Your Broadband Order Status

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Q. When will my broadband order go live?

Q. I rang the Order Tracking line and it states that I am unable to have ADSL broadband as I have incompatible products on my line. What does this mean and can I get these removed?

Q. My broadband connection is live, or shortly due to go live and I haven't received my modem yet. What can I do?

Q. When will my broadband order go live?

A. Demon will endeavour to make the service available within 15 working days, subject to acceptance of order and service provisioning by BT. If there are any problems with your order, our Broadband Provisioning team will email you within 10 working days. If you have not heard from the team within this time, you should assume that everything is progressing as normal.

If you have not heard from us by the 15th working day after you placed your order, please email demonot@demon.net and we will email you an update of your order status as soon as possible. Alternatively you can call our automated Broadband Order Tracking line on 0845 275 5527.

Q. I rang the Order Tracking line and it states that I am unable to have ADSL broadband as I have incompatible products on my line. What does this mean and can I get these removed?

A. Your broadband service will be delivered over British Telecom lines. BT's line checks may identify incompatible products on the line your broadband service is being provisioned on which will prevent the order from progressing. In order to resolve this you must contact BT to have these incompatible products removed.

The most common reasons for incompatibility on a BT line are, but not limited to: BT Highway, PBX lines, Red Care, BT Video, BT DataStream and coin box operated phones. Please call either BT Residential Customer Services on 150 or BT's general Customer Services on 0800 800 829 for further information.

Q. My broadband connection is live, or shortly due to go live and I haven't received my modem yet. What can I do?

A. If you have ordered a router or modem with your broadband service, we will endeavour to dispatch this for delivery prior to the proposed live date for your service. If, however, you have not received your equipment by the time your service is live, please contact our Customer Services team on 0845 271 0666 for assistance.