This topic

BROADBAND FAIL

MartEngl — Sat, 27 Dec 2025 11:08:00 GMT

How can switching to Full Fibre be a disaster. It is now 290 days, and BT / Openreach excelled themselves by switching my broadband to full fibre when the work wasn't completed, so since the 19th December we have had no internet over Christmas period except via 4G. Working from home fail, TV apps fail, XBox fail, Computer & Laptop fail. All because someone cannot do their job properly. The old system is still installed and verified by an Openreach Engineeer on 24th. He has requested the old system be reactivated immediately. This has not been done yet. You BT / Openreach bosses sit back and have a lovely break. It can't be hard to reactived the port for our broadband. My daughter has medical issues so has regular online diagnosis with her London hospital and she is also a journalist, so this is going to make a great story. How long does it actually take for the broadband to be reactivated?

Re: BROADBAND FAIL

imjolly — Sat, 27 Dec 2025 11:38:12 GMT

this is a customer help customer community forum and your post does not go to BT. have you phone

CS 03301234150 and reported the problem?

what lights are showing on the ONT

from other posts is is unlikely that once existing copper is disconnected that it will be reconnected

Re: BROADBAND FAIL

MartEngl — Sat, 27 Dec 2025 11:48:39 GMT

Thanks and yes, been 290 DAYS of issues upgrading to full fibre, FIVE Engineers came, 33 Emails, 10 Phone calls, Complaints logged, Ombudsman complaint. No lights as the full fibre system is not connected and they switched off the old system, that is the issue. Incompetence.

Re: BROADBAND FAIL

imjolly — Sat, 27 Dec 2025 11:53:22 GMT

as you are obviously not making any progress I suggest you send email to consumer resolutions email in this link. this will go to Executive complaints and that should get you some action

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf