Why is my full fibre installation delayed?
We know waiting for your Full Fibre installation can be frustrating, especially when you're excited to get connected. Sometimes extra work is needed before engineers can complete the installation. This step is sometimes needed to get everything ready for your installation to go ahead safely.
While delays aren’t ideal, please rest assured we’re working behind the scenes to keep things moving and get you connected as soon as possible.
Within the first week, our team will visit your property to diagnose the issue, design a tailored fix, and get a costed plan approved and ready to go.
Once your fix is approved our contractor will schedule and complete the remediation works within 5-10 working days, before our team carries out a final quality check and hands you back to the installation team to rebook your appointment.
Underground works
Sometimes engineers discover issues below ground that need attention before we can install your fibre. This may include blocked ducts, network alterations, or damage caused by third parties, all of which require additional engineering work to create a safe and usable path for your new connection.
Tree cutting
If your connection runs overhead, nearby vegetation or overhanging trees may need to be cut back. This gives engineers safe access and helps prevent the cables from being damaged by branches or high winds in the future.
Traffic management
If the work required affects a public road or pavement, traffic control measures such as temporary lights or road closures may be needed to keep everyone safe.
Depending on local authority approvals, this can sometimes lead to delays of up to three months.
You can view major roadwork updates through your local council's website or via www.roadworks.org.
Permissions & authorisation
In some cases, we need permission from landowners, councils, or third parties before any installation work can begin. This might involve wayleaves or licence agreements that give official access to the land where work is required.
These are important legal steps but can take time to process.
Most delays are resolved within 21 days, for complex repairs or where we need private land access for your installation, the process can take a little longer. We will keep you updated throughout.
No matter the situation, our priority is to complete the installation as soon as it’s safe and possible to do so.