My order has been cancelled, but I didn’t request it
Please reach out to your internet provider for more details around why your order has been cancelled.
In some cases, after an order is placed, we need to carry out further checks to confirm whether we can connect your property to our network. These checks may include:
- Securing wayleave permission from a managing agent or landlord
- Conducting a site or property survey
Occasionally, these investigations uncover challenges that prevent us from delivering CityFibre services to your address at this time.
If this happens, we’ll inform your internet service provider and share the details of the issue.
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Can't find the answer you're looking for? #
If you’re already connected to CityFibre or have an installation booked, you must contact your broadband provider directly, as your contract is with them.
To report damage to your property or our network, use the “Chat with us” icon on the right-hand side of this page.
To report urgent health and safety concerns about our network build, call 0800 298 6267. This number is for emergencies only and cannot help with other enquiries.
Check full fibre availability in your area #
Enter your postcode below to see if you can get connected to CityFibre