Your order has been placed and your installation date is confirmed. Here’s what happens next.
In the coming days your hardware will arrive. Please keep everything safe until your installation date.
You may receive updates directly from Openreach. This is to be expected as Openreach manages the nationwide infrastructure and engineering appointments used to connect your service.
Around 48 hours before your “live” date, we will get in touch with you to check that your hardware has been dispatched. If there are any issues, we will always aim to contact you directly.
What to expect on your go live date
On your installation day, an engineer will attend your premises.
- AM appointments take place between 8am and 1pm.
- PM appointments take place between 1pm and 6pm.
Please ensure a responsible adult is available and the working area is clear and accessible.
The engineer will:
- Install your new service
- Connect your router
- Confirm connection and speed before leaving
Once installation is complete, set up your voice services using the hardware guides.
We're here to help
We always do our best to solve your queries as quickly as possible, so we really hope you never have reason to complain about our service. However, if you do, we have a complaints procedure in place which ensures your issue is brought to our knowledge and resolved. Click below to find out more.