Summary
This article explains how to track a Nexora Connect fibre installation appointment, what to expect on the day, and what to do if your appointment changes.
A fibre installation may involve external network checks, work at the property boundary, and installation of equipment inside your home or business premises.
How to track your appointment
You can track your appointment in three ways:
- Sign in to your Nexora Connect account.
- Open the Nexora app and select Orders & Appointments.
- Ask the Nexora Assistant:
“Track my fibre installation.”
You will need your order reference or the postcode linked to your order.
Appointment statuses
| Status | Meaning |
|---|---|
| Order received | Your order has been placed and is being checked |
| Survey required | We need to confirm installation details |
| Appointment booked | Your engineer visit has been scheduled |
| In progress | Work has started or the engineer is on the way |
| Activation pending | Equipment is installed and service activation is being completed |
| Complete | Your fibre service is active |
| Action required | We need more information from you |
What happens before installation
Before the appointment, Nexora Connect may:
- Check fibre availability at your address.
- Confirm external access requirements.
- Review any existing broadband equipment.
- Send reminders by email, SMS, or app notification.
- Ask you to confirm that someone over 18 will be present.
If external work is needed, this may happen before your appointment date.
What happens on installation day
The engineer may need to:
- Inspect the external connection route.
- Bring fibre to the property.
- Install or check the ONT.
- Connect the SmartHub or SmartHub Plus.
- Test the connection.
- Confirm that the service is active.
The engineer will explain where equipment needs to be placed before carrying out internal work.
Preparing for your appointment
Before the engineer arrives:
- Make sure someone over 18 is at the property.
- Clear access to the existing broadband socket or installation point.
- Move furniture if access is blocked.
- Check whether permission is needed from a landlord or building manager.
- Keep pets away from the working area.
- Have your order reference available.
If your appointment is delayed
An appointment may be delayed because of:
- Blocked ducts
- Weather conditions
- Access restrictions
- Required survey work
- Previous engineering work overrunning
- Network activation issues
If your appointment changes, Nexora Connect will update your order status and send a notification.
When to contact support
Contact Nexora Support if:
- Your engineer has not arrived within the appointment window.
- Your order status has not changed for more than 48 hours.
- You need to change your appointment.
- You cannot provide access to the property.
- Your service is not active after installation.
Suggested IVA handoff
The Nexora Assistant should collect:
- Order reference
- Postcode
- Preferred contact number
- Appointment date
- Current order status
- Whether the customer needs to rebook
- Whether access to the property is available
