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Broadband connectivity on our sites

We understand some of our customers have been experiencing delays in their broadband/telephone services being connected recently. Unfortunately these issues are beyond our control and we are totally dependent upon the Fibre network provider to connect your telephone line to deliver your phone connection and broadband via the service provider you have chosen. Whilst we will do all we can to assist, we cannot guarantee when this will happen or take responsibility for any delays on the part of the network provider or for any broadband provider.

What are we doing to help?

To help our customers who are experiencing delays, we are liaising with the network provider at the highest level, and pressing them for timely connection of service to those specific sites that are affected and we are also in discussions with them at a national level too.

If you have been affected, in the first instance you should contact your telephone/broadband service provider. If you wish to get in touch with us, please contact the customer service team. We will log your concerns, but please be aware though that we are reliant on the network provider to confirm timescales for connection.


Why do some sites not have access to telephone/broadband services?

In some cases, we have been made aware that the Fibre network providers have been unable to connect sites in a timely way. Accordingly, customers on some sites may face a delay in the provision of telephone/broadband services. This is not an isolated problem and is affecting some sites across the whole New Build industry.

Are these issues always due to an issue with the Fibre network provider?

This is not always the case. The connection for telephone/broadband is provided by a chosen Fibre network provider, however, customers choose their own broadband/telephone service provider. Connection issues can sometimes be due to the service provider and not the network provider. In the first instance customers should always approach their telephone/broadband provider.

What are David Wilson doing to help?

Unfortunately, we are unable to connect our sites to the telephone network ourselves and are wholly reliant on the Fibre network provider to undertake this work. To assist our customers we are pressing the Fibre network provider for timely connection of services to individual sites. We are also continuing to take the issue up at a national level.

Who can I escalate to if I’m without telephone/broadband after I move in?

In the first instance, please contact your broadband/telephone service provider.

You can also register your concerns with your David Wilson Homes Customer Services Department. Whilst we are unable to expedite the connection process directly, we will log your details and provide an update once the Fibre network provider have confirmed a connection date.

When will I find out when my telephone/broadband will be connected?

Prior to legal completion, your Sales Advisor will be able to confirm the latest position.

After legal completion, you should contact your broadband/telephone service provider.

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