Disconnected Copper

[Noodle17]

Hello, I was due to be upgraded to fibre yesterday but the switch couldn’t take place as I have an incorrect hub. A new hub has been ordered - in error BT have disconnected my copper service and have advised even though their error they cannot reconnect. I have a provision date of 22nd January so have no service in the meantime. I have raised a complaint but can’t speak to complaints just communicate by email. It’s such a frustrating poor service, has anyone else experienced this? Thanks 

[imjolly]

this has been highlighted on forum many times yet openreach still persist in disconnecting the copper before ensuring the fibre connection actually works.  do you have 3 green lights on the ONT the small fibre modem?  if so ready to go once get new hub

[Noodle17]

Hi

my fibre installation did not take place

[imjolly]

sorry from your post I thought fibre was installed but could not use it as incorrect hub.  how is your broadband connected from a pole or underground?

[Noodle17]

Thanks, it’s connected via the pole

[licquorice]

So why wasn't the fibre installed?

[Noodle17]

Because I do not have the correct Hub, we agreed to leave any work until after my new hub is delivered. It was after that the copper service was disconnected

[licquorice]

That's madness, you didn't need to have the hub in order to install the fibre and you could have at least have been able to use a laptop connected directly to the ONT.

Any router with WAN port could have been used.

[Noodle17]

Totally agree it’s crazy and getting a complaint department to engage with is equally frustrating.

[chrisjp]

I'm afraid this appears to be all too common, and the fault seems to lie with BT. They get a date from Openreach to install fibre and then they just assume that the fibre installation has been successful without checking with Openreach that this is true. And then, even when the copper cable is still in place, the say that the copper service cannot be restored.