NOW Broadband order update – new connection 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 are in the process of planning how to connect your property to a local exchange. Sometimes they'll need to do this even when you’ve had a previous line into your property.

This could be due to a complex fault, or because some of the infrastructure between your property and the exchange is no longer available due to re-routing. Additional planning and work is needed to connect your services.

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

Openreach need to create new routing to connect your services. This involves planning and sometimes manual or underground work to create a connection, so they’ll send an engineer to your neighbourhood to plan the best way to get your services connected before starting the work.

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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