Help Center

How to Check Your Installation Booking with Orbus?

Log into My Account on our website using the email you registered with. Once logged in, you’ll find all details about your installation appointment in the Account Overview section.

If you booked by phone or online, we’ll also have emailed you the appointment information. Expect a reminder by SMS five days and two days before your installation to help keep you on track.

Pre-Installation Checklist

Here are a few tips to help you get ready for a smooth installation:

• Choose Your Fibre Entry Point: Think about where you’d like the fibre connection to enter your home. If you’re unsure, our technician can advise on the best location during the visit.
• Preparing for Installation: Our team will need to drill a small hole in your wall to connect the fibre cable. We’ll ensure everything is neatly cleaned up and sealed once done.
• Power Outlets: Ensure you have two free plug sockets near the fibre entry point to power the broadband router and the connection box.
• Adult Presence: Please make sure someone 18 or older is home during the installation, as our technician will need to enter your property to complete the setup.

Need to reschedule your Orbus installation appointment? We understand that plans can change, so if the time no longer suits, please let us know at least 48 hours before your scheduled visit to avoid any disruptions.

For the quickest service, it’s best to call us directly to rearrange. Alternatively, if you're giving plenty of notice, you can email us at customercare@orbus.uk—but keep in mind that we may not see emails sent at the last minute.

We’ll work to find a convenient new slot for your installation.

Not every Orbus installation requires an engineer’s visit. In some cases, we just need your current provider to deactivate their service so we can switch you onto your new Orbus fibre plan.

If an Engineer Visit is Needed

If an engineer visit is required (you’ll have arranged this at booking), here’s what to expect:

• Before the Visit: We’ll email you a reminder, and you’ll receive any necessary equipment, such as your Orbus router, a couple of days in advance. We recommend downloading the Orbus setup app and creating an account to streamline the setup.
• On Installation Day: Our engineer will contact you before arrival. When they get to your property, they’ll show ID and explain the process before they begin.

Depending on how our network connects in your area, they’ll either:

• Install your fibre connection using an overhead line from a nearby pole or via a narrow trench up to your property.
• Set up a new connection box on the outside wall and a smaller box inside where it’s least obtrusive.
• If equipment is already installed, they’ll check and resolve any issues to ensure it’s working optimally.

Once connected, they’ll run a series of quality tests to confirm your Orbus fibre broadband is live and functioning.

If No Engineer Visit is Required

If no visit is needed, your current provider will simply deactivate their service, and Orbus will connect you over the existing fibre line. This process might take a couple of hours, during which you could briefly be offline. We’ll email you as soon as your line is active.

Final Steps

The entire installation generally takes about 2-3 hours. Once complete, you’ll receive an email confirming your Orbus fibre broadband is up and running—then you’re ready to enjoy your new connection!

At Orbus, we partner exclusively with Openreach to bring high-speed fibre broadband to your home. If you need to raise a concern about an engineer visit, we’re here to help.

Types of Complaints Handled by Openreach

If your complaint involves any of the following, Openreach can address it directly:

• Engineer’s attitude or behaviour
• Cleanliness or condition in which your home was left
• Any property damage during the engineer’s visit

The easiest way to reach Openreach is through their live chat service on the Openreach website. For full details on their complaints process, visit the Openreach Complaints Policy page.

Orbus Customer Care Team

If your concern is about an appointment timing or rescheduling, please contact the Orbus Customer Care Team directly, and we’ll be happy to assist.

Yes, we recommend reaching out to your current provider to confirm the end of your contract and avoid any further charges. This step helps ensure a smooth switch to your Orbus service without overlapping payments.

Once you’ve signed up with Orbus, you’ll have a 14-day cooling-off period. During this time, we’ll begin scheduling your installation and keep you updated every step of the way via email and SMS. You’ll receive notifications on all the key details, so you can relax knowing everything is on track.

Your Orbus router will arrive 4–7 days before your go-live date. We’ll send you an email and SMS with tracking details once it’s on its way. Please allow a few hours for the tracking ID to become active as the courier scans it into their system.

If you have any questions, feel free to reach out via our online messenger, phone, or email. We’re here to help!

While we provide all the equipment needed to connect you to your full fibre service, we understand that some customers may prefer to use their own router.

Please note: If you choose to use your own router, we may not be able to offer the same level of technical support as we would with Orbus-supplied equipment, but we’ll do our best to assist you.

Important: Keep your Orbus router safe, as you’ll need to return it if you decide to cancel your service. Charges may apply if the equipment isn’t returned.

Full Fibre Compatibility

If you’re planning to use your own router, ensure it meets the following requirements for compatibility with Orbus full fibre:

• The router must support an RJ45 WAN Ethernet connection.
• You’ll need an RJ45 cable to connect your router to the ONT (Optical Network Terminal).

If you have questions or need guidance, our support team is here to help!

Mesh Wi-Fi may sound unfamiliar, but it has the power to transform your internet experience at home. Instead of relying on a single router, mesh Wi-Fi uses multiple devices, or "nodes," to spread Wi-Fi coverage evenly throughout your property.

Why Consider Mesh Wi-Fi?

If you've experienced weak or inconsistent Wi-Fi in certain rooms, a mesh network could be the solution. The mesh system is designed to eliminate those frustrating dead spots and deliver seamless connectivity wherever you need it.

Orbus recommends mesh Wi-Fi for larger homes or properties with complex layouts. For those interested, feel free to contact our Orbus Customer Care Team to explore your options!