topic Re: Upgrading to Full fibre and out of contract paying full price in My Order

Upgrading to Full fibre and out of contract paying full price

mouthmoth — Mon, 10 Nov 2025 16:19:15 GMT

This is a sore one as I am paying through the nose for the upgrade to happen, I under stand there are some works involved but there is no indication to how long this will take. Original order was on 2nd October more than 4 weeks ago.

My recent bill showed payment for a delivery but no new router. OR have been texting saying they will and have spoken to letting agents but am not sure where to look to an ETA. an OR did call me confirming they were calling them so that was a slight relief. This is expensive though, and i fear it will all fall throgh and wll be forced into some other contract but then stuck since the copper lines start to stop working.

Can anyone help?

Account number:

*******

[Edit: Removed account number from public post]

Re: Upgrading to Full fibre and out of contract paying full price

Baldrick1 — Mon, 10 Nov 2025 13:39:15 GMT

Moderator's note:
Thread moved from Full Fibre to My Order

Re: Upgrading to Full fibre and out of contract paying full price

pvmb — Tue, 11 Nov 2025 16:16:59 GMT

@mouthmoth wrote:

This is a sore one as I am paying through the nose for the upgrade to happen, I under stand there are some works involved but there is no indication to how long this will take. Original order was on 2nd October more than 4 weeks ago.

This is likely not unusual!

I renewed my existing FTTC contract in September before it ended, to move to a fibre contract. The original date stated for installation was 1 October. I too was moved to an Out of Contract charge - with an explanation that it would later be corrected as the delay was "not your fault".
In the event, I got the first text message about my fibre order from Openreach on 8 September but the final commissioning date for fibre was 27 October - the ONT having being installed on spec previously. So I have been charged two months Out of Contract charges and am waiting for my next PN bill to see if this has been sorted out.

The landline is only withdrawn after the PON connection is working. Mine was disconnected a couple of hours after the ONT became active. (But landline still has dial tone and 17070 service - no 'Ringback'). Or are you worried about transferring your existing landline number to a digital service provider elsewhere?

Re: Upgrading to Full fibre and out of contract paying full price

mouthmoth — Tue, 11 Nov 2025 17:50:58 GMT

Thanks for reply, I do fully expect my bills to reflect this delay and hope they adjust accordingly to what I re-signed up for.

I am not worried about the landline per say as I don't need it for home alarm reasons, I was just making sure I am future proofing myself. Hope to hear something soon, at before the silly season starts as I have a whole load of family coming over.

Re: Upgrading to Full fibre and out of contract paying full price

bmc — Tue, 11 Nov 2025 18:32:59 GMT

@mouthmoth

Generally speaking new contract prices are not applied until the actual service begins. It can acause chaos with bills as they are generated a week in advance of the payment date and can "miss" changes. Usually it sorts itself out the following month.

Routers are sent out to arrive "just in time" for the new service. If you don't have a confirmed date yet then the system doesn't know to dispatch. When it is sent you are emailed with a tracking number for the Psot Office delivery.

Brian

Re: Upgrading to Full fibre and out of contract paying full price

jab1 — Tue, 11 Nov 2025 18:42:46 GMT

@mouthmoth If you already have a PN Hub2, you will not need a new router.