What happens on switch day?

Your order updates explain the agreed appointment or activation arrangements. A switch can involve activating an existing connection or installing new fibre equipment, so the work and timing vary.

Before the appointment

Read the appointment details, make sure someone can provide access where required, and keep the proposed cable route and equipment location accessible. If you rent, arrange any necessary permissions. Do not remove network equipment or disconnect fibre cables yourself.

During installation and activation

An engineer visit is needed only where the order requires it. The amount of work depends on the property and existing connection; do not assume a fixed visit duration. Keep the existing service in place until the switching or cancellation arrangements have been confirmed. Some interruption can occur, so keep a backup connection available for essential work or calls.

After the connection is live

Connect the router as instructed, then test an Ethernet device and your Wi-Fi devices. Our router setup guide explains the basic checks. If activation has not completed as expected, contact Exascale with your order reference and appointment details.

For the earlier steps, see how to switch to Exascale. Keep any old equipment until your previous provider confirms its return instructions.

Continue with the right guide

For the practical next step, read How to switch your broadband to Exascale and Getting started: Setting up your Exascale router.

For independent guidance, see Ofcom’s broadband switching guidance.