Broadband activation, delivery, and installation changes

Your broadband is ordered once you sign up - a card must be added to your account for us to order your broadband.

You will receive an email confirming your installation date and timeslot once this is confirmed by your chosen supplier.

If you have chosen a broadband option which includes a 4G data dongle, this can be used until the installation date and will be sent within 48 hours of us placing your order (or your contract start date if this is in the future).

Engineer appointments are arranged by our suppliers and are available Monday to Friday only, in two slots: 8 am - 1 pm and 1 pm - 6 pm.

Someone must be present at the property for the entire time slot to avoid a missed appointment.

Missed appointments may incur a fee from the supplier (amount varies by provider).

Cancellations and reschedules must be requested at least 3 working days before the appointment.

Within 3 days, rescheduling is on a best-efforts basis and may incur costs (up to £204).

Rescheduling requests must be made during Mon–Fri, 09:00–17:00 business hours.

Please note:

For Vodafone and BT customers, and for any installs needed, we cannot rearrange within 48 hours as supplier portals do not allow this.

Deliveries can be rescheduled without fees.

Virgin customers with QuickStart: if you would like to rearrange delivery of your router, please email or call us to request your tracking link where you'll be able to reschedule your delivery yourself.

For other customers, please call us or email us as soon as possible to rearrange the delivery of your router.

Please get in contact with our broadband support team if you would like us to send you your router tracking number.