BT Want Me To Be Without Internet For A Week.....

I'm a BT Internet customer and today I placed my upgrade order for Full Fibre 100 FTTP.

Initially the install date was 11-Aug, but the order tracking page now states that the order taking longer than expected and there may be a delay in arranging an appointment. No big deal I initially thought. However......the order tracker also informs that BT want me to return the current router stating :-

Return process start date: 09 Aug 2023
Return due date: 9 Aug 2023
We are preparing to send you returns packaging. Once you have received it, your next step is to post the equipment which has a return status of awaiting return back to us before the return date; otherwise you may be charged.

This concerns me as if I have to post back the current router back for BT to receive before 09 Aug and the install date is looking to be later than 11-Aug, then I'm going to be without internet connection for possibly a week.

I fully intend to return the current router but would like to do this once I'm up and running with the FTTP install.

Any thoughts on this? Is this usual? Anyone had any similar experience?

Edited by scoot65 (Thu 03-Aug-23 23:25:10)

Why not have a new order for FTTP and then when it is working if you want a telephone service port your phone number to a VOIP supplier? Perhaps assuming you are not tied into a long contract.

Anyway, you could phone the BT Customer services and complain.

Does your present not have an RJ45 port for a wan connection?

In sort of the same situation, my Fibre 100 install is waiting on Openreach - which involves digging up the pavement that they will do at a time suitable to them.

I have already received the return bag and label (a ginormous white bag). The note inside clearly states that I have 60 days to return the old router before I get charged. Ignore the suggestion to return it immediately.

In my case I have been using a Billion router and never used the home hub. I needed an upgrade to Homehub 2 which I have already received and is in use now (it works fine on VDSL/FTTC). So sending the old unused hub (and the previous older version) is no great loss to me.

They won't send the returns bag until the 9th, and you have 2 months to send it back before they charge you. Your best to contact them anyway to make sure they don't stop your service before the revised appointment.

Many thanks for the replies. Very useful and good to hear that there is some leeway in returning the current router. Agree it's probably a good idea to contact BT to ensure that my current FTTC service is not disconnected before the new FTTP is installed.

Thanks again for the info.