NOW Broadband order update – engineering work 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 have passed your order to their planning team to specify what work is needed to complete your order. This could be because engineering work needs completing in your neighbourhood, even though it may appear you already have a line to your home.

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

Openreach will arrange for an engineer to visit your neighbourhood to survey the area and plan the best way to get your services connected. We’ll contact you with more detail on the type of work required after the survey.

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.