Fibre setup can contain separate charges for the physical installation, FNO connection or activation, router, router delivery and non-standard property work. An ISP may absorb or promote some of these costs, but the included scope and conditions still matter. Request a written breakdown before ordering and a written quote before approving extra work.
Last reviewed: 26 August 2026 · 10 min read
Why “setup fee” can mean several things
The FNO and ISP contribute different parts of the service. A retail price can bundle those costs or display them separately.
ISPA’s Fibre Primer notes that fibre services include installation and router costs in addition to the monthly network and internet costs, and that many ISPs absorb initial costs. Absorbed does not mean the work has no underlying value or conditions.
Cost category 1: Physical installation
This is the work needed to connect the premises to the FNO network. A standard installation can include a defined combination of:
- property drop from an available network point;
- limited trenching, ducting or surface route;
- wall penetration;
- termination box and ONT installation;
- optical test and installation record.
The FNO defines the standard scope. Frogfoot, for example, publicly states a distance included in its standard installation and notes that work beyond it can attract additional cost. Do not apply that operator-specific distance to another network.
Cost category 2: Connection or activation
Some offers distinguish the physical build from the charge to connect or provision the line on the FNO system. The name may be activation, connection, line setup or a similar term.
Ask whether the charge applies:
- to a completely new line;
- to a premises with existing equipment;
- to a reactivation;
- to the ISP or directly to the customer;
- once-off or again when an order type changes.
Do not assume the word “activation” means the installer performs it on site.
Cost category 3: Router
The router can be:
- sold to the customer;
- included in a promotion;
- supplied for use while the service remains active;
- rented;
- optional if a compatible customer-owned router is allowed.
Confirm:
- ownership;
- model or minimum capability;
- delivery fee;
- configuration or support scope;
- warranty process;
- return conditions;
- whether a promotional condition applies.
The ONT and router are not interchangeable terms. The FNO normally installs the ONT; the ISP’s equipment terms normally govern the router.
Cost category 4: Delivery and attendance
Router courier, technician attendance or a failed appointment may have separate rules. Ask whether a fee can apply when:
- no authorised adult is present;
- the team cannot gain access;
- supplied contact information is wrong;
- an appointment is cancelled late;
- a return visit is needed because the customer changes the location after sign-off.
Cost category 5: Non-standard installation work
The greatest uncertainty usually lies outside the standard scope.
Examples include:
- excess distance across the property;
- special trenching or civil work;
- blocked, damaged or absent conduit;
- lifting and restoring decorative paving;
- specialist drilling;
- high-access work;
- extra wall penetrations;
- heritage or building-compliance requirements;
- custom concealment;
- equipment relocation after installation;
- work by an electrician, builder or other third party.
The installer should identify the extra scope before doing it. Ask for a written quote that states who performs, warrants and invoices the work.
“Free installation” questions to ask
Before accepting the wording, ask:
- Which FNO and installation type qualify?
- What exact standard scope is included?
- Are connection or activation charges included?
- Is the router owned, loaned or promotional?
- Is router delivery included?
- What work is explicitly excluded?
- Who approves and invoices extras?
- Does the offer have a minimum service, repayment or clawback condition?
- What happens if the FNO cannot complete the installation?
- Is the quoted amount current for this address and order date?
Question 8 belongs to the service terms rather than the physical installation scope. Read the applicable cancellation and repayment clauses before accepting an installation promotion.
A clean quote format
Ask the ISP or installer to separate:
| Item | Included? | Amount | Supplier | Condition |
|---|---|---|---|---|
| Standard FNO installation | Yes/No | Current quote | FNO/ISP | Defined route and scope |
| Connection or activation | Yes/No | Current quote | FNO/ISP | New line or reactivation |
| ONT | Yes/No | Current quote | FNO | Ownership and damage terms |
| Router | Yes/No | Current quote | ISP | Sale, loan or promotion |
| Router delivery | Yes/No | Current quote | ISP/courier | Address and timing |
| Non-standard work | Yes/No | Written quote | Contractor | Exact work and warranty |
Do not publish old example prices in place of the current quote.
When to refuse extra work
Pause if:
- the need for the work is not explained;
- the installer cannot identify who invoices it;
- the amount is verbal only;
- the route conflicts with owner or building approval;
- reinstatement responsibility is unclear;
- you are being asked to pay an individual or personal account outside official instructions;
- the work starts before consent.
Verify payment channels through the official ISP or FNO contact.
If the installation cannot proceed
Ask for the reason in writing and the order state. Establish whether:
- the route needs a quote;
- building work must be completed first;
- permission is missing;
- the address is not serviceable;
- the order will remain open;
- any incurred cost applies;
- the ISP or FNO must cancel the request.
ISPA recommends that cancelled installation charges be based on costs actually incurred and not be punitive. The application of any charge depends on the agreement and circumstances.
Sources
- ISPA Fibre Primer
- ISPA FNO and ISP Best Practice Recommendations
- Frogfoot Networks standard installation information
- MetroFibre fibre FAQs
- Octotel official shop and current offers
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