This topic

Digital Voice/Full Fibre Upgrade Confusion

WilsonP — Wed, 03 Dec 2025 08:18:47 GMT

I'm posting here because my automatic switch to 'Full Fibre' has been somewhat confusing!

Throughout the year, I've been getting various letters from BT informing me of an 'automatic 'upgrade (i.e. "no need to worry, we will sort it for you") to FF and Digital Voice, and I note an automatic order was placed on the 26 Aug 2025 at 06:39 according to the list of orders on MY BT Orders page (Order reference
VOL013-xxxxxxxxxxxx)

Ok, not a problem as my regular BB/Phone contract (Fibre Halo 3) was up for renewal or due to run out soon, so it made sense to keep the order, and as the copper lines will be a thing of the past soon.

A final letter from BT dated 28/10/25 was sent informing me that my service was being upgraded at no extra cost to FF & DV, and that Openreach would be in touch about an appointment. I received a two texts (these came through the landline for some reason so were voice texts!) a bit later, informing me of the switchover date and an engineers appointment which was the 28th November between 1pm & 6PM.

Soon after, the new equipment arrived, and set aside for this date, and I confirmed the order and engineers appointment via the Orders page of MY BT.

But on the due date, no engineer turned up, despite me waiting in all afternoon, and I did not receive any texts or calls to say they had been delayed or the appointment cancelled! 😠

When I checked my Orders, I note it says 'Complete', yet I do not have the promised FF connection!😕

There was no indication on the Orders page that the engineer had been delayed or appointment cancelled, so am rather puzzled. And to add to the confusion, a few days before the switchover date, I got a letter informing me that I'm out of contract and because I'm a Halo VIP customer I need to upgrade to a new package at a special price! 😠 😕

Is this normal? Has anyone else experienced this?

It seems a daft way of going on when I appeared (?) to be told I was being upgraded to a FF connection with DV, and that here is no need to worry, as everything will be taken care of, yet I'm told in a letter a few days before that I need to move to a new package?

And why make an engineer appointment when no one turns up?

Anyway, I got my son to connect the equipment to our existing BB connection (I note my app was telling me I needed to), and the router is working fine, but he tells me that the Digital Voice phone is not, even though it should with a standard copper line and Smart Hub 2.

Many thanks,

Mick.

Re: Digital Voice/Full Fibre Upgrade Confusion

iniltous — Mon, 01 Dec 2025 09:08:36 GMT

Put your address in here ,

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

post the survey return , it looks like the following, yours may differ slightly.

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG Feed with no anticipated issues.

FTTP Install ProcessWBC FTTP

Up to 1000

Up to 220

Available

KCI2 Assure

some FTTP installations are much easier than others , this is for pretty much brand new address with fully ducted infrastructure, so a relatively easy proposition as far as Openreach are concerned , the other end of the scale is typically housing built in the1960’s through to the very early 1990’s which is often ‘DIG’ , direct in ground armoured cables ( no duct ) , the survey network note something line ‘partial DIG’ and can range from a few meters of excavation to 100m of excavation to get a duct to the house from the footway chamber that houses the FTTP equipment…when BT make an arrangement with you they don’t know the particulars of your address .

The change to DV and change to FTTP don’t need to be aligned, BT and OR simply take the opportunity to do them at the same time , I think it’s probable that your individual circumstances mean that Openreach are faced with considerable ‘work’ to get service to your address, hence the delay on the Openreach side

Re: Digital Voice/Full Fibre Upgrade Confusion

imjolly — Mon, 01 Dec 2025 10:28:51 GMT

@WilsonP

if you have connected the new SH2 router and working ok have you then connected your phone to the green socket on the back of the hub? if still nothing can you enter 192.168.1.254 onto your browser address bar and see if you see phone number in hub manager and if connected

Re: Digital Voice/Full Fibre Upgrade Confusion

WilsonP — Tue, 02 Dec 2025 00:49:58 GMT

Should be no problems connecting to my property, as we have overhead lines and the poles have all the FF stuff installed. And my neighbours on either side are on full fibre as are many others around the streets near by! 😲 😕

Re: Digital Voice/Full Fibre Upgrade Confusion

iniltous — Tue, 02 Dec 2025 08:25:59 GMT

OK , so assuming there isn’t an issue actually converting you to FTTP ( accepting that replacing the overhead copper service with overhead FTTP should be straightforward) , then the Openreach non attendance was an error on OR’s part , and although you being inconvenienced by waiting in for them was unfortunate, everything else (the BT parts ) seem ‘fine’ , if the conversion to FTTP had been booked off as done (but wasn’t ) your current service wouldn’t still be working , suggesting your FTTP conversion was cancelled or delayed , and seemingly this delay on the FTTP conversion has also delayed your change to Digital Voice .
The expiration of your minimum term and invitation to recontract is normal business and not connected to your FTTP or DV migration.
You can call and ask BT why no one turned up from Openreach on the 28th November and if another visit is being arranged

Re: Digital Voice/Full Fibre Upgrade Confusion

WilsonP — Wed, 03 Dec 2025 08:18:24 GMT

Yes, current service is still working, but the DV side is not (the phone settings on the router are greyed out and cannot be accessed and the DV phone says 'Unable to make or receive calls' , so I will contact BT to find out what is going on.

One thing I did notice was that on the 28th October letter about 'upgrading my service', it that it says it is giving me a speed boost and that my 'new' package will be 'Fibre Halo 3, but that is what I already have, and the new speeds will be 74mbps/20 Mbps, which of course, is what I already have! 😖😕

I just looked at the order on MY BT and here is what it says : -

Your order summary

Order placed: Tue 26 Aug 2025

Order reference: VOL013-xxxxxxxxxxxx

Broadband
Fibre with BT Halo 3

Status: MIGRATION

BB-FTTC-FTTP
28 Nov 2025

BB-Inactive-FTTP-NoSIM

--------------------------------------------------------

View your package details

Fibre with BT Halo 3

--------------------------------------------------------

Digital Home Phone

Pay As You Go Call Plan

Status: MIGRATION

Re: Digital Voice/Full Fibre Upgrade Confusion

Kimberlin — Tue, 02 Dec 2025 19:36:53 GMT

@WilsonP

You might want to redact your order reference.

Re: Digital Voice/Full Fibre Upgrade Confusion

shakey1981 — Tue, 02 Dec 2025 22:17:47 GMT

this maybr a mistake by bt go here enter your post code it will then till you if full fibre is available

edit the order refrence from you post aswell

Re: Digital Voice/Full Fibre Upgrade Confusion

Lesley_W — Mon, 08 Dec 2025 17:30:41 GMT

Did you manage to get this sorted @WilsonP?

If not, I'd recommend speaking to our technical team so they can get to the bottom of this.

Lesley

Re: Digital Voice/Full Fibre Upgrade Confusion

WilsonP — Sun, 14 Dec 2025 18:59:01 GMT

Lesley,

I've had a letter from BT dated 4the December informing me that they will switch me over to Digital Voice tomorrow. I haven't spoken to anybody, but it would appear that they are not installing Full Fibre (no mention or no engineer appointment scheduled), but shutting down the copper telephone service, and using the current Broadband package for phone use and internet access.

I'm still a bit puzzled why they are not doing an FF upgrade at the same time, but it would appear I have to arrange that independently by signing up for an FF package that they were offering via the deals on MYBT, or on the letter they sent a while back.

Re: Digital Voice/Full Fibre Upgrade Confusion

WSH — Sun, 14 Dec 2025 19:33:20 GMT

It may be that full fibre is not available to you yet.

Certainly, digital voice will function quite happily over copper. I've only just moved to full fibre myself, three months ago, but I've been on digital voice for two years now.

Re: Digital Voice/Full Fibre Upgrade Confusion

WilsonP — Mon, 15 Dec 2025 00:58:59 GMT

As I mentioned in one of my earlier posts, it is available as copper wires are overhead, and all the poles in the area have been upgraded/made ready, and both my neighbours have it along with many other houses in the street!

Re: Digital Voice/Full Fibre Upgrade Confusion

WSH — Mon, 15 Dec 2025 09:39:12 GMT

Oops, sorry. Didn't read the whole thread. Just went by your last post and the title.

Re: Digital Voice/Full Fibre Upgrade Confusion

iniltous — Mon, 15 Dec 2025 09:49:40 GMT

Just a thought , you said you received two texts from Openreach (voice texts as presumably your landline number is what OR have recorded as your contact info ) , it’s possible that the usual text communication from OR needs a text rely to confirm acceptance of the proposed FTTP installation , as obviously some customers may object to FTTP being installed, tenants that would be in breach of their tenancy agreement by agreeing to work without the landlord permission for example….

I wonder if a non standard reply to these OR ‘texts’ were enough for Openreach to cancel the FTTP installation visit (as no acceptance of the proposal was received) and that changed the nature of the job to a straightforward DV migration which doesn’t require Openreach involvement.