointment.

For any other questions you may have that were not answered here, please call our JT Fibre Switchover team on 0800 735 1094

For terms and conditions visit www.jtglobal.com/fibre

For terms and conditions visit www.jtglobal.com/fibre