Solved! Go to Solution.
Welcome to this user forum. @Mystifyme
You must not cancel your old broadband with another provider, as BT Retail will notify them that BT are taking over the line. The only exception would be, if your old provider was Virgin Media, as they do not use the Openreach network.
If you cancel, before BT have informed them, then there will be pending "cease" on the line, and your BT order will fail.
If you have been given a date, and a phone number, then your BT order has been accepted.
You should be able to track the progress of your order via MyBT.
Does that help?
No, it's a new build, I have an engineer appointment for next week to fit it.
Then, at a guess, I would say that the address is in the process of being added to the Openreach database, but I have asked a BT moderator to comment.
What broadband package have you ordered, as some new builds have a direct fibre into the property, with an Openreach box fitted on the wall inside?
Thanks, then you will have something similar to the picture below fitted. This would not apply to other people who have Sky broadband, as Sky do not sell FTTP (Fibre To The Premises)
People can get confused when the say they have a fibre connection, when its actually only a copper connection to a fibre cabinet, so you need to be clear what you are expecting.
This is a fibre to the premises unit, so you may see this at some neighbouring properties.
I'm unsure to be honest, I definitely don't have one of those in my home, we only have the connections for virgin. I'm not very clued up with all of this technical stuff lol.
Those units are normally fitted when the property is build.
I would suspect that in your case, it only a copper connection to a fibre cabinet, and all that will be fitted is a master phone socket, similar to this. Those arrows on the picture just indicate wher the clips are, should the cover ever need to be unclipped. That would be the same one that Openreach fit for other customers.