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New line required for order

Posts: 7
Thanks: 1
Registered: ‎01-08-2017

New line required for order

I took out a fibre extra contract on Monday 31st July as this was the first day the cease had cleared from the property I am moving to. Apparently I now require a new phone line installed at a cost of £49.99 but the engineer won't be attending until 17th August, meaning we will have no internet for weeks.


Is there no way to accelerate the line install? 

Community Gaffer
Community Gaffer
Posts: 26,573
Thanks: 10,294
Fixes: 1,600
Registered: ‎21-04-2017

Re: New line required for order

Hi there,


Sorry to hear your activation is longer than you thought.

Whilst it's odd that we'd need to install a new line, I've checked the availability records at your address and there's no stopped lines showing we'd be able to restart without an engineer visit.


I've investigated this with the help of our suppliers. We've identified that work needs to be completed at the exchange/cabinet and then at your address, before the order completes. The timeslot it's booked in for is currently the earliest we have due to engineer availability. Apologies for any inconvenience caused.



From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi