When you order broadband, we'll agree a date with you for your service to be activated or installed and send an email or letter confirming all of the dates and details of your order.
We'll keep you informed about the progress of your order by email. If there are any problems, we'll contact you immediately. Please make sure we have your latest email address and home/mobile phone number when you place the order.
If there’s equipment in your order, such as the BT Hub, this will arrive by Royal Mail the day before your activation date. It'll arrive between 7am and 6pm, and Royal Mail will text you ahead of your delivery.
More information on how your BT Broadband equipment is delivered >
There'll be instructions in the BT Hub box on how to connect your Hub and when to do it. In some cases an engineer will install it, if we've agreed that a broadband install is needed. Your billing will start one day after the activation of your broadband has taken place.
You can track the status of your order online or via the My BT app.
