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Fibre Broadband install

Dave19aber — Fri, 15 Dec 2023 14:19:55 GMT

Had an engineer out last Friday to upgrade my connection to full fibre, he left without getting anything to work & I have now been told that no light is getting through on the cable & openreach have had to apply for permission to dig up the road to trace the fault. This sounds like a situation that will be going on for months so, my question is, is it possible to go back to my original connection while this mess is sorted out?

Re: Fibre Broadband install

Keith_Beddoe — Fri, 15 Dec 2023 14:27:16 GMT

@Dave19aber

Welcome to this user forum for BT Retail phone and broadband customers.

What sort of connection did you have before?

When this issue has been posted on this forum before, its not been possible to restore the original broadband connection.

Have BT offered to send out a 4G mini hub to maintain service while the fault is looked at, as its likely to take quite a long time to fix?

Re: Fibre Broadband install

Dave19aber — Fri, 15 Dec 2023 15:37:35 GMT

Copper wire to house from local box, have been sent a 4g box but due to where we are, the signal on it isn’t great

Re: Fibre Broadband install

Keith_Beddoe — Fri, 15 Dec 2023 15:41:54 GMT

That is not going to be possible to restore, which is why they have sent you the 4G hub.

In many cases, especially where there is a shortage of ports in the cabinet, any ceased connection would have been given to another customer.

Re: Fibre Broadband install

Dave19aber — Fri, 15 Dec 2023 17:45:38 GMT

No problem, sounds like this is going to be ongoing for a while then. Any ideas on an average timeframe to get permission to dig up a road? Not going to hold you to anything, I just want get an idea for when I talk to customer services next