Your broadband order
Order and delivery
After you place your broadband order you’ll get an email or letter confirming your order number, the date your hub will be delivered and expected broadband speed with our Stay Fast Guarantee.
If you are installing your hub yourself:
We’ll confirm your activation date, which is when your broadband goes live. It can go live any time up to midnight.
If an engineer is installing your hub:
We’ll confirm the appointment date and give you a timeslot. Nearer the time we’ll get in touch with the engineer’s name and contact details. The engineer will need access to your property and someone over 18 will need to be there.
Check your details:
Log into order tracker with your BT ID, or order number and postcode. Change your engineer booking up to 1pm the day before.
Your hub will be sent using Royal Mail. If you’ve ordered BT TV as well, it will be sent using Parcel Force. Check your delivery using order tracker or the My BT app.
Our hubs will fit through the majority of letter boxes, so you don’t need to be in. If it doesn’t fit, or you’ve ordered more than one product, it will be left in a dry, secure location.
You will be billed one day after your broadband has been activated and receive your first bill 7-10 days later.
Direct debit: Your first payment will be taken 10 days after your broadband has been activated.
Other payment methods: Your first payment date will be shown on your first bill.
Once you place your order you can cancel anytime up to 14 days after your service starts, or when you receive your equipment (whichever is later).
If you decide to cancel you need to return any equipment we've sent. We'll refund anything you've already paid for the equipment, but if it's damaged we might deduct the relevant costs, find out how to return your BT Hub.