NOW Broadband order update – new site installation

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?

Our supplier Openreach has told us your property is classed as a new site. A new site is a new build, conversion or major refurbishment of a residential home. 

Openreach works with developers and builders in the planning process and carries out the work to connect the new homes to its network so that you have access to telephone and broadband services.

In some cases, Openreach need to seek permission from the local authorities to manage vehicle traffic in the area, or to close some roads to allow their engineers to work safely. There may also sometimes be delays in permissions being granted, especially in more complex development sites.

A delay might also occur when registering your new postcode on our system if your new site’s postcode was previously unregistered. Your order can’t be processed until your new postcode’s on our database. This usually happens after your postcode has been registered by your local council and by Royal Mail. Check Royal Mail’s Postcode Finder to see if your postcode’s on there yet.

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

Openreach help to plan and supply the equipment needed to run new cables from the exchange or green cabinet to your home.

You may already have a master socket in your home, but unfortunately this isn’t connected to the main Openreach network yet.

Typically with new sites, once the new cables are installed, a specialist engineer joins these to the network. Openreach then need to check the work to ensure this has been completed to the relevant safety standards. This can take multiple visits from the new site engineer.

To help us set up your services more quickly, keep in regular contact with your builder to understand how work at the site is progressing.

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.

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