How on earth do I get FTTP installed

[RobbieH]

Long time TT client (20+ years). Currently on FTTC, was known as 'Fibre 35'. Stable for years, 20Mb ish connection, but now getting a bit slow.

Received emails in July 2025 offering upgrades, one of which appeared to be a 65mb connection over existing copper at a cheaper price than I currently pay. Three times I clicked on the email links (no, it wasn't a scam email), each time getting a website response 'we'll respond in 7-10 days for the next steps'. No mention it would mean going to FTTP. Anyway, no emails EVER arrived.

Scroll forward to early September, another email offer. So I went on the chat.

No probs, we can offer 'Fibre 65' but it is a full fibre, FTTP, not over copper.
After some discussion I signed up with an install date of 3rd November, between 1 and 6pm (I was out of the UK in the intervening period). All the documents come through by email. Nice one......

November 3rd, Openreach engineer (might have been a sub-con) arrives, early at 11am as it turns out as he's finished an earlier much quicker than expected. We identify the old Nynex manhole in the nearby pavement for the fibre termination, about 25m from my house, and the BT manhole where the copper is, about 10m from my house front.The duct from the Nynex to the BT manhole is clear; no issues there.

Now, the copper from the BT manhole to my house is in a duct which we identify but the cable just emerges from the ground and runs up the wall to a small grey box, then into the house (where the Openreach 'Master Socket 5C' is wall mounted directly adjacent to the grey BT box outside. The original BT inside socket was upgraded by TalkTalk/Openreach some years ago when there was a problem which was traced to another engineer having disconnected my copper at the local exchange!!!). Anyway, the black copper cable just comes out of the ground and up the wall for some 12"; there is no 'hood' which the engineer said there should have been to protect the cable and the exit from the in-ground ductwork. Looking at other houses I can see some of these 'hoods' but in my case, there's never been one since I moved here in 1995 (new build detached house) but not realising about such things I never paid it any heed.

Engineer scratches his head while we talk through all this and gives the cable a tug. It's solid. 'Maybe the ductwork has got blocked; roots, debris, not sure' he says.

'Sorry I can't do owt today but I'll report it and you'll get a message to book another visit from a 'civils team' whio can put a camera in the duct, see whats going on, unblock it, install the fibre and get you connected at the same time'. He also tooks some photos which he said would be added to his report.

Then we disuss where the new ONT would be mounted and he's happy with me asking if it can replace the existing Master Socket and the fibre will be fed through the existing hole the copper runs through. And a proper 'hood' can be installed that's been missing for 30 years.

In comes a text and email to re-book. Which I do. For Friday 21st November, between 1 and 6pm. I'm in and available. No one turns up......

I get on the chat again. Openreach cancelled the appointment!! No ideas why; I didn't, neither did TT according to the chat.

So, after a lot of too and fro, I book another install but make it clear I've been advised a 'civils team' needs to attend so can this be made clear on any notes to Openreach.

'Yes, it has been done and I assure you the install will go ahead' says the chat reply (not sure if these are real people or just a bot system; the approach and questions just seem to be exactly the same for all the chats I've had and I have to repeat myself so many times it's beyond belief).

So, more contract documents get emailed out. Fortunately the chatbot or whatever, says they will honour the September price (note: the later November documents slipped in a £1 price rise; cheeky, putting it mildly. I signed for a a given price; TT/Openreach failed to honour their end of the contract and try to sting me with a subsequent price rise!! Are you real......)

Another visit is booked, the same chat and polite advice that TT need to emphasis the need for a 'civils team' to clear the ductwork for the fibre. Again, the same assurances back to me, yes that's been done, yes, you WILL have fibre installed. And another install date of Monday December 15th between 1 and 6pm.

Monday December 15th, 3pm. A call on my phone.

'Openreach here, looking for your address, it's down as 68A. We're outside 68 but can't see 68A'.

Me; 'yes it's me and I'm 68 not 68A. That doesn't exist'.

So out I go and meet the two lads from Openreach, well, Quinns I think from the signs on the van. They confirm they are sub-contractors working for Openreach, here to install my fibre.

So I tell them the tale to date. They look at the copper cable.

'Nope, can't do owt, that needs a 'civils team'.

They take pictures, say they will make a report, with the photos. I might even get a phone call from their boss to make sure the right team gets assigned when we can agree the next (FOURTH!!) visit.

In the meantime since, I had emails and and texts from Openreach about booking another install. That's it, nothing about 'book your 'civils team' as we understand this is what is needed. Nothing at all from TT. Aren't I correct in thinking that Openreach will only accept install requests via TT and not direct? So I've not replied yet.

I've managed to exchange a couple of emails with OR via their online complaints system but all I get really back is 'yes, I can have full fibre'. The latest hellishly confusing email says:

------------------------------------------------
I’ve checked our systems, and I cannot see that we have received any FTTP orders for your address. This indicates that the orders are likely failing within your provider’s systems before reaching us.

Our team is only responsible for enabling FTTP on a records basis, and once fibre availability has been added to a property, we unfortunately aren’t able to assist with any issues relating to the placement, progression, or fulfilment of orders.

Given the ongoing problems you’ve experienced with Openreach providing the correct engineering resource — such as civils teams or multi‑skill engineers for duct remediation — this would need to be addressed directly by your service provider. They are responsible for submitting accurate notes, routing the order correctly, and escalating to Openreach SMC where required to request specialist engineer attendance.

I would recommend contacting your provider again and asking them to engage with Openreach SMC to ensure that the correct engineering team is allocated based on the duct issues identified during previous visits.

They will be able to raise the appropriate tasks or escalate the matter if further support is needed.

I appreciate this has been a frustrating experience, but your provider is best placed to resolve the order‑related issues and ensure the correct engineers are assigned.

We will now close your enquiry as we are unable to assist further.

Kind regards,
David Gaskill
Fibre enquiries
Fibre Network Delivery Customer Experience
Openreach
------------------------------------------

Hang on, you 'haven't received any orders for enabling FTTP on a records basis'! Then how the hell have 3 engineers from Openreach received their instructions to install FTTP for me????

So I'm stuck now. TT and OR both are inept and incapable of communicating properly with each other and getting me on fibre. I daren't sign up with another provider as TT will potentially cut me off and I'm left with nothing, assuming any new provider will run into exactly the same stupidity with OR.

Anyone got any advice or help where to go, what to do next........

I don't want to spend another 1 or 2 hours on the TT chatbot system as that just appears to be wasted time. And OR are just washing their hands and saying its TT's responsibility.

Or should I just give up and stick with the copper, assuming that will be supported in perpetuity. At least it works and is stable, if a bit slow by modern standards (16 -22Mb down, 5-8Mb up).

[nambuso-TT]

Hi there @RobbieH please do contact the number above so that you can get further assistance and we are sorry for the inconvenience that this has caused to you.

@Gliwmaeden2 Thanks for helping out.

[Billx]

I meant the phone service within FTTC, one could call it a legacy type service. Well, it will be quite soon.

Edit: I was attempting to draw attention to the continuing confusing use of the term 'Fibre' by TalkTalk and others to refer to both FTTH and FTTC, or to both Full Fibre and Part-Fibre, as demonstrated by the OP, when he was told by TalkTalk, "No probs, we can offer 'Fibre 65' but it is a full fibre, FTTP, not over copper."
I pointed out that currently TalkTalk is officially using 'Full Fibre' as meaning FTTP, and 'Fibre' as meaning FTTC or Part Fibre, as shown by the official names of their current internet packages.

Regarding the addition of phone service to the base internet service:
Previously they offered, all their Fibre or FTTC packages, and all their Full Fibre Data only packages.
Then they changed that and offered, all their Fibre or FTTC packages, all their Full Fibre Data only packages, and all their Full Fibre VOIP packages.
Now, they are offering, all their Fibre or FTTC packages, and all their Full Fibre packages, without the distinction of Data only/Voip.
Perhaps TalkTalk can add a single simple toggle, so a customer could easily choose.

Maybe some people could take note.

[Gliwmaeden2]

An odd description for FTTC, @Billx - there's nothing "legacy" about having a phone service with it, as it's an inevitable part of being copper from the cabinet to the house - so the landline is still included in the pricing formula.

It would be a simple upgrade from Fibre35 if the line were capable of it, to get Fibre65 FTTC.

With Full Fibre, VOIP must specifically be requested and is usually charged at £2 a month in addition to the agreed broadband tariff  - that's before making any calls or adding boosts.

However, none of this is what the customer primarily needs addressing, which is how to get the problems fixed with the ductwork. 

@RobbieH, the earlier replies were not from a bot - currently forum support staff are not authorised to deal with Full Fibre installation  or service issues  - you do need to use the 03451 720088 [9am - 7pm] to discuss this with the Full Fibre team, or use Chat, [8am - 9pm].

[Billx]

These are the current TalkTalk names of the currently available broadband/internet packages:

Fast Broadband (11 Mbps)
Fibre 35
Fibre 65
Full Fibre 65
Full Fibre 150
Full Fibre 500
Full Fibre 900

With each a customer can request to add VOIP phone service if Full Fibre(FTTP), or legacy phone service, if Fibre(FTTC)

[RobbieH]

Yes, I was messaging from the home connection. 

Yes, the connection is faster fibre, FTTC, fibre to the cabinet, what was called Fibre35, per my account. It is NOT, repeat NOT full fibre. That is what I would like to upgrade to. 

I would like to upgrade to Fibre 65, or even Fibre 150 if the price you offer is acceptable. Note this is FULL FIBRE and needs Openreach to attend my propoerty to install the fibre connection. NOTE: I have signed two contracts with TalkTalk for provision of Fibre 65 to my propoerty neither of which you have been able to fulfil.

It is not not a simple installation as the ductwork to my property needs attention from Openreach. Per the last email I received from them:

Given the ongoing problems you’ve experienced with Openreach providing the correct engineering resource — such as civils teams or multi‑skill engineers for duct remediation — this would need to be addressed directly by your service provider. They are responsible for submitting accurate notes, routing the order correctly, and escalating to Openreach SMC where required to request specialist engineer attendance.

I would recommend contacting your provider again and asking them to engage with Openreach SMC to ensure that the correct engineering team is allocated based on the duct issues identified during previous visits.

Please try to understand that I have tried to engage with TalkTalk to get you to understand the situation but you seem to fail such a simple request.

I'm guessing these last two repsonses are from yet another variation of bot or so called AI responder given the complete lack of understanding and response. Is there anyway I can actually speak to a UK resource in TalkTalk to try to resolve this and ensure Openreach are communicated the correct information that duct remediation is required to enable the fibre installation. 

[amahle-TT]

Please confirm if you are messaging us from home so we can run checks and assist further. 

Checking on my end you are on faster fibre, you may check our website http://talktalk.co.uk to see the available and latest deals or you may contact our Better Value team at 0345 172 0088. from Monday - Friday 9am - 7pm; Saturday - 9am - 6pm to further assist you in looking for better deals.

[amahle-TT]

Hi there @RobbieH, we are sorry to hear this. We will look into this for you.