London Underground Cellular Network

Overview

Installation Technology has provided Field Engineering Support for the London Underground cellular network since its pilot launch in 2019.

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We initially delivered a fully managed end-to-end service covering 1st, 2nd and 3rd line support, from Mobile Network Operator (MNO) engagement through to hardware replacement, ensuring 24/7/365 service availability.

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The network has since expanded from the eight-station Jubilee Line pilot to a programme that will eventually deliver ubiquitous coverage across all tunnels and below-ground stations within the London Underground, London Overground and Docklands Light Railway, as well as the central section of the Elizabeth Line.

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Once complete, the network will comprise 7,000+ active devices across 11 data centres,137 stations and nearly 200km of tunnels. 

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Key Service Elements

• Logistics management and secure spares storage
• Access management
• Stock register maintenance
• Return merchandise authorisation management
• Projects and programmes delivery function
• Hardware staging and testing
• Hardware builds and configuration
• Hardware replacement
• Environmental checks
• Third party access management and escorting
• Field service diagnostics 

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Transition & Approach

Working collaboratively with Boldyn, we developed a structured, phased transition plan, carefully sequencing the migration of each 1st and 2nd line support function. Each phase was independently assessed, transitioned and stabilised before progressing to the next. This controlled approach ensured clear operational ownership and protection of live service performance at every stage.

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Each phase followed a defined lifecycle — discovery, documentation alignment, knowledge transfer, shadow operation and controlled handover with an agreed period of stabilisation and agreed exit criteria before formal acceptance. This ensured that processes, tools, responsibilities and escalation paths were fully transitioned and operating effectively prior to moving to the next phase.

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Our Service Manager led all elements of the transition plan including:

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• Alignment and validation of network, site and asset documentation to reflect the revised operating model
• Controlled transfer of live incidents, risks, known errors and problem records
  Structured knowledge exchange covering systems, workflows, reporting and governance
• Parallel running, shadowing and joint attendance during live break/fix activities
• Performance review against agreed KPIs and SLAs during stabilisation periods
• Formal service acceptance checkpoints prior to progressing to subsequent phases

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This incremental, risk-managed approach ensured that the required service performance was achieved at each stage before further transition activity commenced.

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The overall migration to Boldyn was completed seamlessly and on schedule, with no service interruption and no degradation of SLA performance. 

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Our Service Today

We provide 3rd line field engineering and preventative maintenance services aligned to ITIL best practice, supporting the high-availability requirements of the MNOs operating across Boldyn’s network.

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Our 24/7 Service Centre manages incidents through to resolution, coordinating field-based break-fix activity and non-fault service requests under experienced service management oversight.

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The service model is scalable and resilient, enabling rapid onboarding of newly commissioned assets and sites.

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To achieve contracted SLAs, we operate a robust logistics and resource framework ensuring suitably qualified engineers, correct tooling, spares, access permissions and work authorities are in place when and where required. 

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Preventative Maintenance in a Challenging Environment

Our preventative maintenance services are specifically tailored to the challenging conditions of Metro environments, with London Underground’s network being the world’s oldest, presenting particularly demanding operational circumstances.

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The Underground’s single bore network, heritage status and extensive night tube services restricts access to large parts of the estate to limited engineering hours overnight, making the planning and execution of works critical to providing a cost effective service.

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Environmental hazards including water ingress, brake dust, metallic particulates from wheels and rails, heat, vibration and rodent activity can significantly impact asset reliability. Corrosion, mechanical degradation and material build-up can adversely affect the performance and longevity of both active and passive equipment. These same hazards, as well as challenges such as asbestos, make remediating these assets particularly challenging.

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To mitigate these risks, we undertake structured preventative activities including:

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• asset inspection and remediation
• air filter cleaning and replacement
• detailed removal of conductive and corrosive deposits, corrosion inspection and treatment
• condition assessment of containment systems and fixings
• verification and resealing of cable entries and environmental seals
• pest ingress inspections and remedial works
• vibration integrity checks
• earthing and bonding verification
• ventilation performance assessment
• targeted component replacement where deterioration is identified. 

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Safety, Compliance & Accreditation

We have extensive experience of operating in highly regulated, safety-critical environments such as the London Underground. We have surpassed 10 million shift hours without a lost time injury within then the Underground environment, a unique achievement in this challenging operational environment.

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As a Principal Contractor under CDM Regulations, we establish and coordinate controlled work sites, enabling rapid response during incident resolution. 

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Certifications & Accreditations

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• TfL DC29 accreditation
• NPPV1-2 certification
• Sentinel
• Asbestos Awareness
• PASMA (Working at height)
• TfL Site Person in Charge
• National Examination Board in Occupational Safety Health
• ISO9001
• ISO27001
• Cisco certified

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Our fleet operates under FORS Silver accreditation, supporting best practice in safety and environmental performance.

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Our engineers hold London Underground, Rail for London, TOC and DLR access competencies, supported by wider industry accreditations.

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We are ISO45001 accredited and have received the TfL Beacon Safety Award (2018 and 2020).

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All works are delivered under compliant RAMS within TfL’s structured access and permit systems, managed by an operations team with over 30 years’ sector experience.