Upgrade from FTTC to FTTP - engineers not coming for 3 months?!

[h2005]

A week ago I placed an order to upgrade from FTTC to FTTP.  The order tracking had an estimated 'outside' engineer visit on 28/10/26 and subsequent visit on 6/11/26. Yesterday an Openreach engineer unexpectedly called at my house - luckily I was in - and he said that digging would be required to put the cable in, so we agreed a route for it and he said the work would be done in about two weeks.

I just checked my EE order status and it now says an engineer visit to complete outdoor works will happen on 22 Jan 2027 with a subsequent visit on 2 Feb 2027! These dates are still estimated, but surely they can't be right? If so, what's causing the delay of 3 months?!

Incidentally I've had no communication from EE since placing the order, apart from a text earlier this week saying they'd update me in 3 working days and another yesterday saying they'd update me in 8 working days(?!). They initially promised confirmed dates within 5 working days of placing the order.

Thanks for any help. If necessary I'll contact them directly but thought I'd ask here first to see what other's views/experiences are.

[XRaySpeX]

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.

[h2005]

Below is the table. I don't see any estimated dates, but FTTP is already available in my area and has been for about 18 months.

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)

55.1	38.7	10	7	35	Unavailable	Exception
53.8	35	9.9	6.5	28	Unavailable	Exception
--	--	--	--	--	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

KCI2 Assure

Other Offerings Availability DateVDSL Multicast

Available

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

Y

Y

N

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG partial Direct In Ground.

FTTP is available and a new ONT may be ordered.

As a fibre priority exchange, FTTP has priority over other products if available at the address

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.

This site is in an FTTP priority area where FTTP is available but exceptionally SOGEA will also show as available to order but only at Non-Standard Premises (NSP) such as Hot site, Uninhabitable and Temporary locations. Migrations of WLR Solus (voice-only lines) is also allowed but only for SOGEA 0.5Mbps bandwidths. SOGEA 40/10 bandwidths order is also allowed.

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

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.

[JimM11]

@h2005 EE have nothing to do with the connection to your property, that is all done and controlled by OR (Openreach) and it is NOT uncommon for an estimate Engineer to pop by once EE orders on them, take a look see what is required if you are there or not is does not matter but fine you happened to be home, once the information is known from that Engineers visit, a firmed up Estimated time can be done with the OR Civils team that are required to come dig/trench/trunk etc etc and get it done.

It is all in the hands off OR now to do/organise and in what timescale they can get it done in. The main point is hopefully you still have a copper broadband connection working and if landline is involved it is already on a DV connection to the back off the EE/BT hub, if not they may have to get it done but the PSTN withdrawal is 31stJan2027 so it may just get skipped.

My area, OR oops big time and some waited 1 day short off a complete year to get dug/connected and it's still one big mess going on now 2 years later. You appear to have a 90day delay getting finished.

Just imagine if the OR Engineer said to you, see it will be done in Jan, you may have kicked off big time, so less hassle even if he knew or did not what the work load was like location wise. Only so many civils teams to get a load off work done.

[h2005]

I know the physical connection is done by Openreach, but my contract is with EE so it's EE's responsibility to keep me updated about progress of my order. As I said, I've had no communication from them apart from two texts with increasing timeframes for when they'd update me.

It's the EE tracking that suddenly shows the estimated dates have been delayed by 3 months, even though the Openreach engineer said it'd be about 2 weeks until they can do the external work.

Luckily I still have FTTC broadband and ditched the voice service a couple of years ago when I last renewed the contract.

[garybs29]

Put simply it's to stop the order auto cancelling. Once the work is done will be brought forward

[h2005]

Thanks, that's interesting. It currently says the below on the order tracking.

So once Openreach have confirmed a date, hopefully within the next fortnight if the engineer's comments yesterday are correct, then both dates will move forward?

Or are there three visits required - one to do the digging, one to install the box outside and one to install the ONT inside?

Friday, 22 January 2027

Engineer visit - outside your property

Status: Estimated
Our engineers will complete work external to your property

Engineer visit

for Broadband

Engineer visit

Status: Confirmed

Estimated arrival of your engineer will be:2 Feb 2027 between 08:00 - 13:00

[JimM11]

@h2005 Did you take the below direct from you order as it has status confirmed? Outside is normally done in one complete hit and either cable finished or coiled for the 2nd part, that engineer then does the internal / external box and cable splice plus checks fibre is good and live.

"" Engineer visit for Broadband Engineer visit Status: Confirmed""

[h2005]

Yes, took it directly from the order - only just spotted it says "confirmed" for that date. The "outside" engineer visit still says "estimated" though. I've had no confirmation from EE about any dates. 

[garybs29]

One the dig work is completed it should only be 1 visit required that can be brougjht forward