• Our engineers will arrive at your property in a marked vehicle. This vehicle will be sign-written in either Transmitair, Rapier Systems or CabledIT graphics. All three of these names are part of the same group of companies.

• Our engineers will be wearing company branded workwear and will have identification badges to prove who they are. If you are in any doubt, you should call our office immediately on 0345 299 3008 and ask for verification.

• Our engineers are usually on a busy schedule, with several tasks to complete each day, so please allow them to do their thing, because they will try their very best to get you connected.

• Our engineers will firstly establish whether or not your property has line-of-sight to the location of our base station / transmitter site. To achieve this, they may need to erect a ladder and lean it against your property. They may require to do this at several positions around your property and this will only be required in order for your property to achieve the best and most optimal signal from our base station / transmitter. They will not permanently fix anything to your property at this stage, nor will they require electricity from you, as they are able to power our equipment from their vehicle for the purpose of the test.

• Upon completion of the line-of-sight check, our engineers will inform you whether or not they are able to connect your property on the day or if additional measures are required to connect your property or in the worst possible case, that we are unable to connect your property to our network at this time.

• If our engineers deem that they are able to connect your property, they will inform you where they wish to place the antenna externally and how this will be affixed to your property. The fixing method used will be determined by our engineers on the day and will be based primarily on us ensuring that, once fixed, the antenna will not move, is out of harms way, but is also accessible by us in future, should we need to revisit for maintenance purposes. If at all possible, our engineers will provide you options as to where the antenna can be mounted and you will be free to choose whichever suits you best (it is your property after all), but this isn’t always possible and if this is the case, our engineer’s decision must be final. Please bear in mind, our engineers are trying to achieve the best possible connection speed to your property.

• Once a location has been selected to mount the external antenna, our engineers will then install it and then install a cable from the antenna mounted externally to the location of the internal Wi-Fi router, which they will have with them on the day. The cable will be clipped to the external fabric of your property using the most appropriate method. Generally this will be a moulded cable clip, complete with a galvanised masonry nail attached and this nail will be hammered into the building fabric to keep the cable in place. The cable colour (black or white) will be decided by the engineer on the day and will be chosen based on the colour which they believe to blend best with the external colouring of your property. The engineer will drill a small (usually around 8-10mm) hole through your property to allow the cable from the antenna to pass into your property. This hole will be drilled in the vicinity of the chosen location for the new Wi-Fi router.

• The location of the Wi-Fi router will be yours to make, however please bear in mind that our engineers are not permitted to install cabling internally to your property, so the location you choose must be next to an external wall and a standard UK 3-pin socket must also be near to your chosen location, as this is needed to power the router. If the location you prefer is not achievable, our engineers will ask you to provide an alternate location or may suggest an alternative location. Please bear in mind the router we provide does have Wi-Fi built in, so you will be able to connect your devices no matter where the router is installed*.

• Our engineers will install a white back box and faceplate at the location of the router. This will be the termination point for the cable to the external antenna and what we refer to as a demarcation point.

• From this demarcation point, you may elect to extend the cable to other locations within your property by yourself or for an additional fee, you may want us to install further cabling or other complementary products within your home. Please ask about the other value-added services we offer in relation to Smart Home, including CCTV, Ethernet Cabling, etc.

• Our engineers will then test the cable between the router and antenna to ensure its integrity.

• To complete the installation, our engineers will fit a cover externally, where the cable enters your property. This cover will be attached using screws and finished with silicone sealant and is designed to stop anything entering your property via the hole we’ve drilled. Again, this cover is coloured and the engineer will choose the most appropriate colour to blend in with your property.

• Our engineers will then plug the router into an electrical socket inside your property and switch it on. They will then complete their checks to ensure it works as prescribed and that it is able to achieve the Broadband Package speeds you have chosen. They will also provide an indication at this point as to whether they believe you might be able to achieve a faster speed than that which you have chosen. This is purely information for you and is designed to allow you to know you have an upgrade option should you wish.

• Our engineers will tidy any mess made during their visit and have vacuum cleaners in their vehicles, meaning they won’t need to borrow one from you.

• Our engineers will then show you the speed achieved and the completed installation. They will answer any questions you have at this time and they will then ask you to sign off the installation on an electronic tablet device.

• They will then wave you goodbye and move to their next installation.

*Our routers are class-leading, but whole house coverage is based on an average size 3-4 bedroom two-storey property. We cannot therefore guarantee that a strong signal will be available throughout your property. If additional coverage is required, we can supply (at additional cost), boosters or additional Wi-Fi Access Points. Please ask a member of our team for further details.