topic Re: Activation date query in My Order

Activation date query

peebs9165 — Sat, 13 Dec 2025 21:28:10 GMT

Hi
Sorry if this is a daft question and if I use any wrong terminology.. I placed the order for full fibre on 01 December and have since had Openreach come to the house to inspect and then a few days later some engineers came to install cables from the street to my house. This was all fine and expected. When I look at the ‘track my order’ page in the portal, it says there’s an engineer appointment booked for 17 December.. which is also fine. But then the activation date says 18 February 2026? This has puzzled me a bit, haha. Is there any reason for such a long wait time for activation? Does anyone have any advice? Thanks!

Re: Activation date query

MisterW — Sun, 14 Dec 2025 07:45:46 GMT

@peebs9165

First I'd suggest checking your account to if there are any closed questions(tickets) which might explain whats happening.

Select closed questions in the last 30 days and check if any are relevent

Re: Activation date query

peebs9165 — Sun, 14 Dec 2025 08:29:14 GMT

Hi, thanks for your reply.

I’ve had a look and the most recent thing listed is dated 03 December and says something about a ‘delay due to issues with the underground network’. There’s a lot of other technical details that I don’t understand mixed in with it, but I’m guessing this is the relevant part.
Since this date I’ve had engineers at my house (they were here 10 and 12 Dec) to lay the cables from the street to the house. Not sure if the appointment date showing of 17 Dec is still relevant so going to have to make sure I’m working from home on that date just in case someone turns up!

Thanks for pointing out the help assistant page, I hadn’t come across that before.

Re: Activation date query

MisterW — Sun, 14 Dec 2025 09:27:02 GMT

Thanks for pointing out the help assistant page, I hadn’t come across that before.

There's a direct link from the account home page ONLY if you have any 'open' questions i.e need your response.#

I’ve had a look and the most recent thing listed is dated 03 December and says something about a ‘delay due to issues with the underground network’. There’s a lot of other technical details that I don’t understand mixed in with it, but I’m guessing this is the relevant part.

If you wish to post it (redact any personal information) then we'll take a look and see if we can interpret the jargon.