If we’re installing a new line at your property and there are no spare connections for the line then your order may be required to go to a survey engineer before we can confirm an installation date. Please note that this may cause delays to your line being installed as it will depend on if any external work will be needed to be carried out before the line can be installed.
If this is the case then our Provisioning team will be monitoring this for you and will provide updates as soon as we receive them from our suppliers. As BT Openreach maintains the network we use we are completely reliant on the work to be carried out by them.
There’s no guaranteed time frame for survey work to be completed as there are many different variables that may cause delays due to any external work that may be required. In these circumstances we will chase our suppliers as often as we can for updates and inform you accordingly. We appreciate that this may be a frustrating time, however, we will be doing everything we can to provide you with updates once they're given to us and our aim is to install your new line as quickly as possible for you.
