We all want customers on the best broadband available. From 14 October, we’ll let you know if a property requesting copper broadband, already has fibre installed. 

What's happening?

The demand for fibre is accelerating. However we still get orders for copper broadband, where fibre is already installed. These addresses can be connected remotely and gives your customers the best possible broadband.

You told us an alert during the copper ordering process would be helpful. From 14 October, we’ll pause and flag such orders. You’ll then have 3 business days to contact your customer. You can then either; reconfirm the copper broadband order, or cancel and replace it with a fibre one.

Should we not hear from you, we’ll cancel the copper order and await further instructions.

What's the detail?

This additional step has been added to the copper broadband order process - Wireline OO&T. Premises will now be checked for an ONT. If fibre was installed previously, you’ll be notified via Wireline OO&T. You’ll then need to confirm copper’s go ahead or cancel and replace it with a fibre request. If no response is received within 3 business days, we’ll assume your customer is still weighing up their options. We’ll cancel the order in the interim.

In the rare cases when copper broadband is definitely required, you can skip this holding step. Simply tell us in the order’s comments field. The order will then proceed normally.

Note - there will be no change to the way you submit orders via Wireline OO&T or B2B.

Who do I contact?

For more information, please contact your Account Manager or Service Delivery Manager.