topic Re: Upgrading to Fibre Problems in Broadband

Upgrading to Fibre Problems

KrazyMonkey — Tue, 14 Apr 2026 12:05:52 GMT

Hi, last week i signed a new contract and they persuaded me to upgrade to fibre. the guy on the phone said it was a simple upgrade and they would only have to have access to the exterior of the house.

A few days later a guy is outside fixing a box to the house to make it ready for the engineer to do the upgrade. guy on the phone didn't tell me this had to happen. The guy fixing the box t the house tells me they need to come inside the house to do the upgrade.

I'm just wondering what they need access to. the box connected to the router or the box connected to the Sky Q box?

Thanks

Re: Upgrading to Fibre Problems

TimmyBGood — Tue, 14 Apr 2026 12:21:38 GMT

@KrazyMonkey wrote:

the guy on the phone said it was a simple upgrade and they would only have to have access to the exterior of the house.

Unfortunately that just cannot be correct, because by definition 'full fibre' requires an optical cable to come all the way to a powered box (Optical Network Terminal) adjacent to the ISP router.

A few days later a guy is outside fixing a box to the house to make it ready for the engineer to do the upgrade.

That's the external Customer Service Point (CSP)

guy on the phone didn't tell me this had to happen. The guy fixing the box t the house tells me they need to come inside the house to do the upgrade.

Yes: a fibre-optic pigtail has to run between the external CSP and internal ONT, typically through a new entry hole.

I'm just wondering what they need access to. the box connected to the router or the box connected to the Sky Q box?

They need access to wall space and a power socket in the vicinity of the Sky Hub.

Re: Upgrading to Fibre Problems

KrazyMonkey — Tue, 14 Apr 2026 13:12:25 GMT

So it's definitely the box with the router plugged in?

The Sky Q box and phone are plugged in downstairs, the router upstairs. one of the boxs the Sky Q is plugged into is an Open Reach box and the guy fixed the box outside where the boxs for the Sky Q box and Phone are.

Re: Upgrading to Fibre Problems

TimmyBGood — Tue, 14 Apr 2026 16:42:20 GMT

@KrazyMonkey

The current location of the Master Socket for the copper circuit isn't necessarily any guide to where the optical cable will arrive.

Typically it's the location of the new Optical Network Terminal which dictates where the Hub is placed although the user can choose to have these further apart by purchasing a longer ethernet cable.