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Fibre to the Premises on Demand (FOD) – Process Guide
Fibre to the Premises on Demand (FOD) – Process Guide

Fibre on Demand (FOD) allows customers to extend our full-fibre network to their property for a one-time fee, giving them access to our GIG pricing and speeds.

Updated over 2 weeks ago

This guide explains each stage of the process, what to expect, and key points where decisions must be made.

What to Expect from a Fibre on Demand Order

Fibre on Demand follows a multi-step process to assess feasibility, conduct a site survey, and—if needed—complete custom construction work.

Key Things to Know:

  • The site survey requires an upfront non refundable fee (£250 + VAT).

  • If additional construction work is required, you’ll receive a quote before committing.

  • You can cancel without penalty before accepting construction charges.

  • 🚨 Once you approve and pay for construction work, you are fully committed to the contract.

📌 Fibre on Demand: Step-by-Step Overview

1️⃣ Check Route Feasibility (Free) → See if we can build to your home or business.

2️⃣ Survey (£250 + VAT) → In-depth route assessment.

3️⃣ Construction Quote (If Needed) → Accept or cancel (final decision point).

4️⃣ Construction Work Begins → Fibre is built and delivered to the address.

5️⃣ Final Installation → Internal installation & service activation.

Step 1: Initial Route Check (7 Days)

When a customer expresses interest in FOD (Fibre On Demand):

  1. Pine Media Plan the route and calculate the initial installation costs based on materials, labour, and scope of the work required. This does not include any costs for additional work that might be needed to clear infrastructure defects such as duct blockages.

  2. We assesses feasibility and confirm the standard installation costs.

  3. Installation costs are sent to the customer. This includes:

  • The agreed monthly contract

  • Any applicable installation fees

  • Survey Fee

Step 2: Survey (14 Days)

Once the customer accepts the estimate:

  1. We Issue a £250 + VAT invoice for the site survey.

  2. We assess the route and flag any potential build challenges.

  3. Any infrastructure defects that need resolving for the route to be delivered are calculated.

Step 3: Construction Quote & Commitment 🚨 (Final Decision Point)

After the survey:

  1. Pine Media reviews the survey results to determine if additional work is needed.

  2. If no extra charges apply, the order moves to the field team for installation. At this point, the customer is fully committed to the contract.

  3. If Excess Construction Charges (ECCs) apply, they are quoted and approved by the customer before work begins.

🚨 Final Decision: No Going Back!

  • If additional construction is needed, we’ll send you a quote. You can cancel for free at this stage if you decide not to proceed.

  • ✅ If you accept and pay, we begin construction, and you are fully locked into your contract.

  • ❌ No cancellations or refunds will be possible once work starts.

Step 4: Infrastructure Build & Fibre Deployment (Up to 90 Days)

Once ECCs (if applicable) are paid:

  1. The project moves to construction, where our field team builds the fibre infrastructure to the property.

  2. The customer is now fully committed to the contract.

  3. After the infrastructure is delivered, the order is handed over for final installation.

We understand that customers value timely updates throughout the order delivery process. However, due to the nature of the work, there won’t always be substantial updates to share—particularly when fieldwork requires permits that are awaiting approval. In most cases, you won’t hear from us until closer to the 90-day mark. While we’re committed to a swift handover, delays can occur, especially in areas that are more challenging to build. If we encounter significant delays, our team will update the target delivery date on your order.

Step 5: Final Installation – You’re Nearly There!

Once the fibre build is complete, we’ll book your installation just like a standard order:

  • An engineer visits your property to install the router and test your connection.

  • The process is quick and hassle-free.

  • Once installed, your service goes live same day—enjoy full-fibre speeds! 🚀

Additional Benefits: Neighbour Contribution & ECC Discounts

To help reduce costs and encourage uptake, we offer incentives for customers who bring in neighbours:

  • For every additional order in the area, £700 is deducted from ECCs until the total reaches £0.

  • For leased lines, the deduction doubles to £1,400.

Encouraging neighbours to sign up can significantly lower costs for everyone involved.

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