September 11, 2026
Have questions about your broadband service?
From checking your IP address and understanding internet speeds to delivery and installation timescales, we’ve got answers to the most common queries.
Explore the FAQs below for quick solutions and guidance to help you get a smooth broadband experience.
What is my IP address?
To identify your fixed IP address, please check on https://whatismyipaddress.com/
What broadband speeds can I receive?
Please use the following link to see the speeds for your line:
If you’re experiencing issues with your broadband speed, check our self-help guide to improving your connection here
When will my hardware be delivered?
If you’ve ordered hardware as part of your order, such as a router, we’ll deliver it roughly two or three days before the ‘go live’ date.
You can specify where you want your hardware delivered. But if you don’t, we’ll just use the installation address as the delivery address.
We recommend contacting our provisioning team if your hardware hasn’t arrived 48 hours before your installation date. They can track it and potentially order a replacement in time for installation if needed.
How long does it take for my broadband to be installed?
The average time required for broadband installations are listed below. This estimate is from the time the order is placed with our provisioning department to the time an engineer visits your site to physically install the connection:
| Product type | Service level agreement |
| SoGEA (Single order generic ethernet access) | 10-15 working days |
| FTTP (Fibre to the premises/full fibre) | 15-25 working days |
Installation times are subject to Openreach engineer availability in your area and also the available line plant serving your premises. Extra work is sometimes needed to install the service at your site, which can result in the installation taking longer
Our provisioning department monitors every step of the installation and will be sure to update you with any important details.
