The order process

The order process

How to place your order

Placing your order is simple. Once you have all the information about your request just call us on 0800 783 2023 and our customer service team will place your order and take payment.

If you’d prefer, you can also contact us via our web formAltering our network contact form leaving as much information about the work as you can and we’ll call you back to place your order.

What to expect when contacting us

Contacting us is easy. Our team are on hand to answer any questions you might have about moving or altering our infrastructure. We’ll spend time understanding your needs so we can get the solution that’s right for you.

Some of the work we do is complex and requires time to plan.  For this reason, it’s important you let us know as far in advance as you can so we can be sure we’re ready when you need us.

If you want us to remove or relocate our infrastructure, or even add to it, we’re likely to ask you for the following to help us really understand your requirements:

  • Location of the equipment (the more detail you can provide, the better. We often have more than one piece of infrastructure or equipment at the same location)
  • The type of infrastructure you are contacting us about including what it looks like. You can download a guide to identifying our equipment
  • Why you’re looking to make the change – again, we want to make sure we provide you with a solution that best meets your specific needs
  • Any documented plans you might have (for major projects we’d appreciate this in plans in 1:200 scale).

What happens next?

When you place your order, if we can, we will agree an appointment for the work to be done. We’ll pass all of the information that we have gathered to our specialist planning team who will refine the plans and organise for the work to go ahead.

If the work is more complex it’s likely that a surveyor will visit the location to survey the infrastructure and discuss an agreed solution. Once that’s done we will arrange an appointment for the work to be done by the Openreach team.

Our customer service team will keep you updated throughout your order journey, and if you need anything from us before we contact you, you can get in touch with us on 0800 783 2023.

More complex projects

Sometimes you’ll need a little extra from us and that’s why, if you’re working on a bigger project such as refurbishing or extending an existing building or building a brand new site, we have a team of project managers who can help.

If you’re building a new residential or commercial development find out how we can support your project.

Similarly if you want to explore the possibility of installing a fibre infrastructure into an existing apartment block we’ve a specialist team who will help. Just drop them an email with a few details at

Whenever you have a big project we can help. Just get in touch and we will be happy to talk it through and give you a quote.

Here are just some of the ways we’re able to support and manage a more complex project:

  • Complex and bespoke network solutions including Cat.5/6 cabling, wi-fi installations, CCTV networks

  • Ducts, cabling and wiring for refurbishments or redevelopments

  • Repositioning of distribution points, drop wires, poles and internal distribution connection boxes, underground ducting or cables

  • Installation of equipment, eg switches, IPBX, routers etc.

  • Installation and optimisation of in-home connections (beyond the NTE)

  • Out of hours migration work

  • Connectivity for large events and to remote locations

  • Housing stock refurbishment programmes particularly the change of overhead infrastructure to cope with things like External Wall Insulation (EWI)

  • On-site network disaster recovery.

If things go wrong

We’d like to hope that nothing will go wrong, but just in case, you can contact us on 0800 783 2023. Our customer service team will aim to resolve your query there and then. If that’s not possible, we’ll go and find the answer, keeping you up to date all the way.


Get more information on our products and services, as well as details on how to get in touch with us.