Hi all, hoping someone from Nexora can actually tell me what’s going on. My full fibre install was booked for 12th, then moved to 19th, and today I’ve had another text saying “further delays in network readiness”. I’m in a new-build flat in Leeds, postcode LS9 8QJ, and the builder says the line is ready from their side.
I’m now out of pocket from taking time off twice. Is there any way to get a proper date rather than these vague texts? Account ref NX-482917.
Hi Megan, sorry to hear this has been pushed back again. I can’t view account details here, but I can explain the usual cause: for new-builds, the external fibre work sometimes shows as complete on the developer side, while our network records are still waiting on final activation/wayleave updates.
If you can raise a support ticket with the install reference, we can check whether this is a network-readiness delay or an engineer-slot issue. If it’s the former, the booking team will need to re-appoint once the network status changes. I know that’s frustrating after already losing time off work.
We had something similar on our street last year. Mine kept saying delayed but it turned out the ONT in the flat wasn’t live yet even though the building was. Did they ever mention an install pack or a fibre box in the comms?
Thanks both. I’ve got the install ref and the last text says “awaiting network confirmation”. The flat does have a little white box by the hallway cupboard, so I assume that’s the ONT? The builder said not to touch it.
I’m just fed up because the website still lets me choose speeds and add-ons like everything is fine. Surely if it’s not ready it shouldn’t let me book in the first place?
You’re right, Megan — if the line isn’t ready, the booking should be clearer. The white box is likely the ONT, yes, but we’d still need the network status updated before an engineer can complete activation.
Best next step: raise a ticket and include the install ref plus the dates you’ve already missed. We can then ask the appointments team to review whether compensation for the missed install window applies, though I can’t guarantee the outcome from here. If you want, I can also note that you’ve already had two failed visits so the case is prioritised.
Okay, thanks. That’s at least clearer than the text messages. I’ll raise the ticket and include the missed dates. If someone could prioritise it, that would be a massive help. Marking this as resolved for the info, even if the install isn’t actually done yet.
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