Full fibre installation

[CP7]

We had OR to our property on 20.04.2026 to install full fibre broadband.
Engineer failed to check fibre was available before disconnecting copper connection to property thus leaving us with no connection.
No broadband or landline.

BT can’t seem to get problem solved, can’t speak to OR to get copper re connected until full fibre available.
Any ideas?

[imjolly]

Your property must have shown that FTTP was available otherwise you would not have been able to place an order 

Can you enter phone number or address and post results including notes

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

[CP7]

BT checked when we placed the order.

We checked both BT and OR websites when we were advised of problem still showing available.

Also checked postcodes of other addresses using this pole full fibre available.

[iniltous]

There is no reason why the old copper connection needs to be disconnected before the FTTP is installed and shown ‘working’ , and if the process followed correctly the copper service should remain if there is a problem with the FTTP service (in effect booking off the fibre job as completed successfully is what drives the cessation of the copper service, no successful installation, copper service remains ) so what was the issue that required the copper service to be removed prematurely (this isn’t normal practice) ….if the overhead service was through trees for example the old cable had be used to ‘draw’ the new cable through the tree canopy , and without doing that the installation would be problematic or abandoned , and similarly on an underground service with congested duct using the old cable to pull in the new cable was the only way to get the new optical cable installed……clearly the tech should check that there is service available at the CBT before doing that type of thing (and arguably pointing out the risk to the customer if the copper service is disconnected before the optical service is confirmed as in and working…..so what was the scenario with you and what is the problem now ….the optical service was connected but not working or it wasn’t possible to get the optical service to the property even after removal of the copper service.
You ask ‘any ideas’ , it’s impossible to offer anything constructive without more information….there is an exemption type order that can override the ‘no new copper connections’ embargo once a place has FTTP as ‘available’ , but depending on what the issue actually is , getting the fibre service in and working may be the more sensible option than reinstalling the copper (which may be as problematic as the FTTP installation depending on what the issue is ) ….although it may seem to you reconnection of the copper service should be ‘simple’ , and the obvious short term solution, it isn’t .

[WSH]

I can confirm that what iniltous has said was certainly true when I was updated to FTTP, eight months ago.

The installer said he was “just going to clip the old copper but leave it in place”.  I told to him to leave it connected until I was satisfied the new connection was working and this is what he did.

[CP7]

We left installation to the engineer, not understanding all the technical side.

There are no obstacles etc to pole.

The problem appears to be the pole is not commissioned for full fibre.

[iniltous]

So is the new optical dropwire / CSP /  ONT etc installed , and it’s just not working, if that’s the case is there a red LOS light lit (loss of signal ) on the ONT (the newly installed white mains powered box ) or is the PON light flashing ? 

You seem to have been incredibly unfortunate for this to happen  , in that a couple of errors need to have taken place , Openreach declaring the CBT on your serving pole  (and therefore your property) was ready for service when it wasn’t , if this hadn’t happened you wouldn’t have been able to order , and the tech not checking that there was ‘light’ on the CBT at the pole top , taking down the copper dropwire in advance and only then  realising FTTP  service couldn’t be provided…..

[CP7]

The LOS light is red, LAN flashing green, PON amber.

[iniltous]

The delay seems excessive then , clearly Openreach should be doing something to resolve the issue , the cable ‘tail’ from the CBT on your pole effectively runs to a splitter node , and presumably that does exist and is connected to the headend ….the possible issues are a duct blockage between the pole location and splitter location stopping the CBT tail being introduced into the splitter and spliced , or the cable tail  faulty or incorrectly terminated/spliced ….the second should be a quick fix , but  if (for example) a duct needed replacing because the existing one unserviceable that’s why the cable tail wasn’t ‘connected’ , and that duct work requires roadworks/traffic management, it could introduce significant delays if the local authority has lengthy notice requirements (if it’s a very busy road for example).
TBH , you need to chase BT to get the correct explanation from Openreach and update you (may not speed things up but at least you would have the reason for the delay )  and timescale for resolving this from  Openreach, by Ofcom design Openreach are not allowed to speak to you directly…OR requested many years ago the permission to keep end users updated directly, the likes of Sky and Talk Talk objected so permission was denied.

….it may not be as good as what you normally have but an EE 4G ‘MiFi’ mobile device is usually supplied by BT to give at least some sort of connectivity during these kind of issues , have you asked for this or been offered it  ?