What if my activation is delayed?

We'll email you the moment we know, with a new date and a reason. Openreach delays are the most common cause and are outside our control.

Can I change my mind?

Yes — you have a 14-day cooling-off period from when you accept the Contract Summary. See 'Cooling-off period explained'.

What happens after you place an order

You have placed your order — here is exactly what happens next, in the order it happens.

1. We confirm the order

Within a few minutes you get an order confirmation email and the order shows in your OCCTA dashboard.

2. We check availability with Openreach

For most orders this is instant, but a small share require a manual check. If yours does, we email you within one working day.

3. Your Contract Summary is prepared

You will receive a Contract Summary and Contract Information document. Ofcom rules require you to accept these BEFORE we commit the order. This protects you.

4. Activation is scheduled

Once you accept the Contract Summary, we book the activation. Full-fibre installs need an engineer slot; upgrades on existing lines usually don't.

5. Router shipped (if applicable)

If your plan includes a router, it goes out first-class. You should have it before your activation date.

6. Service live

On the confirmed live date, plug in and wait for the router lights to settle. See "Router lights explained".

7. First invoice

Only AFTER your service is confirmed live, your first invoice is generated. It may include a small pro-rata amount plus your first regular monthly service.