Just to add does 'Brillband' and 'AllPoints Fibre Networks' play any part in this now?

Edit: The more I read the more I THINK 'Onestream' own the old 'Swish' customers but not the infrastructure, seems to me 'Swish' infrastructure is now part of 'AllPoints Fibre Networks' and since the beginning of July 2026 'Brillband' can provide a service.

I may be totally wrong and I am sorry if thats the case, I am simply trying to piece stuff together from various sources.

Edited by PCJM40 (Mon 13-Jul-26 11:02:19)

In reply to a post by burble:

Have they asked to have a new service, or to have the service transferred? From your posts it seems they have asked to have it transferred to a different account, they should be asking for a new service.

Note, I should have said 'contract' not 'service'.

In reply to a post by burble:

In reply to a post by burble:

Have they asked to have a new service, or to have the service transferred? From your posts it seems they have asked to have it transferred to a different account, they should be asking for a new service.

Note, I should have said 'contract' not 'service'.

it should be a new contract. And they should check the neighbours chance of connection. The transfer of service is not going to happen. Its messy at best anyone. If i moved into a place i would not take on an existing isp account.

As far as I can tell they are refusing to take on new customers so will not accept her request even though the fibre and router are already installed.

The Swish/Cuckoo however is the ONLY broadband connection physically available to her. It was active when she recently bought the property and expected to be able to take over the fibre service that was already providing the service. That is what used to happen with all BT services so it is a natural assumption. I would have done the same.

She does NOT currently have any copper BT telephone line to her premises so to get any other broadband service she would need to get one installed. That will take some time and meanwhile she does not have the broadband connection she was expecting to have. She would also have a much degraded speed as I understand that the nearest BT cabinet is a long way from her property.

I am now wondering if this could happen to me if I wanted to move. I am with Swish/cuckoo as the only full fibre service available to me. At least I still have the BT copper cable connected to my property although they are not currently being used and am very close to the BT green box for a FTTC solution. She is not!

In reply to a post by steelej02:

That is what used to happen with all BT services so it is a natural assumption. I would have done the same.

You may not know this but when someone use to move out of a property and someone new moved in the BT service effectively was a cease and totally separate provide, the line would go to soft dial tone (or further back it would go to TOS aka temporary out of service) until the line was provided again for the new subscriber.

I was perhaps not explaining the situation clearly enough.

She bought the property which had a working fibre connection. All the infrastructure was in place and was working when she bought the property. The fibre cable and the router are, I believe, still connected but she is unable to use the service as the account has been closed..

She not unreasonably expected to be able to set up a new user account with Swish/Cuckoo to use the same physical infrastructure but with a new account for billing. This is where the problem arises. They will NOT accept her as a new customer so she has no broadband service, no landline telephone, and apparently no obvious way of getting broadband services without getting a new BT telephone line installed and using a FTTC service. She is very a long way away from the nearest BT cabinet so the speed will be degraded..

What did Brillband say? can they provide a service over what was Swish Fibre?

Yes I am aware of how it all used to work. I have moved house in the good old days and have inherited the same phone number from the previous contract.

I have worked for BT and for some anomalous reason for several years I was even able to connect to the local telephone exchange. I have even designed, and had approved, modem devices.

My friend expected to be able to use the already working fibre broadband connection but the broadband provider is refusing (or is at least unwilling) to do what is necessary to create an account for her to pay and for the router to connect.

She does NOT currently have any BT cable to her property. she will apparently be forced to get one installed to get FTTC broadband service. How long this will take is anyone's guess.

I am with the same broadband service and am personally concerned this could happen to me if I need to move. At least I do still have a BT cable to my property (disconnected at my end) so that could be reinstated so it would not be quite so serious for me.

In reply to a post by steelej02:

Yes I am aware of how it all used to work.

Mate rather than patting yourself on the back and not listening to those trying to help, get her to call Brillband and see if they can provide a service over the existing Swish fibre cabling.

What happens if your contact puts their address into the Onestream website? It sounds like things are being over complicated massively by talks of taking over an existing service.