Frequently Asked Questions
Why have I received this letter?
The full fibre broadband installation within your building has now been completed. You can now access full fibre broadband services if you choose to do so.
Do I need to do anything?
If you're happy with your current broadband service, you don't need to take any action.
Do I have to change broadband provider?
The choice is entirely yours. You can continue using your current provider and package if you wish.
Will my personal details be shared with Openreach, their subcontractors, or any other third-party contractor or consultant?
No.
Aster will not share residents' personal data with Openreach, their subcontractors, or any other contractor or consultant as part of the survey and installation works programme.
The works are undertaken within external and communal areas of the building and do not require access to individual resident information.
Will any photographs or video recordings be taken?
There will be no video recording or drone photography undertaken as part of this programme.
Openreach (contractors) and Fortium (consultants) may take photographs of communal and external areas to record survey findings, fibre cable routes, installation details, and fire-stopping works.
Photographs will not be taken within residents' homes.
If a resident is present in a communal area when photographs are being taken, they will be asked to move aside temporarily to ensure that individuals are not captured in the images.
Photographs are used solely for programme delivery, quality assurance, compliance, and building safety records.
What are the benefits of full fibre broadband?
Full fibre broadband can provide:
- Faster download and upload speeds
- Improved reliability
- Better support for streaming services
- Better support for video calls and home working
- Improved performance when multiple devices are connected
- The speeds available will depend on the package you choose.
How do I choose a broadband provider?
There are many broadband providers offering services over the Openreach network.
Before making a decision, you may wish to compare:
- Monthly costs
- Contract length
- Download and upload speeds
- Installation charges
- Customer service ratings
- Additional services such as TV packages or home phone services
- Aster does not recommend or endorse any particular broadband provider.
How do I order a full fibre broadband service?
You can contact a broadband provider directly or use an independent comparison website to compare providers, speeds and prices available at your address.
Once you've selected a provider, they will explain the services available and arrange any appointments required.
Will there be any costs if I order a service?
The building infrastructure has been installed at no cost to residents.
However, any broadband service you choose to purchase will be subject to the prices and terms offered by your chosen provider.
I am on a low income or receive benefits. Are there any discounted broadband packages available?
Yes
Many broadband providers offer Social Tariffs, which are discounted broadband packages for people receiving certain benefits such as Universal Credit, Pension Credit, Income Support and other qualifying benefits. These packages are often significantly cheaper than standard broadband contracts while still providing a reliable internet connection.
To find out whether you are eligible and to view the latest list of available Social Tariffs, please visit:
https://www.ofcom.org.uk/phones-and-broadband/saving-money/social-tariffs
Please note that Aster and Openreach do not provide broadband services directly and cannot advise which provider or package is best for your circumstances.
Will an engineer need to visit my home?
Possibly.
Your chosen provider will advise whether a home visit is required and arrange any appointment directly with you.
What is the Resident Fibre Installation Guidance Sheet?
The guidance sheet explains Aster's building safety requirements for broadband providers carrying out installation works within your home.
If an engineer visits your property, please provide them with a copy before any work begins.
Will my broadband provider need permission from Aster?
The resident is responsible for arranging broadband services within their home.
However, providers should follow the requirements set out within Aster's Resident Fibre Installation Guidance Sheet.
Will my current broadband stop working if I don't upgrade?
No.
Your existing broadband service will continue to operate as normal unless you choose to change provider or package.
Who do I contact if I have a problem with my broadband service?
You should contact your broadband provider directly.
Who do I contact about the fibre infrastructure installed within the building?
Email us at fibre@aster.co.uk or call our Contact Centre on 0333 400 8222