Is the connection speed fixed or variable?
This depends on your chosen carrier, for example BT Wholesale fix the connection speed whereas TalkTalk does not. We’ll determine how important connection speed is for your solution and will recommend the best carrier to suit your needs.
Can my customer upgrade the copper pairs mid-contract to achieve a higher speed?
Again this depends on which carrier you take your service from. If you’re likely to need flexibility during the term of a contract, let your Account Manager know as part of your initial discussions as they’ll take this into consideration when designing your solution.
Can my customer move premises part way through their contract?
Ideally you’d capture the likelihood of a premises move before placing your order as this will have an impact on the recommended carrier. If a move is required part way through a contract, a charge may be applicable depending on how long there is left on the contract and the location of the new site. It’s best to speak to your Account Manager to find out how the land lies for your specific case.
Does CityFibre restrict any ports on EFM equipment?
No, we don’t block any ports on our equipment.
What guarantees does CityFibre offer if the Cisco router fails?
If a router that we’ve provided fails, we’ll arrange for a replacement to be couriered to your customer’s business site on the next working day. Replacements will be made on a like-for-like basis.
What’s your provisioning process?
The provisioning process that we follow is standard across the communications industry and has a number of key stages to go through. Contact your Account Manager for more information.
How long does it take to implement EFM?
This is the question most likely to be asked but the most difficult to answer. There are a number of factors that can impact the time it takes to implement an EFM line so while we indicate that it will be completed within 35 working days, in reality this will depend on the carrier, the outcome of the site survey and whether any works are needed that will require the input of outside agencies, such as local councils or landlords. The good news is that as we manage the provisioning process ourselves, your dedicated provisioning agent will be able to keep you and your customer updated on progress as the order makes its way through the process to activation.
