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fibre installation date confirmed, Router / Hub and Digital phone not arrived - please help !

jazblue — Tue, 27 Dec 2022 11:59:36 GMT

My installation date is the 29th Dec . Royal Mail update was 24th Dec saying that they my package and it’s on its way . I am worried the package may not turn up on time .

can the installation still take place , or should I try and move ?

will my current infinity broadband be switched off before the full installation including routers etc has been completed ?

I cannot get hold of any BT a support , as apparently closed and open 9-5 weekdays . It’s the 27th today , so not sure what they are still closed

Any help would be appreciated

J C

Re: fibre installation date confirmed, Router / Hub and Digital phone not arrived - please help !

Keith_Beddoe — Tue, 27 Dec 2022 12:09:50 GMT

@jazblue

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

Is this a full fibre installation you have ordered?

If it is, then Openreach will bring the modem and fit it.

Which BT Home Hub do you already have?

I would not advise that you move the date, as you could be in for a very long wait for a new appointment.

Re: fibre installation date confirmed, Router / Hub and Digital phone not arrived - please help !

Anonymous — Tue, 27 Dec 2022 12:12:34 GMT

RM are back to work tomorrow, so you may get it on time. But installation can still go ahead without it, you just won't be able to use it unless you can connect a PC directly to the ONT.

Highly likely the existing connection will be pulled as scheduled. So if the Hub doesn't arrive, you may need to look to picking one up locally. Unless of course you already have a Smart Hub 2 or other router with a WAN port?

Re: fibre installation date confirmed, Router / Hub and Digital phone not arrived - please help !

jazblue — Tue, 27 Dec 2022 13:01:58 GMT

Hi Keith ,

Thank you for coming back. Yes it is a Full Fibre installation, I currently have Infinity over a copper line , with. BT HUB 5 .

Royal Mail will hopefully deliver the following items

Equipment Serial number

Alexa Advanced Home Phone	-
Smart Hub 2	+0

The HUB 5 does have a WAN port , so as you have suggested this could be used for the installation.

I will have to then swap over to the new Router if not here in time .

Thank you for the advise

Re: fibre installation date confirmed, Router / Hub and Digital phone not arrived - please help !

Keith_Beddoe — Tue, 27 Dec 2022 13:05:50 GMT

It would just be the phone service that you would be without, as its the Smart Hub 2 that provides that.

Re: fibre installation date confirmed, Router / Hub and Digital phone not arrived - please help !

jazblue — Tue, 27 Dec 2022 13:29:06 GMT

Thank you for the good advise . I will keep that date , as the old Hub does have a WAN connection point .

Re: fibre installation date confirmed, Router / Hub and Digital phone not arrived - please help !

jazblue — Tue, 27 Dec 2022 13:30:12 GMT

Ok thanks , that makes sense .