City Fibre Product Information
City Fibre SoGEA and FTTP connection fees
City Fibre Business FTTP Standard and Premium
Cancelled Installations and Missed Appointments
Working line transfer / CP Migrations
City Fibre Business FTTP
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160Mb | 1Gb Standard | 1Gb Premium | 1.2Gb | 2Gb | 2.5Gb |
| Underlying Network | XGS-PON/GPON | XGS-PON/GPON | XGS-PON/GPON | XGS-PON/GPON | GPON | XGS-PON |
| Symmetrical | Yes | Yes | Yes |
Yes (XGS-PON) No (GPON) |
No | Yes |
| Max Download speeds | 160Mbps | 1Gbps | 1Gbps | 1.2Gbps | 2Gbps | 2.5Gbps |
| Upload speeds | 160Mbps | 1Gbps | 1Gbps |
1.2Gbps (XGS-PON) 1Gbps (GPON) |
2Gbps | 2.5Gbps |
| Committed rate download | 10Mbps | 70Mbps | 100Mbps | 70Mbps | 70Mbps | 70Mbps |
| Committed rate download | 10Mbps | 35Mbps | 40Mbps | 35Mbps | 35Mbps | 35Mbps |
| Fix SLA | Next working day | Next working day | 8 business hours | Next working day | Next working day | Next working day |
| ONT Models |
Calix GP 1007x Calix GP1100X Nokia XS-010X-Q |
CAlix GigaPoint 801Gv2 Calix GP 100G |
Calix GP 1007x Calix GP1100X Nokia XS-010X-Q |
Calix GP 1007x Calix GP1100X Nokia XS-010X-Q |
Calix GP 100G |
Calix GP 1007x Calix GP1100X Nokia XS-010X-Q |
City Fibre Residential FTTP
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|
160Mb | 1Gb Standard | 1.2Gb | 2Gb | 2.5Gb |
| Underlying Network | XGS-PON/GPON | XGS-PON/GPON | XGS-PON/GPON | GPON | XGS-PON |
| Symmetrical | Yes | Yes |
Yes (XGS-PON) No (GPON) |
No | Yes |
| Max Download speeds | 160Mbps | 1Gbps | 1.2Gbps | 2Gbps | 2.5Gbps |
| Upload speeds | 160Mbps | 1Gbps |
1.2Gbps (XGS-PON) 1Gbps (GPON) |
2Gbps | 2.5Gbps |
| Committed rate download | 10Mbps | 70Mbps | 70Mbps | 70Mbps | 70Mbps |
| Committed rate upload | 10Mbps | 35Mbps | 35Mbps | 35Mbps | 35Mbps |
| Fix SLA | Next working day | Next working day | Next working day | Next working day | Next working day |
| ONT Models |
Calix GP 1007x Calix GP1100X Nokia XS-010X-Q |
CAlix GigaPoint 801Gv2 Calix GP 100G |
Calix GP 1007x Calix GP1100X Nokia XS-010X-Q |
Calix GP 100G |
Calix GP 1007x Calix GP1100X Nokia XS-010X-Q |
City Fibre SoGEA and FTTP connection fees
| Type | Description | Billing |
| CityFibre FTTP New line activation standard | e.g. Ground floor, Main building, 15 meters boundary to building. Standard new line activation involves setting up a new broadband service by installing fibre infrastructure, activating the service, and providing a straightforward setup for reliable, high-speed connectivity with minimal lead time. | One off charge |
| CityFibre like for like CP migration CP migration | involves transferring a customer’s existing broadband service to CityFibre, maintaining the same service features, such as speed and bandwidth, with minimal disruption and no significant changes. | One off charge |
| CityFibre FTTP new line activation non-standard residential | e.g. Long Driveway A CityFibre new line activation non-standard involves setting up a service with custom requirements, such as complex configurations or specialised equipment, leading to longer lead times. | One off charge |
| CityFibre FTTP new line activation extended standard | e.g. Shared driveway, flat above shop, MDU A CityFibre FTTP new line activation extended standard involves installing a new broadband service with additional work, such as longer installation times or extra cabling, but without custom configurations. | One off charge, subject to survey |
| CityFibre FTTP new line activation non-standard Business* |
A “CityFibre new line activation non-standard business” involves setting up a full-fibre connection for businesses requiring custom installations, wayleave agreements, additional infrastructure, or extended timeframes due to unique challenges. *In addition to Standard rate install fee |
One off charge |
| CityFibre FTTP new line activation complex business | CityFibre FTTP new line activation for complex businesses refers to the setup of full-fibre connections that require additional work due to unique challenges. This could involve custom installations, securing wayleave agreements, adding infrastructure, or handling extended timeframes to meet the specific needs of the business. | One off charge, subject to survey |
City Fibre Business FTTP Standard and Premium
| What is standard | FTTP standard connections come with a next working day fix SLA |
| What is premium | FTTP premium connections come with a 8 business hours fix SLA |
All City Fibre Residential FTTP connections come with a next working day fix SLA.
Appointment Slots
City Fibre Appointment Slots - Residential Install
Where an appointment is required for a Residential Install:
- Standard Installation, CityFibre will offer various available Appointment Slots, at least one of these available Appointment Slots shall be within five Business Days from the Business Day after the order is placed.
- Extended Standard Installation, CityFibre will offer various available Appointment Slots, at least one of these available Appointment Slots shall be within 10 Business Days (or a longer period if required in accordance with the relevant Third Party Asset Provider's processes) from the Business Day after the order is placed.
- Non-Standard Installation, CityFibre will offer various available Appointment Slots, at least one of these available Appointment Slots shall be within 10 Business Days (or a longer period if required in accordance with the relevant Third Party Asset Provider's processes) from the Business Day after the order is placed.
- The customer may choose any of the available Appointment Slots with such choice being the Confirmed Appointment Slot.
- Appointments Slots are Monday to Friday (excluding UK Bank Holidays):
- in the morning (from and including 08:00 to 13:00);
- in the afternoon (from and including 13:00 to 18:00);
City Fibre Appointment Slots - Business Install
Where an appointment is required for a Business Install:
- Standard Installation, CityFibre will offer an appointment slot, a minimum 20 business days from the business day after the day on which the service request is received
- Extended Standard Installation, CityFibre will offer Appointments on a case-by-case basis.
- Non-Standard Installation, CityFibre will offer Appointments on a case-by-case basis.
- Complex installation, CityFibre will offer Appointments on a case-by-case basis.
- The customer may choose any of the available Appointment Slots with such choice being the Confirmed Appointment Slot.
- Appointments Slots are Monday to Friday (excluding UK Bank Holidays):
- in the morning (from and including 08:00 to 13:00);
- in the afternoon (from and including 13:00 to 18:00);
Cancelled Installations and Missed Appointments
Partners may cancel a Confirmed Appointment Slot up to midday on the Business Day prior to the
date of the Confirmed Appointment Slot without payment of a Connection Cancellation Fee or an
Aborted Installation Fee. If a Confirmed Appointment Slot is cancelled by a partner on or after midday
on the Business Day prior to the date of the Confirmed Appointment Slot, a Connection Cancellation Fee shall be charged. If customers miss or are unavailable for a Confirmed Appointment Slot a fee
shall also be charged.
Types of Installation
| Type | Criteria Guidelines | More Information |
| Standard | Property boundary to building entry point is circa 15 metres. ONT is on the same floor level to entry point A 230v power source is within circa 1.5 meters of entry point. |
Whats included a) a Fibre Lead-in connected from the Fibre Access Point to an External Termination Point at the most practical and appropriate point on the Premises; b) an extension of the Fibre Lead-in from the External Termination Point (there shall not necessarily be a break in the Fibre Lead-in at the ETP) to the ONT; c) the supply and installation of the ONT within the installation address isin a location agreed with the End User and within 10 metres of the External Termination Point; and d) completion off the “Installation Acceptance” |
| Non Standard |
Property boundary to entry point is over circa 15 metres Alternative location of ONT required Partner equipment install / testing required End customer internal cabling required. A Non-Standard Installation must meet the following criteria: a) the End User provides power for the ONT (230v) and such power source is within one and a half metres of the ONT; and b) the fibre is surface-mounted (and not recessed) where installed on any walls |
If any the criteria above are not met, CityFibre may abort the Installation and may charge the customer an Aborted Installation Fee. The time taken by CityFibre to complete a Non-Standard Installation may extend beyond the time of the Confirmed Appointment Slot due to any additional complexities to the Installation as against a Standard Installation. |
| Extended Standard Installation |
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Extended Standard Installations are subject to an Extended Standard Installation fee. Fee subject to survey. For Extended Standard Installations an additional survey, route planning or wayleaves, easements or rights of way may be required. CityFibre shall arrange for any survey or route planning to be conducted on or prior to the Confirmed Appointment Slot. If an extension to the Confirmed Appointment is required the customer will be informed as soon as reasonably practicable, no later than the Business Day preceding the date of the Confirmed Appointment Slot. If no extension is confirmed by CityFibre on or before the Business Day preceding the date of the Confirmed Appointment Slot, CityFibre shall complete the Extended Standard Installation on the Confirmed Appointment Slot. |
| Complex Installation |
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Means an installation to RFS premises that CityFibre determines is not capable of being connected through the completion of the Standard Installation process, Extended Standard installation process, or Non-standard installation process. |
Premises Status
Each Passed Premises that is forecast by CityFibre to become Ready for Service “ RFS ” in each City
shall be classified or identified by one of the following premises statuses:
| Premises Status | Description |
| Ready for Service - RFS |
A Passed Premised is "RFS" when Supplier has added it to the Supplier System as "RFS", which it may do when each of the following criteria have been met: Supplier's Network has been terminated or is readily able to be terminated at the E-NNI in the corresponding POP; Fibre is (or is readily able to be) presented at the Fibre Access Point (via ducting, aerial, or other apparatus) in line with paragraph 0 of this; and To the extent applicable, an expected Fibre path between the Fibre Access Point and the ETP is deliverable. |
| Connected Premises | This status is applied to an RFS Premises that has a Fibre presence into the Premises, and the Customer is receiving Services in respect of that Premises. |
Working line transfer / CP Migrations
A working line transfer is where a ‘Gaining Communications Provider’ is providing a new service to
an end user already connected to the CityFibre Network. Therefore, there will also be a Losing
Communications Provider.
As CityFibre release addresses, they enter one of five Ready for Service ( RFS ) status’s these are:
- RFS 0 – Property Passed – Soft LOC
- RFS 1 – Property Passed
- RFS 2 – External Works Complete
- RFS 3 – Internal Works Complete
- RFS 4 – Active Connection
Transfer Steps
CityFibre use a Cease & Re-provide model for Working Line Transfers. The steps required to process
a working line transfer are:
- End User to provide cease notification to Losing Communications Provider requesting at least ten days’ notice (Or Higher depending on winning communication providers provisioning timescale to be advised directly to the End User by Gaining Communications Provider).
- Gaining Communications Provider will place a new order with CityFibre. The Gaining Communication Provider be able to process an order on the API/Portal only once a cease tag has been added to the UPRN of a RFS4 service. This will appear as soon as the losing communications provider processes the cease request with CityFibre.
- A work order will be raised with a new Order ID and an appointment date assigned to coincide with the cease date against the RFS4 Line. Please note: If the end user cancels the cease with the Losing Communications Provider the working line transfer will not proceed.
- Cease requests will take effect at midnight and the Gaining Communication Provider line configurations will be applied on the morning of the new service installation date. The End user can expect to have no service for up to 24 hours whilst the transfer takes place. The Gaining Communications Provider will be responsible for arranging the installation appointment as per the standard new order process and communicating the potential loss of service period to the End User.
- The transfer process will not involve an engineer visit and the end user (or Gaining ISP Engineer) is required to plug in the Gaining Communications Providers CPE on the morning of the new service go live date. If the CPE is plugged in before the old service is terminated a power cycle (turning on and off again) may be required before raising a trouble ticket.