topic Re: Unacceptable Broadband Installation ONT in Broadband & Landline

Unacceptable Broadband Installation ONT

Fahmed07 — Thu, 16 Apr 2026 17:03:47 GMT

Today I had my broadband installed and an engineer came out. I asked for the ONT to be placed in a specific location, but he said he couldn’t install it there because the fibre optic cable isn’t able to bend like my previous provider’s. I don’t understand this, as my hallway is quite straight and it would only have needed to go around a door frame.

Instead, he drilled through to the outside alleyway and installed everything behind my sofas in the front room. As a result, the room I work from at the back of the house now has no connection at all.

On top of that, all the cables and the router have been left on the floor in a corner, which feels unsafe with children and a cat in the house.

I don’t understand why my original request couldn’t be followed

was it simply because it would have taken longer?

Re: Unacceptable Broadband Installation ONT

Mustrum — Thu, 16 Apr 2026 18:04:50 GMT

@Fahmed07 It is your responsibility for internal cabling, and to provide spmewhere for the router. As explained by the engineer, Fibre has limitations and cannot be bent 90 degrees to go around door frames.

Most engineers will do their best to accomodate customer requirements, but they do have to be practical and within reason. The router is connected via an ethernet cable so can be placed up to 100m away from the ONT, so you could run an ethernet cable to your other room or use wireless.

Re: Unacceptable Broadband Installation ONT

Chris_B — Thu, 16 Apr 2026 20:31:28 GMT

@Fahmed07 Was your previous supplier using a fibre optic cable or was it a wire ? Fibre optics cables are glass and have a larger cornering angle than a wire as they can break, they can’t do 90 degree bends. So round a door frame is a no go unless you curve it round the door frame.

Yes

but this wouldn’t fit around a door frame as the frame is square.

Re: Unacceptable Broadband Installation ONT

Fahmed07 — Thu, 16 Apr 2026 21:11:04 GMT

They had fibre optic cables but when it went through the door frame it wasn’t at an 90 degree angle it was more curved. As you can see in photos.

Re: Unacceptable Broadband Installation ONT

Leanne_T — Sat, 18 Apr 2026 09:35:59 GMT

Hi there @Fahmed07

Thanks for coming to the community.

If you would like to discuss the installation, please get in touch with our broadband tech guides and they will get this looked into for you.

Leanne.

Re: Unacceptable Broadband Installation ONT

Rw604 — Fri, 02 Oct 2026 19:39:05 GMT

This is how the installer left our today

my wife the engineer wasn’t as good as open reach who ran the cable to our home very professional

Re: Unacceptable Broadband Installation ONT

JimM11 — Sat, 03 Oct 2026 08:20:54 GMT

@Rw604 Is you complaint about the External or the Internal position now for the EE Hub?

Re: Unacceptable Broadband Installation ONT

Fahmed07 — Sat, 03 Oct 2026 09:59:19 GMT

Hi @Rw604

Is this affecting the connectivity around the property? Mine was left at one end of the house, behind some large furniture, and it affected the connection to my home office, which was really frustrating.

With having kids in the house as well, I also found it quite dangerous having cables exposed and running across the floor.

If you’re not happy with the setup, I’d reach out to the broadband technical team and ask if they can arrange for Openreach to come out and relocate it to a more suitable position.