Digital Voice/Full Fibre Upgrade Confusion

[WilsonP]

I'm posting here because my automatic switch to 'Full Fibre' has been somewhat confusing!

Throughout the year, I've been getting various letters from BT informing me of an 'automatic 'upgrade (i.e. "no need to worry, we will sort it for you") to FF and Digital Voice, and I note an automatic order was placed on the 26 Aug 2025 at 06:39 according to the list of orders on MY BT Orders page (Order reference
VOL013-xxxxxxxxxxxx)

Ok, not a problem as my regular BB/Phone contract (Fibre Halo 3) was up for renewal or due to run out soon, so it made sense to keep the order, and as the copper lines will be a thing of the past soon.

A final letter from BT dated 28/10/25 was sent informing me that my service was being upgraded at no extra cost to FF & DV, and that Openreach would be in touch about an appointment. I received a two texts (these came through the landline for some reason so were voice texts!) a bit later, informing me of the switchover date and an engineers appointment which was the 28th November between 1pm & 6PM.

Soon after, the new equipment arrived, and set aside for this date, and I confirmed the order and engineers appointment via the Orders page of MY BT. 

But on the due date, no engineer turned up, despite me waiting in all afternoon, and I did not receive any texts or calls to say they had been delayed or the appointment cancelled! 😠

When I checked my Orders, I note it says 'Complete', yet I do not have the promised FF connection!😕 

There was no indication on the Orders page that the engineer had been delayed or appointment cancelled, so am rather puzzled. And to add to the confusion, a few days before the switchover date, I got a letter informing me that I'm out of contract and because I'm a Halo VIP customer I need to upgrade to a new package at a special price! 😠 😕

Is this normal? Has anyone else experienced this?

It seems a daft way of going on when I appeared (?) to be told I was being upgraded to a FF connection with DV, and that here is no need to worry, as everything will be taken care of, yet I'm told in a letter a few days before that I need to move to a new package?

And why make an engineer appointment when no one turns up?

Anyway, I got my son to connect the equipment to our existing BB connection (I note my app was telling me I needed to), and the router is working fine, but he tells me that the Digital Voice phone is not, even though it should with a standard copper line and Smart Hub 2.

Many thanks,

Mick.

[iniltous]

Put your address in here ,

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

post the survey return , it looks like the following, yours may differ slightly.

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG Feed with no anticipated issues.

FTTP Install ProcessWBC FTTP

Up to 1000

Up to 220

--

Available

KCI2 Assure

some FTTP installations are much easier than others , this is for pretty much brand new address with fully ducted infrastructure, so a relatively easy proposition as far as Openreach are concerned ,  the other end of the scale is typically housing built in the1960’s through to the very early 1990’s which is  often ‘DIG’ , direct in ground armoured cables ( no duct ) , the survey network note something line ‘partial DIG’ and can range from a few meters of excavation to 100m of excavation to get a duct to the house from the footway chamber that houses the FTTP equipment…when BT make an arrangement with you they don’t know the particulars of your address .

The change to DV and change to FTTP don’t need to be aligned, BT and OR simply take the opportunity to do them at the same time , I think it’s probable that your individual circumstances mean that Openreach are faced with considerable ‘work’ to get service to your address, hence the delay on the Openreach side 

[imjolly]

@WilsonP 

if you have connected the new SH2 router and working ok have you then connected your phone to the green socket on the back of the hub?  if still nothing can you enter 192.168.1.254 onto your browser address bar and see if you see phone number in hub manager and if connected

[WilsonP]

Should be no problems connecting to my property, as we have overhead lines and the poles have all the FF stuff installed. And my neighbours on either side are on full fibre as are many others around the streets near by! 😲 😕

[iniltous]

OK , so assuming there isn’t an issue actually converting you to FTTP ( accepting that replacing the overhead copper service with overhead FTTP should  be straightforward) ,  then the Openreach non attendance was an error on OR’s part ,  and  although you being inconvenienced by waiting in for them was unfortunate, everything else (the BT parts ) seem  ‘fine’ , if the conversion to FTTP had been booked off as done (but wasn’t ) your current service wouldn’t still be working , suggesting your FTTP conversion was cancelled or delayed , and seemingly this delay on the FTTP conversion has also delayed your change to Digital Voice .
The expiration of your minimum term and invitation to recontract is normal business and not connected to your FTTP or DV migration.
You can call and ask BT why no one turned up from Openreach on the 28th November and if another visit is being arranged

[WilsonP]

Yes, current service is still working, but the DV side is not (the phone settings on the router are greyed out and cannot be accessed and the DV phone says 'Unable to make or receive calls' , so I will contact BT to find out what is going on.

One thing I did notice was that on the 28th October letter about 'upgrading my service', it that it says it is giving me a speed boost and that my 'new' package will be 'Fibre Halo 3, but that is what I already have, and the new speeds will be 74mbps/20 Mbps, which of course, is what I already have! 😖😕

I just looked at the order on MY BT and here is what it says : -

Your order summary

Order placed: Tue 26 Aug 2025

Order reference: VOL013-xxxxxxxxxxxx

Broadband
Fibre with BT Halo 3

Status: MIGRATION

BB-FTTC-FTTP
28 Nov 2025

BB-Inactive-FTTP-NoSIM

--------------------------------------------------------

View your package details

Fibre with BT Halo 3

--------------------------------------------------------

Digital Home Phone

Pay As You Go Call Plan

Status: MIGRATION

[Kimberlin]

@WilsonP 

You might want to redact your order reference.

[shakey1981]

this maybr a mistake by bt go here enter your post code it will then till you if full fibre  is available

edit the order refrence from you post aswell