This topic

Not available for existing customers

Cushtymush — Tue, 17 Feb 2026 17:01:39 GMT

We have just had openreach full fibre rolled out in my location, i am a bt customer for 30 years & wanted to upgrade to full fibre but was told i couldn't upgrade to full fibre because i have to wait until it is available in "My Offers" & wont be until it was updated in the system that could take months, but, if you are a new customer it is available right away. Surely this can't be right?

Thank you bt for looking after your loyal customer's.

Re: Not available for existing customers

gg30340 — Tue, 17 Feb 2026 17:42:13 GMT

That is not correct about having to wait for it to show in your offers.

Use this checker to see if it is available at your address. It may not yet be available yet if the Openreach work has just taken place.

BT Broadband

If you do not have a non Digital Voice BT phone line use the address checker.

Post the results after you have blanked out your address or phone number.

Re: Not available for existing customers

Cushtymush — Tue, 17 Feb 2026 18:44:53 GMT

Re: Not available for existing customers

licquorice — Tue, 17 Feb 2026 19:12:43 GMT

That shows that FTTP is available. Call BT again, you will get a different agent.

Re: Not available for existing customers

shakey1981 — Tue, 17 Feb 2026 20:24:38 GMT

mine doe this also but then indicate this it not vt openreach says they ae currently building in my area use this

https://www.openreach.com/

Re: Not available for existing customers

BLaZiNgSPEED — Tue, 17 Feb 2026 20:48:35 GMT

That can't be right!

The service is either available or not available at all. I can only speculate if you are tied in some FTTC contract and it doesn't want you to migrate yet as an existing customer? Are you a constant customer for 30 years or did you recently rejoin them in a contract?

As this is the Openreach network, you can test to see if other ISPs within the same Openreach network allow you to upgrade. You can see if Plusnet, EE, Sky, TalkTalk, Vodafone, etc show the same results.

Maybe, it isn't showing up as offers. It doesn't probably give you special offers under the "My Offers" section but that doesn't mean it is necessarily not available.

If you do a postcode checker, does it show up as available? If so, you can alternatively cancel your existing service and manually sign up. Or get someone else within your family to sign up separately to FTTP and see if it works from a new account.

Re: Not available for existing customers

gg30340 — Tue, 17 Feb 2026 20:58:56 GMT

As has been pointed out by @licquorice FTTP is available at your address.

As I said previously there is absolutely no need to wait until FTTP is showing in your "My Offers" nor is there any need "to cancel your existing service and manually sign up. Or get someone else within your family to sign up separately ".

You are best to call BT 0330.1234.150 or BT Retentions 0800.783.1401 who should be able to help. You may find that if you ask to "MIGRATE" to EE you will be offered better deals.

Re: Not available for existing customers

Cushtymush — Wed, 18 Feb 2026 06:02:49 GMT

I rang bt again last night & spoke to someone who actually made the effort & spent 40 minutes to try & sort this out for me which they did.

Thanks for the replies everyone.