NOW Broadband order update – fault with line

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 discovered a fault with your phone line whilst trying to install or activate your services.

What’ll happen next?

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

Within four days of finding the problem an engineer will be assigned to assess the fault and any work needed to get your order back on track.

If you already have a phone socket in your property, your services will start working when the fault is fixed. If not, we'll contact you when the fault is fixed to arrange a date for Openreach to install one.

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.  

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

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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