This topic

Fibre fitted recently

Mrshoe22 — Sat, 29 Aug 2026 10:14:57 GMT

Just had fibre fitted. Router was moved. Terrible broadband/wifi in every room except where router is in its new position. No tvs work upstairs at all. Got the 900 BT package but only getting 280 speed in room downstairs where router used to be. Now they want me to pay £10 extra a month for extenders. !! Everything everywhere worked absolutely fine before. Have had to move the phone too into a room we rarely use across from hall where the router us. All so that the wiring could be done simply for BT . This seems very wrong when everything worked before and I did not request fibre but complied with BT when told that they were putting fibre everywhere in the area within the year. So disappointed. Still paying for something I haven't got and now being asked to pay more to fix a problem I didn't create! Openreach engineer came out this morning to test and verified that where fibre comes into house and where router has been moved to is a good download reaching promised level but as soon as he moves into other rooms downstairs it drops to 280 and upstairs even worse. Who has responsibility fir fixing this problem caused by a forced change to my service from BT?

Re: Fibre fitted recently

imjolly — Sat, 29 Aug 2026 10:22:44 GMT

did you get a new router? can you not move the router with longer ethernet cable? If you now have digital voice phone then you can get adapter to plug into another room and get phone to work instead of plugged into hub - just phone CS 03301234150 and as for an DV adapter

Re: Fibre fitted recently

WSH — Sat, 29 Aug 2026 10:22:59 GMT

I don't know if it helps you, but the router does not need to be right next to the ONT, (the box Openreach put on the wall).

In fact, the cat 5e/cat 6 ethernet cable connecting the two can be up to 100m long, so is it feasible to move the router back to where it was?

Re: Fibre fitted recently

Mrshoe22 — Sat, 29 Aug 2026 10:38:23 GMT

Thanks for your reply. Much appreciated. do understand that the router can be moved. However, I was told that I would need to buy the cable(dont know what cable to buy anyway) and then fit the cable to move the router. (not an electrician and in my senior years). I am just gobsmacked at the service. I am having to pay for and fix a problem I didn't create! Who has responsibility for making sure the whole new system works 'seamlessly' as was promised in the explanation of how marvellous fibre will be on the BT website?

Re: Fibre fitted recently

Mrshoe22 — Sat, 29 Aug 2026 10:44:40 GMT

Hi thanks for your reply. Issue is I have to fix and pay for the problems I didn't create. My system was working perfectly before I was told that fibre needed to be fitted. Waiting on phone extender and querying cost of having to pay for disc extensions for a service I did not request, that I am having to pay for and not getting and being asked to pay more for to fix the problem as well as being told that I can fix it myself. It is mindboggling in terms of customer service!!

Re: Fibre fitted recently

imjolly — Sat, 29 Aug 2026 10:46:31 GMT

did you get a new BT hub? the new cable is a standard ethernet cable cat6 or about and it simply disconnects from the ONT (white box on wall) and the router then connect new cable just insert into ONT and connect to wherever you hae moved router - there is no electrical connection and no electrician needed

get the free adapter for phone and then can move to room of your choice

wifi coverage in your home is your responsibility

Re: Fibre fitted recently

WSH — Sat, 29 Aug 2026 11:11:07 GMT

The cable is just a standard cat 5e or cat 6 ethernet cable, mate. Just unplug the cable BT supplied and plug the new one in. It's just simple plug and play.

You'll get one off Amazon etc. I've just checked. 10m is a tenner, 20m is £12. (Just avoid anything labelled CCA, copper clad aluminium). It's rubbish.

Re: Fibre fitted recently

Mrshoe22 — Sat, 29 Aug 2026 11:18:14 GMT

Hi. Thanks for replying. Ironically , when checkingcways to improve speed, first BT helpsite said cant connect to this page. Tried another route and watched video that advises what helps. Why then did Outreach engineer place the router in a place against all the advice on BT video and why am I having to pay for and fix this problem I didn't create? Who has responsibility for sorting this?

Re: Fibre fitted recently

WSH — Sat, 29 Aug 2026 11:31:27 GMT

Unfortunately, wiring inside the house is your responsibility. Openreach are only responsible up to that box, the ONT (Optical Network Terminal). You could get it moved but it will be costly, as you must have agreed to that location initially.

The ONT needs power and so needs to be within about a 1.5m of a power socket. Fibre optic cable also doesn't do tight bends either, so there is a limit where they can run the cable. The installer will have put it where he thinks best/most convenient.

Another fix would be to buy a cheap wireless access point. Plug that into the router on a long cable and position it where you get a better signal.

Re: Fibre fitted recently

Mrshoe22 — Sat, 29 Aug 2026 11:48:12 GMT

Hi. I get that I could fix it but surely Openreachvengineers know the optimum place for a router and shouldn't have positioned it in the worst possible place?

Re: Fibre fitted recently

WSH — Sat, 29 Aug 2026 12:00:52 GMT

As I thought I'd said, the router and wireless are not their concern. Their job ends at the box on the wall and getting that installed and working is their only concern. Openreach and BT are separate companies. While BT supply the router and the broadband service, that part is nothing to do with Openreach.

Sorry if that doesn't help but we are just fellow customers on here. (Although a lot of us regulars are ex-trade and so can advise with setting things up etc.) If you really want to take this further you'll need to phone customer services.

Re: Fibre fitted recently

imjolly — Sat, 29 Aug 2026 11:59:13 GMT

openreach are more concerned on the position of the fibre cable and the ONT ensuring near a power point. the hub is then connected and openreach ensure the hub is connecting to internet. It is up to home owner then to reposition router if they think necessary

Re: Fibre fitted recently

Mrshoe22 — Sat, 29 Aug 2026 12:02:24 GMT

Hi. Thanks for info. I understand that Openreach is a seperate company though still puzzled that they wouldn't be interested in optimising the service from BT . Who is responsibke for optimizing the BT service in the house after fibre fitted by Outreach? I get it it and have been in touch with customer services. Seems though that nobody wants to take responsibility for this mess. Hey ho. Onward in the fight to get it sorted. Thanks for your help and advise.