It's the ISP's responsibility (or yours) to supply an Ethernet cable linking the ONT to the router.
Almost all of them supply a 1m cable with the assumption they will be placed together.

Unless you wanted the OpenReach engineer to pop to Currys to buy you an Ethernet cable there's not much he could do here.
OpenReach's responsibility ends at the ONT.

See this post in the thread. A reply to the OP via me.

The meaning being that the cable you get is the ethernet cable that comes in the BT Hub box.

As for you needing a 4-metre cable, surely you knew when you ordered the 3-metre one you had been told by the engineer where the ONT was going. Where you wanted to put the router the engineer would have no idea about.

It wasn’t a big problem really.
I don’t know the rules but I know I was told the installer would wire it to the hub that was on a table on the same wall about 4 metres away.

I also read on the BT site that they allow you 20 or 30 feet from the fibre box. Can’t find it now but it fits with what BT said on the phone.

The reference to 30m mentioned in the BT forums is regarding the distance from the box on the outside of your house to the white OpenReach ONT.

You should get a say (within reason) where the white ONT goes, unless it's already there when you move in. That way you can place it within 1m of the BT Hub.

It sounds like you were wrongly advised. The installer wouldn't have had a cable to give you as it isn't part of the install.

Yeah I understand it is a 1m cable that comes in the Hubs box.
The installer could clearly see where the hub was to go as it was sitting on the table.
Along with the VOIP phone they sent.

The wall was cleared as asked for when ordering and it was the same wall the fibre box was on. I ordered the cable on amazon will talking to the guy. It just meant I had to send the other one back and wait another day. Bear in mind the house is an adapted house and I don’t really think the hub should have been left on the floor.


He was also meant to show you the connection working on one device and show you the speed. He left that fast he didn’t even tack the thin inner fibre wire to the wall so it’s hanging loose.

Over worked or lazy. Who knows.

He also left with the system showing that the line had a fault resulting in the connection being dropped and slow speed. It was BT that called and pointed the fault out to me. I still don’t know what was wrong with the line. It does looked to be ok since.

I just find it hard to believe there was no longer cables in the 2 vans.

You need to remember the Hub was where it always was. Due to the order being for fibre the wiring in place was of no use now.

I still have a older master socket sitting next to the fibre box. Not sure if that needs left or not.

No idea John he could see where the Hub was and I wasn’t asked about the entry cable. He came in via a hole next to where the master socket was sitting.

As for giving the wrong info. I wouldn’t be surprised.
BT told me that The full fibre broadband/voice was still new.
You don’t get asked if you want voice, they decided when you are ordering it.
So I’m told.
And that this caused a few problems with orders and faults. As everything had to go though a “special” team. And then you need to wait on a call back.

Like I say it’s finally up and running at full speed and the connection is stable.

Everyone gets a voice service with BT. They don't sell broadband without it.
They just pick at random who gets the new Digital Voice service (VOIP) and who keeps using the old copper line for calls.

I'm using the copper line still with my fibre.

I just find it hard to believe there was no longer cables in the 2 vans.

They, as a rule, do not carry cat 5 cable, made or unmade.

I still have a older master socket sitting next to the fibre box. Not sure if that needs left or not.

Yes it does.