Holiday Home Ordering & Installing

This guide explains how ordering and installation work for holiday park broadband.

1. Check availability

Use the Service Checker with the park postcode to confirm:

• Which park packages are available
  
• The speeds available at that park

2. Place your order

When ordering, you will be asked:

• Whether equipment is already installed (Yes / No / Don’t know)
• Whether the unit is sublet through the park

If the park is paying for the installation, add a note in the order summary.

3. Order checks and surveys

After your order is placed, we:

• Review your details
• Check for existing equipment if selected
• Confirm whether an engineer visit is required or if remote reconnection is possible

New installations will proceed to engineer scheduling.

4. Schedule installation

We will contact you to agree an installation date and confirm:

• Whether someone will be present on-site, or
• Whether a key will be left with the park office

Before the visit, ensure indoor and outdoor installation areas are clear and accessible.

Access and contact requirement

• If you leave a key with the park office, this confirms access only. 

You must be contactable by phone or email on the day so the engineer can explain the work and obtain approval before proceeding. 

If we cannot reach you, the installation may be paused and referred back to our Service Delivery Team. 

• If no response is received by the deadline provided, the appointment will need to be rebooked.

5. Router delivery and setup

• New installations: 
  The engineer supplies and sets up the router during the visit.

• Reconnections or upgrades:
  The router is sent by post before activation.

Confirm whether the park office can accept deliveries or provide an alternative delivery address.

6. Installation day

• Engineers work between 9am and 5pm
  
• A call-ahead with an estimated arrival time can be requested
  
• The engineer completes the installation or reconnection
  
• The service is tested before leaving

If work cannot be completed due to access issues or missing equipment, a £50 abortive visit fee applies before rebooking.

7. Activation and testing

Once installed:

• Your service is activated
  
• Login details are emailed if required
  
• You should test your connection

If you experience any issues after activation, contact the Vfast Service Desk.