HELP & ADVICE

COMMON DELAY REASONS

Below, you’ll find some common reasons for hold ups.

Even if they’re beyond our control, we’ll work with you to sort them out quickly. 

Track your order

 
 
 
 
 
 

What’s an access agreement (AKA wayleave)?

  • This formal document gives us permission (from the property owner or the tenant – in legal terms, the “Grantor”) to install our services. It also covers things like maintaining equipment at your site. 
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  • By law, we need this permission before starting any work, or extending any part of our network on privately owned land.
 
 

Excess costs

Securing a wayleave (if you need one) and/or completing physical works (if they’re complicated) may cost extra. We aim to let you know at the planning stage if this is the case. 

 
 

Network capacity

When you order, we’ll choose the nearest connection point to our network (we call this a hub-site). Sometimes while planning your install, we find that hub-site is at full capacity. Don’t worry if this happens we will let you know and explain next steps. 

 
 

Force Majeure

This covers circumstances beyond our reasonable control – things like extreme weather conditions, power failures, natural disaster, fire subsidence, epidemic, strike or labour disturbance, terrorism, war or civil disturbance.

 
 

Noticing

It’s called ‘noticing’ when we have to give the local authority notice of the construction and cabling you need. (Maybe it involves a temporary road closure or parking bay suspension.) The time this approval takes depends on your local authority. 

 
 

Blockages, civils and cabling

After your site survey, we should be in a position to know if we need to do any cabling or construction work (like digging up a road) to connect your building to our network. Usually we need to schedule in this work with the local authority, which can affect your order delivery timelines. Your order manager will keep you updated, every step of the way. 

 
 

Embargos

Local authorities set embargoes when they’ve planned events that prevent work on roads, pavements or pedestrian areas (anything from Christmas markets, to marathons). We’re usually told about these after applying for permits.

 
 

Deviation from estimate (DFE)

Sometimes once we’re on site, we’ll notice issues that mean replanning your order. We call this a DFE – the aim is to make sure we get your service working as quickly as possible. Don't worry, we’ll manage this and your order manager will keep you up to date with everything.

 
 

Missing network or track

Depending on how much network’s missing, we’ll either:

Go through the blockage process: we raise a DFE and our contractor just carries on with the works.
Create a new plan for your install and rebook these works.

 
 

Third party delays

Our third party suppliers can also stop the clock on an order, for these reasons:

Customer delay
Civils and cabling
Wayleave
Force majeure
Excess costs
Noticing

Our suppliers will always tell us about any delays and the impact they may have on your install.

 
 

Site specific risk assessment method statement requirements (or, the catchy SSRAMS)

If you need a risk assessment method statement, let us know. Sometimes you’ll need one before third parties like us, can go onsite.

What’s RAMS?

We can forward this to you when you place your order. It covers safety policy, procedures, accreditations, safety performance, insurance certificates and safety task statements (these are risk assessments for the tasks that our engineers will carry out).

How about SSRAMS?

This is a more detailed version, based on your specific site. Either we’ll send it to you before your visit, or our engineer will bring it with them. It can take a little longer to produce and there may be a cost. So let us know as soon as you can, if you need one.