topic Re: Openreach FTTP Install Failed - What next? in Broadband & Landline

Openreach FTTP Install Failed - What next?

ajf15cc — Thu, 11 Sep 2025 16:06:21 GMT

Hi All,

I've done some scouring across the forum but can't see anything that covers my situation, so hoping one of you will know!

I had Openreach out today to install FTTP, they installed the ONT, junction box etc but have been unable to run the fibre to the street as the existing duct is blocked. They've said that they need a civil engineer to come out and have a look and that hopefully it will only be a few days.

I switched from Virgin via the One-Touch Switch scheme, so I understand that Virgin will continue to provide my service until EE / OR finish their installation, is this correct?

I understand that there is some compensation due for each day that the installation isn't completed, is there a time period that elapses before this comes in to force, or would this apply from today which was meant to be my Go-Live/Contract Start Date?

Finally (sorry for all the Qs), given that my existing VM contract is significantly more expensive than my new EE contract (despite being for similar speeds etc), is it normal for EE to pay the difference for the additional time it takes to get on to service (or is that included in the daily compensation above).

Thanks for your help, much appreciated!

Re: Openreach FTTP Install Failed - What next?

XRaySpeX — Thu, 11 Sep 2025 16:16:00 GMT

You should get £6.24 for each day it’s late counting from the missed activation date - see Automatic compensation for broadband or landline issues

You shouldn't be charged for your BB contract until it is eventually activated.

Re: Openreach FTTP Install Failed - What next?

Rach_H — Fri, 12 Sep 2025 08:13:13 GMT

Hi @ajf15cc,

Welcome to the Community!

It's great to hear you're moving your broadband to us, but I am sorry to hear about this delay. As @XRaySpeX has advised, you will be reimbursed for each day of the delay, and this should cover any charges you incur from your current provider for their service continuing. This will start from your scheduled go live date.

It might be worth reaching out to your current provider, just to cofirm that their service will continue while Openreach take care of this delay, to ensure you're not left without a connection.

Rach

Re: Openreach FTTP Install Failed - What next?

JimM11 — Fri, 12 Sep 2025 09:36:04 GMT

@ajf15cc Do keep the Forum updated, but it is Highly unlikely that Civils will be doing in a couple off day's and trying to get through a blocked duct for you! It takes whatever time that is scheduled for the crew to get round to doing it and what ever is involved, they may get lucky and rodding up the duct will clear it but will be a wait and see!

Re: Openreach FTTP Install Failed - What next?

ajf15cc — Fri, 12 Sep 2025 11:09:50 GMT

Will do!

Had a relative who also had a blocked duct (although across 5x the distance of mine) and required 9 separate visits to finally get connected! Hoping it won’t be that dramatic for our install.

Re: Openreach FTTP Install Failed - What next?

ajf15cc — Fri, 17 Oct 2025 11:07:36 GMT

Finally got connected today, just over a month after my initial install date (which was originally scheduled for the 11th September).

It took 3 visits from Openreach (including a random visit where they came back out prior to the Civil Engineers) 'just to try' followed by two visits from the civil engineering team who managed to clear two blockages in the duct.

To be honest, given they needed a permit to dig up the pavement to unblock one of the blockages, I was quite impressed with only a 4 week wait to get everything sorted!

Now just looking forward to my big bill credit!

Re: Openreach FTTP Install Failed - What next?

XRaySpeX — Fri, 17 Oct 2025 11:13:32 GMT

Good for you 🙂 ! Happy Internetting!

Re: Openreach FTTP Install Failed - What next?

gap84 — Sat, 06 Jun 2026 17:22:39 GMT

Hi @ajf15cc

Hope you don’t mind me dragging up an old thread, but I wondered if you recalled whether you had to contact virgin media to postpone the cancellation or did the one-touch switch keep it open? Have a similar installation coming up and think they might find issues…

Thanks!

Re: Openreach FTTP Install Failed - What next?

JimM11 — Sat, 06 Jun 2026 17:27:37 GMT

@gap84 You keep away from VM, the OTS and EE when OR let EE know it's all done you go live and EE let VM know you are now with them and at that point you see how well VM play ball with it all.... What do you think the issue is going to be with OR getting it all done and in time?

Re: Openreach FTTP Install Failed - What next?

ajf15cc — Sat, 06 Jun 2026 17:28:09 GMT

Hiya,

One Touch Switch kept it open. I did ring Virgin to make sure, but they didn’t do anything on their end.

Once the install went through, got an updated email from Virgin confirming new date etc.

Thanks!

Re: Openreach FTTP Install Failed - What next?

gap84 — Sat, 06 Jun 2026 17:34:04 GMT

That’s brilliant and reassuring! Thanks so much for responding so quickly!

Re: Openreach FTTP Install Failed - What next?

gap84 — Sat, 06 Jun 2026 17:36:56 GMT

It’s noted that there is a congested duct, so unsure whether they will manage it on the day - just wanted to check to try and avoid being without connectivity if possible, thanks!

Re: Openreach FTTP Install Failed - What next?

JimM11 — Sat, 06 Jun 2026 17:42:03 GMT

@gap84 Got it, sky got real cute with there installation, and bumped it up to first 90 day's no compo, OR must be getting killed and it's really not there fault for a blocked duct stands in the way for a smooth installation.... Keep the fingers crossed sometimes they get through with a little perseverance.👍