Openreach Engineer at front door helping customers

Why is my Full Fibre broadband installation taking longer than expected?

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We’re sorry that we couldn’t complete your Full Fibre Broadband installation as scheduled today. Whilst we cannot provide the specific reason for your delay at this stage, rest assured that we are doing the best we can to ensure you are connected as soon as possible.

What will happen next?

We’ll be in touch once we have an update. We’ll let you know what work needs to happen, when we’ll need to return and whether you’ll need to be present for the work to be completed.

Common reasons for a delay

Delays can be caused by various reasons including some factors which are beyond our control, such as having to seek third party permission for works to proceed or need to access our underground network.

Read about the most common delays

FAQs

How long will it take for my installation to be completed?

The time it takes to complete your installation can vary depending on the factors listed here. We will do our best to update you whenever possible and if there are any changes or updates to your appointment, we'll let you know.
Will I be informed what type of work is required?

While we may not always be able to provide exact details of the work being done or the specific timing but we aim to keep you informed as often as possible.
Who can I contact for updates?

We will keep you updated with any order progress as soon as we can. If you have any questions regarding the details of your order, please reach out to your service provider directly, as we are unable to assist with specific order inquiries.
Who will be completing the work?

Depending on the specific requirements of your installation, we may assign specialist engineers who have specific skills required to complete the work.
Am I entitled to compensation if my installation is delayed?

To raise a complaint, or enquiry, which relates to the provision of telephone/internet services, engineer appointments, faults, or compensation, you’ll need to go through your Communications Provider.

They in turn will contact us to resolve the matter on your behalf.
What should I expect on the day of my installation?

To prepare in advance for your installation, please watch the full video on this page and read through all of the key information.
How do you decide where to place Openreach infrastructure?

The placement of Openreach infrastructure is carefully planned based on several factors. We work closely with local authorities and other stakeholders to determine the best locations for our equipment. Our goal is to provide the most efficient and reliable service to as many customers as possible, while also considering technical requirements like network performance and accessibility for maintenance.

We also consider the existing infrastructure and aim to minimise any disruption to the local community. Each decision is made with the goal of improving connectivity and ensuring long-term service quality.
How do I file a complaint against Openreach?

To raise a complaint, or enquiry, which relates to the provision of telephone/internet services, engineer appointments, faults, or compensation, you’ll need to go through your service provider. They in turn will contact us to resolve the matter on your behalf. This is because although Openreach is the network provider, your relationship is with your service provider.

To raise a complaint, or enquiry, which relates to health and safety concerns, employee behaviour, personal injury, damage to your property, quality of workmanship, or planned movement of Openreach equipment. You can do so by following the instructions on this page here.