This topic

Full fibre installation

CP7 — Fri, 08 May 2026 17:20:45 GMT

We had OR to our property on 20.04.2026 to install full fibre broadband.
Engineer failed to check fibre was available before disconnecting copper connection to property thus leaving us with no connection.
No broadband or landline.

BT can’t seem to get problem solved, can’t speak to OR to get copper re connected until full fibre available.
Any ideas?

Re: Full fibre installation

imjolly — Fri, 08 May 2026 18:26:09 GMT

Your property must have shown that FTTP was available otherwise you would not have been able to place an order

Can you enter phone number or address and post results including notes

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

Re: Full fibre installation

CP7 — Sat, 09 May 2026 07:04:26 GMT

BT checked when we placed the order.

We checked both BT and OR websites when we were advised of problem still showing available.

Also checked postcodes of other addresses using this pole full fibre available.

Re: Full fibre installation

iniltous — Sat, 09 May 2026 08:48:20 GMT

There is no reason why the old copper connection needs to be disconnected before the FTTP is installed and shown ‘working’ , and if the process followed correctly the copper service should remain if there is a problem with the FTTP service (in effect booking off the fibre job as completed successfully is what drives the cessation of the copper service, no successful installation, copper service remains ) so what was the issue that required the copper service to be removed prematurely (this isn’t normal practice) ….if the overhead service was through trees for example the old cable had be used to ‘draw’ the new cable through the tree canopy , and without doing that the installation would be problematic or abandoned , and similarly on an underground service with congested duct using the old cable to pull in the new cable was the only way to get the new optical cable installed……clearly the tech should check that there is service available at the CBT before doing that type of thing (and arguably pointing out the risk to the customer if the copper service is disconnected before the optical service is confirmed as in and working…..so what was the scenario with you and what is the problem now ….the optical service was connected but not working or it wasn’t possible to get the optical service to the property even after removal of the copper service.
You ask ‘any ideas’ , it’s impossible to offer anything constructive without more information….there is an exemption type order that can override the ‘no new copper connections’ embargo once a place has FTTP as ‘available’ , but depending on what the issue actually is , getting the fibre service in and working may be the more sensible option than reinstalling the copper (which may be as problematic as the FTTP installation depending on what the issue is ) ….although it may seem to you reconnection of the copper service should be ‘simple’ , and the obvious short term solution, it isn’t .

Re: Full fibre installation

WSH — Sat, 09 May 2026 10:00:34 GMT

I can confirm that what iniltous has said was certainly true when I was updated to FTTP, eight months ago.

The installer said he was “just going to clip the old copper but leave it in place”. I told to him to leave it connected until I was satisfied the new connection was working and this is what he did.