Introduction: Broadband Installation Is Easier Than You Think

Whether you are moving into a new flat or switching providers, installing broadband is a necessary step. Many people worry the process will be complicated or disruptive. In reality, with proper preparation, the entire installation typically takes just 1-2 hours. This guide walks you through the complete broadband installation process in Hong Kong, from placing your order to getting online.

Step 1: Choose Your Broadband Plan and Place an Order

Before installation can begin, you need to select the right broadband plan. Here are the key factors to consider:

Things to Consider Before Ordering

• Coverage: First, check which providers cover your address. Use FibreHK to search all providers at once.
• Speed requirements: 100-500Mbps is sufficient for most households; 1Gbps is recommended for work-from-home or larger families.
• Contract length: Plans typically come with 24-month or 36-month contracts. Longer contracts usually mean lower monthly fees.
• Monthly budget: Broadband in Hong Kong ranges from HK$78 to HK$398 per month, depending on speed and provider.
• Bonus perks: Look out for included Wi-Fi routers, waived installation fees, or first-month-free promotions.

How to Place an Order

You can apply through several channels:

1. Online: Submit an application on the provider's website or through FibreHK
2. Phone: Call the provider's customer service hotline
3. WhatsApp: Use FibreHK's WhatsApp service for expert help with comparing and applying
4. In-store: Visit a provider's retail shop or telecom store

Step 2: Schedule Your Installation Date

After your application is processed, the provider will contact you to arrange a technician visit. Here is what to expect:

Installation Timeline

Note: During peak seasons (such as the summer moving period), waiting times may be longer. It is advisable to apply 2-3 weeks in advance. Some providers offer "express installation" for an additional fee of around HK$200-$500 to shorten the wait.

Available Time Slots

Most providers offer the following installation windows:

• Morning: 09:00 - 13:00
• Afternoon: 14:00 - 18:00
• Some providers offer Saturday installation (may incur an extra charge)
• Sundays and public holidays are generally not available

Step 3: Prepare for Installation Day

Proper preparation before the technician arrives will help ensure a smooth installation:

Essential Preparations

1. Ensure someone is home: An adult (18+) must be present on installation day to confirm the setup location and sign documents.
2. Clear the installation area: The technician will need access to the entry point (usually near the front door or the telecom junction box). Make sure the area is clear of furniture and clutter.
3. Decide where to place the router: Think in advance about where you want the router. A central location in your flat is ideal — avoid sealed cabinets or corners.
4. Have identification ready: The technician may need to verify the registered subscriber's identity.
5. Notify building management: Some buildings require management approval for installation work. Contact them in advance to avoid delays.

Recommended Additional Preparations

• Note your Wi-Fi requirements: For example, how many rooms need coverage, whether you need Mesh Wi-Fi, etc.
• Prepare power sockets: Both the router and the ONT (Optical Network Terminal) require power outlets
• Take photos: Photograph walls and existing wiring before installation to have a record in case of disputes

Step 4: What the Technician Does on Installation Day

On installation day, the technician will carry out the following tasks:

The Installation Process

1. Check building infrastructure: The technician first visits the building's communications room or distribution box to verify the fibre line is operational.
2. Run cabling to your flat: For new installations, the technician will run a cable from the building's communications room to your unit. For FTTH, this will be a fibre-optic cable. For FTTB, existing copper wiring or new Ethernet cable is typically used.
3. Install the ONT: The Optical Network Terminal converts the fibre signal into a network signal. It is usually mounted on the wall near the cable entry point.
4. Connect and configure the router: The technician connects your router to the ONT and performs basic setup, including setting the Wi-Fi name (SSID) and password.
5. Test network speed: After setup is complete, the technician runs a speed test to confirm the service is working correctly.
6. Sign completion documents: You will sign paperwork confirming the installation is complete and satisfactory.

Important Things to Do During Installation

• Request a speed test: Always ask the technician to run a speed test in front of you. If speeds are significantly below what your plan promises, raise it immediately.
• Confirm your Wi-Fi credentials: Write down or photograph the Wi-Fi name and password on the router.
• Understand the cable routing: Ask the technician to explain how the cables are routed so you know where to check if problems arise later.
• Get support contacts: Note down the provider's fault reporting hotline and the technician's contact information.

Step 5: Post-Installation Checks and Optimisation

After the technician leaves, run through these checks:

Immediate Checklist

1. Test Wi-Fi speed on both your phone and computer (use Speedtest.net or Fast.com)
2. Check Wi-Fi signal strength in every room
3. Test wired connection speed (connect a device directly to the router with an Ethernet cable)
4. Verify all devices can connect successfully

Common Issues and Solutions

Installation Costs Overview

Installation fees vary by provider:

• Standard installation fee: HK$0 - $680 (many providers waive this during the contract period)
• Express installation surcharge: HK$200 - $500
• Additional cabling fee: If extra cabling is needed inside your flat, expect to pay HK$200 - $800
• Equipment deposit: Router and ONT typically require a deposit of around HK$300 - $800, refundable when equipment is returned at contract end

Tip: Before signing any contract, confirm all costs including installation fees, deposits, and early termination penalties. When you apply through FibreHK, we help you verify all charges to avoid hidden fees.

Summary of Top Installation Tips

1. Apply early: Submit your application 2-3 weeks before moving in to avoid being without internet.
2. Compare multiple providers: Prices can vary significantly between providers at the same address — always shop around.
3. Plan your router placement: Router location determines your whole-home Wi-Fi experience. Decide before the technician arrives.
4. Keep all documents: Save your contract, receipts, and installation confirmation for future reference.
5. Stay present throughout: Follow the technician's work and raise any concerns on the spot.
6. Know the cooling-off period: In Hong Kong, door-to-door sales contracts have a 7-day cooling-off period, but contracts you initiate typically do not — so think carefully before signing.