Anyone had any experiences with extended downtimes with BT FTTC / Openreach in the past, how long did it take them to eventually fix it, did you have to chase them up? My FTTP has been down for 3 days now, the report an issue page / BT diagnostics just says "there's an issue in your local area, it should be up and running by at 10pm" but then each morning just switches to 10pm the next day. It seems localised to just a few houses, I know the 4 closest houses are down too, but one about 10 houses up the road is working even though we're all served by the same cabinet. I'd have thought this would have meant it's a pretty local issue but there hasn't been any Openreach people around here?
BT Infinity & FTTx Discussion
- Thread starter michellez
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I haven't yet, their support knows there's an issue, the system reports it when I go to the status page and I spoke to them on live chat a few times but haven't phoned them yet as I haven't had a lot of time. I've just been using my phone as a hotspot as I thought it was only going to be a short downtime but I guess I'll have to call them tomorrow to try to find out what's going on because it's still down.
edit: phoned them, didn't really learn anything else but they're hoping to fix it Monday by 10pm which will be 5 days from the initial downtime. Didn't know they left people without internet for this long, luckily I have unlimited data on my mobile contract otherwise I'd be complaining a lot more
edit: phoned them, didn't really learn anything else but they're hoping to fix it Monday by 10pm which will be 5 days from the initial downtime. Didn't know they left people without internet for this long, luckily I have unlimited data on my mobile contract otherwise I'd be complaining a lot more
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Same here. Nothing my end of our town yet though so no idea how long it’ll be until I’ll be able to order. I have Gigaclear and Lightspeed available now. I just can’t decide lolIt looks like Openreach is finally installing FTTP around here. It was planned for completion by the end of 2026, but there are lots of blue dots showing up on the BIDB map now
Caporegime
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Is there a minimum head height for a space Openreach will install an ONT?
I want mine installed under the stairs but there's only 0.85m of height, power and network all run from there so it's the only convenient location for me.
I want mine installed under the stairs but there's only 0.85m of height, power and network all run from there so it's the only convenient location for me.
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Associate
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I have recently changed my broadband services to BT Full Fibre 500, and have been very impressed.
For context, I was with Virgin Media for a long time. (I originally contacted with NTL back in the 1990s I believe. NTL was later subsumed into Virgin Media.)
However, recently, in 2025, and after many years of solid provision, my Virgin Media broadband connection became very unreliable, and subject to too many outages for me to comfortably remain with them.
So, overall, I didn't move on the basis of price -- I moved on the basis of reliability. A short perusal of Virgin Media's profiles on TrustPilot, Reddit, plus some broadband forums appears to indicate that I was not alone in that regard.
Looking ahead, I have been very impressed with the new BT solution.
In particular, all of the following were very good:
As to the actual broadband connection quality itself, it has been rock-solid. Web usage has been pleasingly quick and snappy since the day of installation. In particular, the speed and responsiveness over my in-house wi-fi setup has been impressive. I also ran a huge (at least, by my standards) online backup (upload) of my files (with a respected online backup provider), and the upload speed and stability of the multi-hour upload was impressive.
So, overall, my experience has been very good, and (so far) I would have no qualms in recommending BT as an OpenReach provider.
One final aside: I have had to adapt to two things with my BT Full Fibre service, which overall, I am quite comfortable with:
I hope this post is helpful/useful to anyone considering making a similar move.
For context, I was with Virgin Media for a long time. (I originally contacted with NTL back in the 1990s I believe. NTL was later subsumed into Virgin Media.)
However, recently, in 2025, and after many years of solid provision, my Virgin Media broadband connection became very unreliable, and subject to too many outages for me to comfortably remain with them.
So, overall, I didn't move on the basis of price -- I moved on the basis of reliability. A short perusal of Virgin Media's profiles on TrustPilot, Reddit, plus some broadband forums appears to indicate that I was not alone in that regard.
Looking ahead, I have been very impressed with the new BT solution.
In particular, all of the following were very good:
- The initial verbal contracting, by telephone. (Note: At time of writing, BT has wholly UK based call-centre colleagues, who appear to adhere to rules and broad ethical standards. This has been a big upgrade on my "out-sourced" Virgin Media experience.)
- The OpenReach installation, performed by sub-contractor Circet. 3 engineers/technicians attended my property. 1 managed and planned, and implemented the external (outside of house) work. 1 took instruction, and implemented the internal (inside of house) work. 1 stayed for a short moment, seemingly to supervise, then went to another job. The process was efficient, and they did the job right, first time.
- The OpenReach installers being straightforward and plain-speaking in their advice on the best and most practicable position for the following:
(1) the OpenReach ONT (Optical Network Terminator) (i.e., the "little white wall-based connection unit"),
(2) the BT Smart Hub 2, and
(3) the optional (and additional) EE Hybrid Connect unit (essentially, a 4G SIM-based “mobile signal” redundancy unit), which I decided to add to my solution.
As to the actual broadband connection quality itself, it has been rock-solid. Web usage has been pleasingly quick and snappy since the day of installation. In particular, the speed and responsiveness over my in-house wi-fi setup has been impressive. I also ran a huge (at least, by my standards) online backup (upload) of my files (with a respected online backup provider), and the upload speed and stability of the multi-hour upload was impressive.
So, overall, my experience has been very good, and (so far) I would have no qualms in recommending BT as an OpenReach provider.
One final aside: I have had to adapt to two things with my BT Full Fibre service, which overall, I am quite comfortable with:
- ThinkBroadband's BQM ("Broadband Quality Monitor") service (details here) is not supported by the BT Smart Hub 2. As a long-term Virgin Media user, I had got used to running a BQM, as my Virgin Media connection was often unreliable, and I needed a visual representation as to what was going on with it.
- The SamKnows "Real Speed" test (details here), also, is not supported by the BT Smart Hub 2. Instead, I have relied on more rudimentary speed testing pages, such as the "classic" SpeedTest.net, and also Fast.com.
I hope this post is helpful/useful to anyone considering making a similar move.
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Associate
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Quick update (to follow-on from the post above):
I forgot to add one other thing that went well.
I was also transitioned from my copper-based BT land line home-phone to BT's so-called "Digital Voice" (AKA: an "internet phone", or "Voice Over IP" [VOIP]) home phone solution, which is dependent on the Smart Hub 2 to work.
The Circet engineer/technician who was working internally (in the house) set up (and tested) a single digital voice phone adjacent to the BT Smart Hub 2. I retained my original landline number with no problems. (This was already promised, prior to proceeding on the day of installation.)
On the day of installation, interestingly, both my copper-based landline and the new "Digital Voice" solution were working, concurrently. Then, circa 48 hours later, the copper-based landline was disabled. This, to me, seemed like a sensible approach, as if the "Digital Voice" solution encountered problems, I would still have been able to make a land-line call about it (at least, for 48 hours).
Some Extra Comments on BQM Non-Support (As Standard) By the BT Smart Hub 2
Also, here are some extra comments on ThinkBroadband's BQM ("Broadband Quality Monitor") service (details here) not being supported by the BT Smart Hub 2.
As noted above, I used a BQM service for many years as a VM customer. So, it has been a big change to no-longer be able to use that, as standard. It has taken me some time to get used to not having a visual/graphical representation of the quality of the connection available to me. While I have gotten used to accepting that, I have also made some tentative enquiries on finding a "workaround" to get a BQM working with the Smart Hub 2, over on the ThinkBroadband forums, here.
All things considered, I hope my two posts give a useful insight into what a VM to BT switch may entail, and what to expect if all goes to plan.
I forgot to add one other thing that went well.
I was also transitioned from my copper-based BT land line home-phone to BT's so-called "Digital Voice" (AKA: an "internet phone", or "Voice Over IP" [VOIP]) home phone solution, which is dependent on the Smart Hub 2 to work.
The Circet engineer/technician who was working internally (in the house) set up (and tested) a single digital voice phone adjacent to the BT Smart Hub 2. I retained my original landline number with no problems. (This was already promised, prior to proceeding on the day of installation.)
On the day of installation, interestingly, both my copper-based landline and the new "Digital Voice" solution were working, concurrently. Then, circa 48 hours later, the copper-based landline was disabled. This, to me, seemed like a sensible approach, as if the "Digital Voice" solution encountered problems, I would still have been able to make a land-line call about it (at least, for 48 hours).
Some Extra Comments on BQM Non-Support (As Standard) By the BT Smart Hub 2
Also, here are some extra comments on ThinkBroadband's BQM ("Broadband Quality Monitor") service (details here) not being supported by the BT Smart Hub 2.
As noted above, I used a BQM service for many years as a VM customer. So, it has been a big change to no-longer be able to use that, as standard. It has taken me some time to get used to not having a visual/graphical representation of the quality of the connection available to me. While I have gotten used to accepting that, I have also made some tentative enquiries on finding a "workaround" to get a BQM working with the Smart Hub 2, over on the ThinkBroadband forums, here.
All things considered, I hope my two posts give a useful insight into what a VM to BT switch may entail, and what to expect if all goes to plan.
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Loads of room for it there.Is there a minimum head height for a space Openreach will install an ONT?
I want mine installed under the stairs but there's only 0.85m of height, power and network all run from there so it's the only convenient location for me.
f8lure.mouselike.org supports reverse tests.
Caporegime
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Thanks
Associate
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Many thanks for that link -- very much appreciated.
I was not aware of that site/service.
In the short-term, I think I am going to focus-in on trying to get a ThinkBroadband BQM working via a "workaround method" (as discussed over on the ThinkBroadband forums, here), but I will keep that link bookmarked and will check it out when I can.
Thanks again.
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I’m getting a bit frustrated with the change from copper to fibre … I first ordered in May. After the initial contract email I received nothing. They then came and dug up the drive and fitted the cable to the side of the house saying that another team would retarmac the drive.
A couple of weeks came and went and I heard nothing … which was a pain as the driveway was unusable during this.
Phoned them up to say I’ve not heard, what’s happening to be told , oh we cancelled your order cause you didn’t reply to the emails …. What emails.
Turns out they had sent the emails to a bt address linked to the account but they had also deleted cause I rarely used it.
So I had to create a new order… engineer date provisionally set , never confirmed. They have thankfully redone the driveway now.
Engineer date has come and gone , nothing heard since. Phoned back up to be told apparently there is more civil work to be done but can’t say what and can’t give a date. I don’t know what it’s waiting on. I’ve been that bored I’ve even dug a better trench for the cable by the house and got the route sorted for where I want the box to go.
Sigh.
A couple of weeks came and went and I heard nothing … which was a pain as the driveway was unusable during this.
Phoned them up to say I’ve not heard, what’s happening to be told , oh we cancelled your order cause you didn’t reply to the emails …. What emails.
Turns out they had sent the emails to a bt address linked to the account but they had also deleted cause I rarely used it.
So I had to create a new order… engineer date provisionally set , never confirmed. They have thankfully redone the driveway now.
Engineer date has come and gone , nothing heard since. Phoned back up to be told apparently there is more civil work to be done but can’t say what and can’t give a date. I don’t know what it’s waiting on. I’ve been that bored I’ve even dug a better trench for the cable by the house and got the route sorted for where I want the box to go.
Sigh.
According to that, it looks like I'll have it available by the end of the year.
I've noticed on BIDB that they've been working in my town, but it looks like they've started at the other end. I've just checked a street there and it says 'Available to order soon'. This works out quite well, as my Virgin contract is due to end in January.
I've noticed on BIDB that they've been working in my town, but it looks like they've started at the other end. I've just checked a street there and it says 'Available to order soon'. This works out quite well, as my Virgin contract is due to end in January.
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Useful that they've updated the checker with a more 'detailed' tracker. Ours is showing as 'in the next year' so at least gives us some idea of timing.
Very nice, mine is available to order soon.. Got virgin 1gig service just now, works perfectly well, would prerfer some competition!!
Only issue I can see for me is the route the firbe will take. Currently I have a small distribution point on my adjoining outside wall, which is the connecting ppoint for my neighbours copper lilnes. The 20 pair cable runs inside a conduit to god knows where, how they are gonna pull fibre to my premises will be worth a watch!!
Only issue I can see for me is the route the firbe will take. Currently I have a small distribution point on my adjoining outside wall, which is the connecting ppoint for my neighbours copper lilnes. The 20 pair cable runs inside a conduit to god knows where, how they are gonna pull fibre to my premises will be worth a watch!!
I'm in the same boat just now. Did a postcode check most if not all the houses can get it but the flats 2 blocks of 4 residences can't get it yet. It's been a few years seen openreach everywhere but in our block. Heartbreaking!
I put my email into the Openreach FTTP notification thing years ago and finally got an email recently about FTTP plans finally starting in the area. I'm on an 18 month stint of gig1 with Virgin Media currently. Probably wishful thinking but it'd be nice if they have it up and running when my contract is up.