NOW Broadband order update – new cables needed

Thanks for choosing NOW Broadband. We're sorry that your order has been delayed – here's some more info on the reason for the delay and what happens next.

What's happening with my order?

Openreach, who manage the line running between your home and your local exchange or street cabinet, have informed us that your line is not yet ready to use. They’ll need to carry out some work on it first.

What type of work needs completing to get my order back on track?

Openreach need to install ducting and run new cables from the exchange or green street cabinet.

Sometimes this work is needed away from your property so don’t worry if you don’t see this happening outside your home.

Keep in mindThis work would also be required with many other broadband providers.

What’ll happen next?

We’ll keep you updated once Openreach confirm how much work they need to do to get your line ready.

How long will my delay be?

The length of the delay will depend on the work involved, as delays can differ in complexity. We’ll work with Openreach and share estimated timelines for planned work with you. We’ll always confirm the next review date, so you know when to expect an update from us. 

What can I expect from NOW?

Our team will keep constant track of your order and will text and email you with updates as regularly as possible about its progress. They’ll let you know if we can’t meet the date we advised when you placed your order. Then, once we've confirmed the date of your installation with Openreach, we'll text and email you with the new appointment details.

Make sure we have your correct email address

To ensure we can send you email updates about your order, sign in to My Account and check the email address we hold for you in Personal details.

To make sure you don’t miss any updates, add NOW to your 'safe sender' list.