Getting Started · 4 min
From Order to Go-Live: What Happens and When
Ordering broadband involves OCCTA, the access network (usually Openreach) and, if you're switching, your old provider. Here's the order of events so you always know where you are.
1. Order and documents
Before you commit, you receive your Contract Summary and Contract Information. Your agreement only starts once you accept the order. Your 14-day cooling-off period runs from that point.
2. Address and network checks
We validate your address and the exact product available on your line. If the ordered product can't be supplied, we won't silently swap it — we'll explain the alternatives and ask you first.
3. Network acceptance and go-live date
Once the network accepts the order, we confirm your go-live date by email. If you're switching from another provider using One Touch Switch, we coordinate the switch date with them — you don't need to call your old provider.
4. Engineer visit (only if needed)
Some orders — mostly new full-fibre installs or new lines — need an engineer. An adult aged 18 or over must be present. See our engineer appointments guide for how to prepare.
5. Go-live
On go-live day the line is switched over, usually during the day. Plug in your router (or keep it plugged in) and it will connect once the network completes the work. You'll get a confirmation from us.