Order cancelled by staff member no correspondence

[laurenk170920]

Hello.

I was emailed to confirm my address as they noticed a discrepancy and if the address was incorrect they would have to reschedule my broadband activation. I confirmed the address was correct, but when logging on noticed that my broadband has been completely canceled, even though it was due to be activated this Monday? I have no way to see if I will be getting broadband or not, even though the Hub has already been delivered.

I also need an engineer to install a phone line in my flat but I can’t request this because I don’t even know what’s going on with my order? Can someone please let me know what I can do. I have tried reaching out many times. I do not want to go ahead and try to repurchase broadband in case I get billed twice. Thank you.

[redchiz1]

Sadly, the NOW support team don't deal with anything via this community. You will need to contact them directly by calling 0330 332 3050. They are open between 8:00am and 8:00pm. 

[gavs82008]

@laurenk170920 

It could either be a glitch or your area is in a stop sell area for FTTC which is what NOW can only offer.
https://www.ispreview.co.uk/index.php/2023/09/openreach-stops-selling-new-uk-analogue-copper-phone-l...

As @redchiz1 you won’t get staff on here replying to posts. So you are best to call them as mentioned in the post from @redchiz1 

[Jayach]

If you don't currently have a BT/Openreach connection in your flat, getting one installed is likely to be difficult, as they are being phased out.

What options are you given if you check the Ofcom site here:

https://checker.ofcom.org.uk/en-gb/broadband-coverage