Business Broadband Installation – New Requirements & How To Avoid Delays

Ordering a new business broadband connection should be straightforward. However, if your business operates from a building with shared communal areas, such as serviced offices, apartment blocks, mixed-use developments, or other multi-dwelling units (MDUs), there are some important requirements that need to be addressed before a business broadband installation can go ahead. 

One area that is increasingly causing delays is the availability of building surveys and asbestos documentation. If these aren’t available when required, Openreach may be unable to proceed with the survey or installation, potentially leading to delays, rescheduled appointments, and avoidable charges. 

The good news is that these delays can often be avoided with a little preparation. Having the right documents, permissions and access arrangements in place before you order can help keep your installation on track. If you’re not sure what’s needed, that’s where we can help. At Agile Comms, we make connectivity simple and will help your business to navigate the business broadband installation process and avoid issues before they become delays.

What Has Changed?

For business broadband installations within multi-dwelling buildings, Openreach now requires confirmation that the building is safe before engineers can carry out surveys or begin installation work. This is particularly relevant where fibre cabling will be installed through communal areas. 

As part of this process:

• Buildings constructed before 2000 require an asbestos register or asbestos risk register.
• Buildings constructed after 2000 require written confirmation that no known asbestos exists within the building.
• Openreach will place the order on hold until the required information has been provided.
• Surveys cannot be arranged and installation work cannot start until these requirements have been met. 

Why Does This Matter?

Many organisations assume the engineer visit is the first step in the business broadband installation process. In reality, Openreach often needs to complete a survey before installation can be scheduled, especially where fibre routes through shared spaces need to be assessed and approved. 

If the required documentation is not available at the time of survey planning:

• Installation timelines can be extended by weeks or months.
• Appointments may need to be rescheduled.
• Internal project deadlines may be impacted.
• There is a greater risk of abortive visits where engineers are unable to proceed as planned.

For businesses relying on a broadband upgrade for office moves, new locations, or digital transformation projects, these delays can quickly become costly.

What Is an Abortive Charge?

An abortive charge can occur when an engineer attends an appointment but is unable to complete the required work due to circumstances outside their control.

Common examples include:

• No access to the building.
• Required permissions not being in place.
• A managing agent or landlord not providing access.
• Missing asbestos documentation or survey information where required.

While every business broadband installation is different, ensuring all relevant documentation is available before work is booked significantly reduces the likelihood of delays and additional costs.

What Should Businesses Do Before Ordering?

If your premises are located within a shared building, we recommend checking the following before placing an order for business broadband:

1. Identify the Building Owner or Managing Agent

Openreach requires permission from the freeholder or managing agent before installing network infrastructure in communal areas. This is typically managed through a wayleave agreement. 

2. Check Whether an Asbestos Register Exists

For buildings built before 2000, ask the building owner or facilities team whether an up-to-date asbestos register is available.

3. Confirm Access Arrangements

Engineers may need access to:

• Communications cupboards
• Riser spaces
• Plant rooms
• Communal corridors
• External cable routes

Ensuring access can be arranged in advance helps prevent delays during the survey and installation stages.

4. Engage Early

If you’re planning an office move or broadband upgrade, it’s worth starting these conversations as early as possible. Openreach advises that installations within multi-dwelling buildings can take several months due to surveys, route approvals, permissions and installation planning.

How Agile Comms Can Help

Getting a new broadband connection shouldn’t become a project in itself. At Agile Comms, we can help you understand what’s needed and flag potential issues before they start to hold up your business broadband installation. We’ll help make sure the right documentation, permissions and access arrangements are in place, giving you confidence that your business broadband installation will stay on track. 

If you’re planning a new broadband installation and you’re unsure whether your building may be affected by these requirements, speak to our team before placing your order. A quick conversation today could save weeks of delays tomorrow.