topic Re: Hot and cold messages from EE/openreach is this usual? in Broadband & Landline

Hot and cold messages from EE/openreach is this usual?

Spik3y — Fri, 15 May 2026 15:48:09 GMT

Hi all.

I'm just migrating from plusnet to EE with an engineers appointment for fibre install for May 19th. I'm getting opposite text messages on alternate days. First day suggesting everythings on track, then next day saying sorry slight delay and repeat. I just wondered if this is usual ? The router and ATA came today, so at least thats here.

Fibre has only just become available here. (rural low population area)

Re: Hot and cold messages from EE/openreach is this usual?

XRaySpeX — Fri, 15 May 2026 15:50:45 GMT

No, it's usually straightforward. Maybe there is some obstacle at your location.

What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.

Re: Hot and cold messages from EE/openreach is this usual?

JimM11 — Fri, 15 May 2026 16:01:04 GMT

@Spik3y The important ones are from OR Openreach doing the install, EE will be assuming that everything is on track for the installation unless they get informed by OR with any delay! Text's etc from the installation team, just watch out for and confirm if requested that it is good to go...

Re: Hot and cold messages from EE/openreach is this usual?

Spik3y — Fri, 15 May 2026 17:05:16 GMT

Well thats interesting the checker link you provide using my phone number is saying no but the checker link I used said yes.

@XRaySpeX This is from the link you gave:

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability WBC SOGEA Availability Left in JumperHigh Low High Low VDSL Range A (Clean)

VDSL Range B (Impacted)

G.fast Range A (Clean)

G.fast Range B (Impacted)

20.8	13.1	1.3	0.8	10	Unavailable	Available	--
20.2	11.4	1.2	0.8	7.9	Unavailable	Available	--
--	--	--	--	--	Unavailable	--	--
--	--	--	--	--	Unavailable	--	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

1000

220

Available

Observed Speeds ADSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

12.49

0.83

2026-04-13

Other Offerings Availability DateVDSL Multicast

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

02-05-2026

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

FTTP is not available.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Re: Hot and cold messages from EE/openreach is this usual?

Spik3y — Fri, 15 May 2026 17:08:24 GMT

Whereas the information from this link using the address says yes https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressFeatureProduct

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability WBC SOGEA AvailabilityHigh Low High Low VDSL Range A (Clean)

VDSL Range B (Impacted)

G.fast Range A (Clean)

G.fast Range B (Impacted)

20.8	13.1	1.3	0.8	10	Unavailable	Available
20.2	11.4	1.2	0.8	7.9	Unavailable	Available
--	--	--	--	--	Unavailable	--
--	--	--	--	--	Unavailable	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessWBC FTTP

Up to 1000

Up to 220

Available

1 Stage

Other Offerings Availability DateVDSL Multicast

Available

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed joint user pole.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

Thank you for your interest

By submitting a query into this checker you accept Terms of Use for this checker.

Re: Hot and cold messages from EE/openreach is this usual?

Spik3y — Fri, 15 May 2026 17:11:29 GMT

EE customer services checked the address etc and confirmed it was available, and one of our neighbours has been promised too. So confused now to say the least.

Re: Hot and cold messages from EE/openreach is this usual?

JimM11 — Fri, 15 May 2026 17:42:47 GMT

@Spik3y As long as you use the address checker, BT Broadband

and fill the Number and Postcode fields that is generally enough, as long as the exchange has all the needed equipment to patch over to EE then if you can see that more than likely you will get the FF install done. Below mine when cleared for viewing.

All the BTW info, and already have FF installed.

Re: Hot and cold messages from EE/openreach is this usual?

Spik3y — Fri, 15 May 2026 18:09:05 GMT

@JimM11

Fingers crossed then. The one I checked previously was address and postcode.

Openreach were out and about 2 weeks ago and the chap we spoke to reckoned it was all ready to go. We have a wind farm a few miles up the track and they have been pushing for fibre - I dont know if that actually made any difference to time lines.

The last text message says "Full fibre is in high demand in your area , our engineers are working hard to get your property ready" but I cant tell whether thats EE or openreach theres no details just the phone number it came from

I'm not sure if all these messages are meant to reassure me or worry me. I've got to the age where I get myself in a state over changes, and apparently (according to husband - think Peter Pan never growing old) I am the responsible adult so its my job. 🙄

Re: Hot and cold messages from EE/openreach is this usual?

JimM11 — Fri, 15 May 2026 18:32:01 GMT

@Spik3y The info you posted, did say that the connection for the fibre was up the pole and you are going to be OH fed more than likely just like you copper connection, if so just take a look, there would be what OR calls a CBT fitted, they use multiple types just depending what the connection is going to be, so my one is an 8 port CBT to feed 8 homes in total just like the copper connection.... Picture is attached once again when cleared for viewing. LHS is OR, RHS is VM Virgin Media.

Top off the pole, larger one is VM Virgin Media, smaller is the CBT with the 3 homes connected.

Re: Hot and cold messages from EE/openreach is this usual?

Spik3y — Fri, 15 May 2026 19:02:37 GMT

Just the old connection up the pole on the boundary at the moment, I haven't seen them about since last week. Theres only 2 cottages here and next door just have a phone at present.

Re: Hot and cold messages from EE/openreach is this usual?

XRaySpeX — Fri, 15 May 2026 19:06:39 GMT

I confused how/why you got 2 contradictory results from the BTw Checker:

st: Must have been obtained using a landline no. as it shows your current BB from PN as 12 Meg ADSL. Is that right? No Full Fibre (WBC FTTP) is available there.
nd: Presumably obtained using the Address Checker. Full Fibre (WBC FTTP) is available there with no service yet laid on but there should be no difficulty doing so.

Re: Hot and cold messages from EE/openreach is this usual?

JimM11 — Fri, 15 May 2026 20:03:04 GMT

@Spik3y You may find the link below helpful but if you do not have a CBT up your pole, or any sign of a new Fibre cable on the pole there may be a mix up with all the information. As you say the Engineer did prompt that it was done and can see why the wind farm would be looking to get Fibre for the remote control of the turbines... OR may have planned and pulled in a Fibre cable to cover the two cottages you just never know, they sometimes just leave a cable coiled up ready to do a quick connection.

How is Full Fibre Installed? Openreach

From the link above in case you miss it, Fibre availability | Openreach

Re: Hot and cold messages from EE/openreach is this usual?

Spik3y — Sat, 16 May 2026 00:00:29 GMT

I went out with the binoculars earlier and the pole in the farm road definitely looks to have newer cables/boxes, than the pole on our boundary.

Re: Hot and cold messages from EE/openreach is this usual?

Spik3y — Tue, 19 May 2026 05:25:29 GMT

The app is still saying "the engineer appointment takes place on your service activation date ..........." which is today 19 May between 1 and 6pm so will see what happens. 🤞 I've had no further texts.

My husband has unscrewed one of the patio roof panels to give access, to the gable end. We've cleared a path in the loft where the cables drop down into the back room, and I've had a blitz in there so the engineer has room to work. Thats about all we can do until we actually see someone.

Re: Hot and cold messages from EE/openreach is this usual?

JimM11 — Tue, 19 May 2026 07:13:06 GMT

@Spik3y You may find that the Installation Engineer may not go into the Loft space to run the Fibre same way as the old copper cable is going, the new Health and Safety Laws may stop that from happening, so be prepared for the talk with them when they arrive, tendency now is to come down an outside wall, fit a CSP box and drill a hole straight through, mount the ONT inside and double socket required for the new position of the Hub/ONT for power, have linked the on the day....

It is best if you can do as you have before position wise, i did so similar to you all the prep work, first contractor to OR refused the request marked the job as customer not ready, 21 day delay after that, OR Engineers came two off them and no issues with them doing the work, so off the pole to the roof line, up the roof truss and ONT installed inside the home dormer space with a lot smaller CSP all mounted on a board with a power socket to boot that i wired up. I Ran the Ethernet cable internal to the hub position, they connected it all up, tested the ONT and said your good to go, plug in the new hub, it connected did the needful and that was it, install was done i well under the hour, off OR trotted last one off the day for them...

Fibre cable is delicate, it cannot be bent at sharp angles like the Internal phone cable can but Engineer will explain, BUT if you can keep the Hub central were it is working and you should in theory have no issues, apart from possible wifi signal but that all depends on the hub you are getting etc. Watch the video linked below...

How is Full Fibre Installed? Openreach

Re: Hot and cold messages from EE/openreach is this usual?

Spik3y — Tue, 19 May 2026 14:26:43 GMT

Given the position of the cottage , the outbuildings and 2 ft walls there are only 2 points of entry. Theres just no way of getting cables through from front to back of the cottage, or in through the garage side. rewiring the electrics, was interesting to say the least and involved a very helpful cat with a harness and a bit of string at one point. Whichever way it comes in, there are gable roofs in the way, and no vertical access to ground

No sign of anyone yet. We were hoping that with assistance from husband to pass the cable through the loft it may be acceptable. The access panel on the patio allows the engineer to screw his ladder for safety. The back up position is a hole through a window frame which husband can drill at the time if necessarry, but the cable will still have to come in the same way overhead. Wont know until someone actually turns up.

From what you say I'm worried that the engineer will just look from the field and think "Nah, leave it for some other idiot" without even speaking to us.

The copper cable at present comes over several poles, affixes to a gable end , trails across the flat roof, along the guttering down the wall, and under the floor through an air vent.

Re: Hot and cold messages from EE/openreach is this usual?

JimM11 — Tue, 19 May 2026 14:47:35 GMT

@Spik3y Norm is for EE to pass on all your mobile details to the OR Installation, OR normally start off texting, you are due an installation on x, we are working hard to connect you some off that work is just taken care off before the Engineer arrives, then were on our way to connect you up etc etc... All you can do is wait and see what transpires when/if someone does appear. Had a quick look back, see you have the Hub and the remote ATA for a landline so at least that has all been in hand EE wise.

Re: Hot and cold messages from EE/openreach is this usual?

Spik3y — Tue, 19 May 2026 15:14:46 GMT

I think if they dont appear in the farm road shortly its a no go as no doubt they wont work past 6pm

Its really frustrusting as I was planning on doing all this at plusnet contract end in November, but had no choice in the end it was no phone or EE now. We have some dates away, so will have to try and rebook around them if they dont show.

Will the plusnet contract continue until the day service is swapped if its postponed which looks likely now?

Re: Hot and cold messages from EE/openreach is this usual?

JimM11 — Tue, 19 May 2026 15:23:02 GMT

@Spik3y I theory yes, the PN Broadband/phone etc should continue until you get transferred over to your new FF connection on EE service. If OR do fail to show they will report back to EE later and then EE reach out tomorrow or the day after to call them and arrange a reschedule for the Installation. Think the Engineers do go past the 6pm mark, mine turned up at 4pm on the 8am to 1pm but he did call saying delayed doing the first installation and would appear when he could.

Re: Hot and cold messages from EE/openreach is this usual?

Spik3y — Tue, 19 May 2026 16:13:42 GMT

Funnily enough the OR chap we spoke to up here 2 weeks back, reckoned they were twiddling their thumbs at the moment with not much to do, so it was probably a good time to get it done. I'm beginning to wonder if the actuation date appointment actually got through to them.