Forum Discussion

tombar97's avatar
tombar97
Just joined
22 hours ago

Self-install broadband didn’t arrive

I received the pre-agreement details for a broadband contract, but nothing was ever delivered (it has been over a week since the delivery date). I have since tried again, and received new pre-agreement documents stating it should arrive on Thursday. I would like to check the status of both of these as clearly I would only like one of them, and would like it to arrive this time. I tried calling 0345 454 1111 but the helpline requires an account number, which I do not have and seemingly cannot create. Would somebody please help with this, else I’ll have to take my business elsewhere.

Broadband
complaint

2 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    22 hours ago

    You could try calling the pre-installs team on 0800 052 1734 and ask them to confirm what's happening.

    They are open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday

    (It can take a couple of days for a member of the forum team to pick up your post

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    19 hours ago

    Hi tombar97 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns with an order that has not arrived. 

    Have you been able to speak with the pre-installation team on 0800 052 1734 in regards to this? They'll be able to assist quicker in looking into this for you. 

    Please keep us posted with what they advise, and we can assist further should you need.