Frequently Asked Questions
Why have I received this letter?
We're working with Openreach to bring full fibre broadband infrastructure to your building.
Depending on where your building is within the programme, the letter may be informing you about upcoming surveys or installation works.
What is full fibre broadband?
Full fibre broadband uses fibre optic cables instead of traditional copper telephone lines.
This can provide faster and more reliable broadband services, better support for streaming and video calls, and improved performance when multiple devices are connected.
Will this work cost me anything?
No.
There is no cost to residents for the surveys or installation works being carried out by Aster and Openreach.
Do I need to change my broadband provider?
No.
You can continue using your current broadband provider and package if you wish.
Will my current broadband stop working?
No.
Your existing broadband service should continue to operate as normal during the surveys and installation works.
Why has my building been surveyed, but installation hasn’t started yet?
You may notice a gap between your building being surveyed and the start of installation work. This is quite normal. In most cases, this can take up to two months, although it may sometimes be longer if unexpected issues come up.
This is because we can only begin installation once all the necessary legal agreements are in place.
To help keep things moving, we carry out surveys in advance. This allows Openreach to plan the best fibre route through your building and prepare for any technical requirements ahead of time.
By doing this early, we’re able to start installation as soon as everything is agreed, helping to keep delays to a minimum.
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.
Why is Aster carrying out these works?
As more services move online, access to reliable broadband is becoming increasingly important.
We're investing in full fibre broadband infrastructure to help ensure residents have access to fast and reliable broadband services now and in the future.
Will you need access to my home?
Not normally.
The surveys and most installation works take place within communal areas such as corridors, stairwells, service cupboards and service risers.
If access to your home becomes necessary, you'll be contacted separately.
What will the surveyors be doing?
Surveyors will inspect communal areas to identify suitable routes for fibre cables and determine how the installation can be completed safely and efficiently.
What work will be carried out?
Engineers will install fibre cables within communal areas of the building.
The fibre cables are approximately 2mm in diameter and will be routed as discreetly as possible.
Will there be any disruption?
You may notice:
- Surveyors or engineers working in communal areas
- Occasional drilling during normal working hours
- Temporary access restrictions to small areas while work is taking place.
We'll do everything we can to minimise disruption.
How will the building be kept safe?
All works will be carried out in accordance with Aster's building safety and fire safety requirements.
Where cables pass through walls, floors or ceilings, any openings created during the works will be sealed using approved fire stopping materials.
How will I know who the surveyors and engineers are?
All surveyors and engineers should carry identification and be happy to show it if asked.
What happens when the work is finished?
We'll write to residents again to confirm when the building is fibre ready and explain how you can access fibre broadband services should you choose to do so.
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