Once we confirm your switch to us, we’ll be in touch to let you know your expected connection date.

How long will it take to get connected for the broadband?

- Transfer Orders (switching broadband provider): if you are transferring your broadband service from another provider to us while retaining the same broadband technology (e.g., Fibre to Fibre), your connection will typically be completed on your requested booking date, provided there are no unforeseen issues.

- New Orders (moving to a new property): For customers moving into a new property and placing a new Fibre broadband order with us, the connection timeline may vary depending on the existing Fibre infrastructure at the property. In standard scenarios, the connection process typically takes between 5 to 10 working days.

- New Fibre Installation Orders (first-time Fibre installation): For first-time Fibre installations where no prior Fibre service exists at the property, the process generally requires more time. Installation timeframes depend on the availability of the relevant network provider and, in some cases, may also involve obtaining consent from a landlord or building manager. For properties such as multi-dwelling units or those with shared access ways (e.g., shared driveways), this process may take approximately 30 business days or longer.

How long will it take to get connected for the power?

- Transfer Orders (switching power provider): if you are transferring your electricity service from another provider to us, your service will generally be switched on your requested booking date. During this process, your previous power provider will issue a final invoice, and you will receive a notification from us confirming that your service has successfully been transferred.

- New Orders (moving into a property where the power meter exists): if you are moving into a new property and establishing a power service with us, the connection is typically completed on your requested booking date. However, we strongly recommend checking in advance whether the power supply at the property has been disconnected. You will receive a confirmation from us once your service has been connected.

If the power is found to be disconnected at the time of connection, you may need to contact us to arrange a reconnection. Depending on the complexity of the work involved, additional reconnection fees may apply.

- New Connection Orders (power supply for a newly built property): if your request involves the first-time installation of a power supply at a brand-new property, the process may vary depending on site-specific requirements and distribution network coordination. For further details, please read more information here.

How long will it take to get connected for the gas?

- Transfer Orders (switching gas provider): if you are transferring your gas service from another provider to us, the switch will generally take place on your requested booking date. During this process, your previous gas provider will issue a final invoice, and you will receive a notification from us confirming that your service has been successfully transferred.

- New Orders (moving into a property where the gas meter exists): if you are moving into a new property and setting up a gas service with us, the connection is typically completed on your requested booking date. However, we strongly recommend checking in advance whether the gas supply at the property has been disconnected. You will receive confirmation from us once your service is active.

If the gas supply is found to be disconnected at the time of connection, you need to contact us to request a reconnection. In most cases, a manual reconnection fee of dispatching a technician to the site will be charged.

- New Connection Orders (gas supply for a newly built property): if you are requesting the first-time gas connection at a newly constructed property, the installation timeline may vary based on site-specific requirements and coordination with the local distribution network. For more details, please read more information here.