Overview
You can track the progress of your order through My Account.
We’ll also send updates by email or SMS to keep you informed about important milestones.
Access your order information
Log in to My Account to view:
- Your order status
- Upcoming appointments
- Required actions
- Installation details
Understanding your order status
Your order may show different statuses as it progresses.
Common statuses include:
- Order received
- Installation required
- Appointment booked
- Installation in progress
- Service ready to activate
- Service active
Complete any required actions
To avoid delays, check whether you need to:
- Confirm an installation appointment
- Provide additional information
- Sign a wayleave agreement
- Update your contact details
Installation updates
We’ll let you know if:
- An engineer appointment needs to be changed
- Additional work is required
- A pre-installation survey is needed
Frequently asked questions
How long does installation take?
Installation times vary depending on your property and whether additional work is required.
I haven't received any updates. What should I do?
Check your junk or spam folder and ensure your contact details are up to date in My Account.
Can I track my installation engineer?
Engineer tracking may not be available for all appointments.