Broadband Installation Delays

If you are reading this, it is likely that there has been a delay in getting your Vodafone Broadband service installed. We apologise for any inconvenience and please be assured we are doing everything we can to get you up and running as soon as possible.

You should have received a text with a reason for the delay. Please find more information on this reason below. Don’t worry our engineers will look after everything for you, they will talk you through any work that needs to be done and we will keep you updated with any new information we have. We will contact you to arrange your install at a time that suits once any additional work is finished.

If it was a case you were unable to attend your appointment, don’t worry you can choose a new date that suits by visiting My Vodafone.

1.     New development or new build

There is additional work required to connect your premises to the network. This could involve work to the existing cables connecting you to the network or in some cases new ones may be required. Once this work is finished, we will be in touch with a new forecast date if additional work needs to be carried out. Once all work is completed, we will give you a call to schedule your install appointment. Don’t worry, if we miss you, we will send you a text to remind you to pick a date that suits in our app.

2.     Awaiting developer

The Developer or Builder needs to complete work in your estate so that we can connect your premises to the network. Once this work is finished, we will be in touch with a new forecast date if additional work needs to be carried out. Once all work is completed, we will give you a call to schedule your install appointment. Don’t worry, if we miss you, we will send you a text to remind you to pick a date that suits in our app.

3.     Survey required / complete

An engineer will visit your property to determine what additional work needs to be finished in order to connect your premises to the network. We will send a text with a new forecast date based on what work needs to be carried out.

4.     For Fibre Build Team

A survey has been completed of your property; an engineer now needs to decide the easiest connection path for your premises. We will send a text with a new forecast date based on what work needs to be carried out.

5.     Civils

There is work required on public property in order to connect your premises. Your local authority will need to provide a licence for our technicians to complete this work. The timelines may vary depending on your local authority. Once this work is finished, we will be in touch with a new forecast date if additional work needs to be carried out. Once all work is completed, we will give you a call to schedule your install appointment. Don’t worry, if we miss you, we will send you a text to remind you to pick a date that suits in our app.

6.     NIL cable network planning

The infrastructure required to connect your service is not yet in place. The planning team are currently deciding the best course of action. The work that will be required may require permissions or licences from a Country Council or Private Landlord. When this work is finished, we will be in touch with a new forecast date if additional work needs to be carried out. Once all work is completed, we will give you a call to schedule your install appointment. Don’t worry, if we miss you, we will send you a text to remind you to pick a date that suits in our app.

7.     Duct/UG cable

Our technicians need to complete a small dig, roughly the size of a pizza box, in order to clear the path to connect your premises to the network. Once all work is completed, we will give you a call to schedule your install appointment. Don’t worry, if we miss you, we will send you a text to remind you to pick a date that suits in our app.

8.     NIL cable network build

Our Planning team has decided the best way to connect your premises to the network. An engineer now needs to carry out this work, this can be delayed due to licence approval by your local authority. Once this work is finished, we will be in touch with a new forecast date if additional work needs to be carried out. Once all work is completed, we will give you a call to schedule your install appointment. Don’t worry, if we miss you, we will send you a text to remind you to pick a date that suits in our app.

9.     For Build Control Centre

We have found an issue with your premise’s connection to the network. The necessary team has been informed and will carry out the work as soon as possible, please note this can take up to three weeks. Once all work is completed, we will give you a call to schedule your install appointment. Don’t worry, if we miss you, we will send you a text to remind you to pick a date that suits in our app.

10.  Awaiting contractor

A contractor needs to carry out work outside your premises to connect your premises to the network, this can include laying the required cables. This can be delayed due to license approval depending on your local authority. When this work is finished, we will be in touch with a new forecast date if additional work needs to be carried out. Once all work is completed, we will give you a call to schedule your install appointment. Don’t worry, if we miss you, we will send you a text to remind you to pick a date that suits in our app.

11.  Additional crew required

Two or more technicians are required to complete your order which can be for a variety of reasons such as carrying out traffic management.

12.  Hoist required

The engineer could not access the telephone pole outside your premises to complete your installation. A separate crew will visit your premises with the cherry picker required to gain access. Once all work is completed, we will give you a call to schedule your install appointment. Don’t worry, if we miss you, we will send you a text to remind you to pick a date that suits in our app.

13.  OH works

The Fibre-optic cables (broadband cables) are laid alongside the existing electrical line into your premises. For safety reasons a special crew who are trained to work along high voltage cables need to adjust the fibre cables so that they are accessible to our engineers. Once all work is completed we will give you a call to schedule your install appointment. Don’t worry, if we miss you we will send you a text to remind you to pick a date that suits in our app.

14.  ESBN

Your order has been referred to ESB Networks as some work is needed on the infrastructure coming into your premises which is close to high voltage cables. We will be in touch with the forecast date for this work to be completed. Once all work is completed, we will give you a call to schedule your install appointment. Don’t worry, if we miss you, we will send you a text to remind you to pick a date that suits in our app.

15.  Blocked duct (Customer Private and/or Public)

The path from the network to your premises is blocked outside your property. A crew needs to clear this before we can install your service.  This will require your permission as a small amount of digging, roughly the size of a pizza box will be required.

If the blockage is on public property, we will have to obtain a licence from your Local Authority to proceed with the dig. Timelines on getting this approval can vary based on your Local authority, (can be up to 4 weeks). Once all work is completed, we will give you a call to schedule your install appointment. Don’t worry, if we miss you, we will send you a text to remind you to pick a date that suits in our app.

16.  Infrastructure

We have found an issue with your premise’s connection to the network. The necessary team has been informed and will carry out the work as soon as possible, please note this can take up to three weeks. Once all work is completed, we will give you a call to schedule your install appointment. Don’t worry, if we miss you, we will send you a text to remind you to pick a date that suits in our app.

17.  Blocked duct "eFTTH" (Customer Private and/or Public)

We have found a blockage in the underground pipes which house the cables connecting you to the network. A crew needs to clear this before we can install your service. If you would like to proceed with this, we can log a request on your behalf with our engineers. They will then visit your premises to understand what work needs to be carried out and talk you through the next steps.  You are under no obligation to proceed with the duct clearance and there is no callout fee for the engineer at this point. Once all work is completed, we will give you a call to schedule.