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The UK’s largest alternative broadband provider, CityFibre, has today announced that they’ve agreed a deal to sell their non-core off-net business, Entanet, to telecoms entrepreneur Tom O’Hagan, who is best known as the founder and former CEO of Ethernet provider Virtual1 (this became part of the TalkTalk group in 2022 – here).

Regular readers with a long memory may recall that business-focused communications provider Entanet was previously acquired by Cityfibre in July 2017 for a cash consideration of £29 million (here), which was initially used to help grow their business wholesale base via a number of ISPs. But the brand hasn’t really been spoken about much in public since then, so this is quite a blast from the past. Entanet used to be a very well known brand in the sector.

As for CityFibre, their full fibre broadband network currently covers over 4.7 million UK premises (4.5m Ready for Service) and they aspire to reach 8 million premises in the future. The new Entanet transaction, which is subject to final approvals, is said to enable the operator to focus “exclusively on scaling services delivered over its own full fibre infrastructure, while positioning Entanet for growth under new ownership“.

The sale includes Entanet-linked partners that are served outside CityFibre’s network footprint, along with associated managed services, network assets, systems and support functions. Under the deal, Entanet will now operate as a “standalone wholesale aggregator” and benefit from “renewed investment in products, systems and customer experience” (expect more automation and new off-net products).

Drawing on his experience of building and scaling Virtual1, Tom O’Hagan aims to expand Entanet’s proposition, invest in its Telford base, and grow its partner relationships. Entanet will also become a new strategic wholesale customer of CityFibre.

George Wareing, Chief Commercial Officer at CityFibre, said:

“CityFibre’s acquisition of Entanet almost a decade ago played an important role in accelerating our business market growth. This sale is the natural next step, allowing us to simplify our model and focus exclusively on providing services over our own infrastructure. We’ll be able to innovate faster, further improve performance and support all our customers more effectively. We welcome Entanet as a new strategic customer of CityFibre and look forward to growing together as demand for full fibre continues to accelerate.”

Tom O’Hagan said:

“I have built a leading UK wholesale business once before, and I see a great opportunity with Entanet. This is a strong business with 30 years of heritage and a loyal partner base and our intent is to build it into a wholesale platform of real scale. That means serious investment in automation, a broader product portfolio, and service that delights partners and leads the market, alongside a relentless focus on their success.

CityFibre’s network is central to that ambition, and we will expand what we deliver over it as we grow the connectivity portfolio on our aggregation platform. I also see real opportunity to consolidate a fragmented wholesale market, and Entanet is the right platform from which to do it.”

The transition for Entanet is already said to be “underway” and will be carefully managed to avoid problems. Entanet will continue to operate under its established brand, with no disruption to ordering, provisioning or in-life service support.

The same announcement notes that during the first quarter of 2026, sales of Business FTTP and Ethernet on CityFibre’s network grew 133% and 42% respectively year on year. The development essentially ensures that CityFibre keeps its national broadband and Ethernet network to a wholesale-only focus.

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National broadband access provider Openreach (BT) has revealed that they’ve signed a new partnership with EV charging company Source, which is jointly owned by SSE and TotalEnergies, to help support their transition to electric vehicles. The network operator will thus gain access to Source’s growing collection of “ultra-rapid charging hubs” across the UK.

At present Openreach, which manages the second-largest commercial vehicle fleet in the UK (c.23,000 vehicles), is currently aiming to upgrade the “vast majority” of their diesel-powered vans and cars to EVs by the end of March 2031 (supporting their Net Zero target for the same date). So far, they’ve already adopted a total of over 7,000 EVs and rising.

In order to support the transition Openreach have been busy installing EV charging points at operational sites and engineers’ homes (they’ve done more than 4,000 of these) for convenient overnight charging. However, despite the progress, the broadband operator recognises that charging can still be a problem, particularly with around one in three of their engineers being unable to install a home charger.

The company has thus been busy building other partnerships, such as with First Bus, so engineers can charge their vans at First Bus depots, taking pressure off public charging points and making life easier for those who live in flats. A similar deal to the First Bus agreement was recently agreed to harness Sainsbury’s nationwide EV charging network (here) and today’s agreement with Source aims to expand on all that.

Source’s UK sites feature ultra-rapid chargers of up to 300kW, which they say “allow most electric vehicles to ‘charge and go’ in less than 15 minutes“. But it’s worth noting that EV’s don’t all charge at the same rate and charging often slows considerably for the final 20% or so of battery capacity.

Source currently plans to open 300 charging hubs across the UK and Ireland.

Alice Aprile-Smith, Head of Partnerships at Source, said:

“Openreach operates the UK’s second largest commercial fleet and is serious about its transition to electric – that’s exactly the kind of partner we want to be working with. Source is built to deliver ultra-rapid public charging reliably, at scale, across the breadth of the UK. We’re proud to be supporting one of the country’s most ambitious fleet electrification programmes.”

Judy O’Keefe, Director of Fleet at Openreach, said:

“Moving a fleet our size to electric is a big job. Charging needs to be simple, safe and reliable for our engineers. That’s why partnerships like this matter. They give our people fast, flexible charging when they’re out on the road.

“That keeps them moving, so we can keep serving customers and communities right across the UK. And as we switch to electric, we’re already seeing the benefits – cutting emissions, improving air quality and helping create healthier places to live and work. It’s all part of our move to a zero-emissions fleet by 2031 and our wider net zero plans.”

Openreach’s goal is to enable their telecoms engineers to use a mix of home, workplace, depot and public charging, depending on where they live and how they work. The operator is also busy testing “cross‑pavement charging“, which allows people without access to off-street parking to charge their EVs at home by running a cable through a shallow channel (gully) in the public pavement. “A small group of engineers are testing whether these solutions are safe, practical and easy to use,” said Judy in May 2026.

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Broadcaster ITV has announced that they’ve selected MainStreaming’s edge video delivery network to help power their ITVX streaming platform and app, which is mostly said to be down to its ability to integrate deeply within broadband and mobile networks, strengthened by its recent strategic partnership with telecoms giant BT (EE).

The change will see ITV add MainStreaming to its multi-CDN (Content Delivery Network) strategy, which they hope will deliver a more controllable approach to video delivery that enables “greater visibility, optimisation and performance management at scale“.

The new platform will thus support the delivery of ITVX’s core catalogue, including flagship programmes, news and live content, while also leveraging its distributed Edge architecture to deliver high Quality of Experience (QoE) while optimising total cost of ownership (TCO).

ITV also noted that BT customers, both via fixed broadband and EE’s mobile network, are said to make up a significant share of ITV’s audience. This is relevant because MainStreaming and BT last year agreed a key partnership, which supports BT’s adoption of MAUD (Multicast-Assisted Unicast Delivery) technology for live-streaming (here).

Mark Ison, Director of Engineering at ITV, said:

“ITVX is a strategic platform for ITV, and our delivery architecture needs to be ready not just for today, but for where streaming will be in the next ten years. MainStreaming’s video-first, capacity-based approach helps us enhance our platform as our expected demand evolves, and its proven ISP partnerships – including BT – give us confidence we can address quality, scalability and efficiency for a significant portion of our audience, while continuing to build on our already world-class streaming platform.”

The collaboration is said to reflect a shared commitment to continuously optimise streaming performance, which is certainly something that ITVX would benefit from.

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Rural broadband ISP Quickline, which is building a new full fibre (FTTP) and fixed wireless (FWA) network across parts of Yorkshire and Lincolnshire in England, appears to have had its Project Gigabit contract for Lincolnshire and East Riding tweaked. The result is a reduction in their contracted coverage target for the intervention area.

According to the latest Contract Modification notice from the government’s Building Digital UK (BDUK) agency: “The awarded contract value for the “Initial Scope” has decreased by £210,188 to £115,149,812 from the original value of £115,360,000. The modification includes an addition of 3,977 initial scope premises, the removal of 4,805 initial scope premises, resulting in a net removal of 828 premises. There is also a removal of 28,187 “Deferred Scope” premises.”

The change to Deferred Scope premises isn’t so significant as that typically represents premises where BDUK were waiting to see whether commercial plans or voucher projects by other operators translated to delivery (i.e. if other operators don’t deliver then such premises might have potentially been included into Quickline’s contract at a later date). We assume the removal of 28k above is due to commercial builds, but it’s not completely clear.

Otherwise, the latest June 2026 data from BDUK indicates that Quickline has so far covered 20,610 premises under this contract (here), which is out of a total contracted figure of 47,800. The key thing to remember is that these contracts are not static and their scope, as well as committed levels of public funding, will change over time for a number of different reasons – informed by regular reviews (OMR) of existing UK deployment plans. For example, commercial operators may expand or reduce their roll-out plans in the same region(s), which can reduce or grow the scope for public investment within those same areas.

The contracted operator could also find the deployment to be more expensive, or possibly even cheaper, than previously envisaged. Such adjustments may occur due to changes in build costs and interest rates / inflation, as well as any unexpected obstacles to street works or greater efficiencies of build than planned or expected.

Suffice to say, there can be various reasons why the contracted scope of related builds and the level of allocated public funding may change over time. In addition, there may be further changes in the future, which could go in a different direction. So, it’s not always easy to tell what the final picture will be until you actually reach the end.

At the end of 2025 Quickline’s full fibre broadband network covered 200,000 premises (excluding fixed wireless coverage, which also covers c.200,000 premises – not all gigabit-capable). The operator currently aims to extend gigabit-capable broadband to a further 360,000 UK premises.

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A new eSIM focused virtual mobile provider has recently launched called Fuse Mobile, which as the name suggests is designed to provide consumers with mobile data plans than can automatically harness the 4G and 5G networks of EE, Three UK, Vodafone, and O2 through a single eSIM plan.

The service, which will automatically connect your mobile phone to whichever network has the strongest signal, is intended to help overcome the areas of weak signal that often exist in certain areas between different mobile networks. In addition, on the operator’s Pulse and Surge plans, your data allowance will also work in 130+ countries abroad “at no extra cost“.

The catch with multi-network operators like this is that their plans often have fairly limited data allowances and don’t come with the usual unlimited calls + texts features. Fuse currently has just three monthly plans, all on a multi-network eSIM: Spark (5GB of data at £5.99 a month), Pulse (10GB + roaming in 130+ countries at £9.99) and Surge (15GB + roaming, £14.99). Every plan is rolling monthly with “no contract“.

In addition, new customers are being invited to try the service free for its first 7-days of service and Tethering (Hotspots) are supported on all plans. We should point out that Fuse aren’t the first eSIM provider to come up with such a product, with Anywhere eSIM being able to do something similar, albeit based around more of a pre-paid model (i.e. you pay £50 for 12-months and that gets you 1,000 minutes, 1,000 texts and 10GB of data) – acting as a secondary SIM.

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The Conservative MP for Hinckley and Bosworth, Dr Luke Evans (Shadow Health Minister), has tabled a new Private Members Bill (PMB) that seeks to “prohibit” mobile, landline (phone) and broadband providers from increasing their prices mid-way through your contract. But it’s chances of becoming law are fairly slim.

The issue centres around Ofcom’s January 2025 changes (here), which required telecoms providers to improve pricing transparency by adopting a new approach to mid-contract price hikes. The change did away with the old and sometimes confusing percentage and inflation-based model – replacing it with one that required providers to set out such price rises “clearly and up-front, in pounds and pence, when a customer signs up”.

On the surface this seemed like a good idea, but it also made it more difficult for communication providers to balance price rises across lots of different packages, which resulted in many of them adopting a flat price rise instead (usually increasing by c.£2 to £5 per month each year) – set at the same level for every package.

The catch is that this approach ends up hitting those on the cheapest broadband and mobile packages the hardest (i.e. if you pay £20/month then a £4 rise equates to a 20% price hike each year), while only giving a reprieve to the smaller portion of consumers who take more expensive packages (e.g. if you pay £60 then a £4 rise equates to a 6.67% increase) – not very fair to those on cheaper packages. A recent study confirmed that, when compared with the old policy, this had indeed inflated prices for most consumers (here).

The New Private Members Bill

The ‘Telecommunications (Fixed-term Contracts) Bill‘, as tabled by Dr Luke Evans MP, seeks to address this problem by banning mid-contract hikes in law and describes itself as follows: “A Bill to prohibit the increasing of charges payable under certain fixed-term telecommunications contracts within the duration of those contracts; and for connected purposes.”

At the time of writing this bill is still in its early stages and so hasn’t yet been fully drafted (i.e. it’s not yet fully published for the public), which makes it tricky to analyse. However, the reality is that only a minority of Private Members Bills ever become law (they can be tabled by any MP, not only those from the Government), but they do often serve a purpose by creating publicity around an issue and encouraging wider debate.

The key things to watch thus centre around how much support the new Bill picks up from other MPs as it progresses and whether its provisions are focused on consumers or also extend to businesses, as well as other areas of service provision (e.g. optional paid add-ons or calling charges). We suspect it would not be workable to include optional extras or call charges, as well as business connections, but that doesn’t mean to say the bill won’t try.

In addition, it’s worth remembering that broadband, phone and mobile providers are NOT immune to cost increases. Providers, much like consumers, are also suffering under the burden of rising supplier (e.g. wholesale) and lease costs, high inflation, high energy prices, the cost of adding all sorts of new services (e.g. FTTP) and catering for new regulations etc.

So, if providers can’t raise their prices mid-contract (spreading their risk to consumers), then they’ll probably front-load them instead, which may raise the general pricing of packages across the market to balance against the risk they take over longer terms. But we imagine that competition would still ensure plenty of diversity and choice, while pricing would also be a lot clearer for consumers.

The reality is that providers, at least among most of the largest market players (not all providers adopt mid-contract hikes), currently seem to be abusing Ofcom’s policy to increase consumer prices in a way that is now unfair – particularly for those least able to afford the most expensive plans. One way or another, this needs to be addressed. Credits to Ben for spotting the bill.

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The Competition and Markets Authority (CMA) has today announced that it will skip a Phase 1 review of the proposed £2bn acquisition (here) of alternative full fibre UK broadband operator Netomnia (Substantial Group) by nexfibre (Liberty Global, Telefónica and InfraVia), which will instead see them skip right to a deeper Phase 2 competition investigation.

Just to recap. The owners of nexfibre, which share some of their parentage with Virgin Media and O2, announced in February 2026 that they’d reached a £2bn agreement to acquire alternative network rival Netomnia (here), which had at the time already deployed their own full fibre (FTTP) network across 3 million UK premises (rising to c.3.4m premises and 500k customers by deal completion – expected by Q3 2026).

Nexfibre stated the deal would unlock £3.5bn of investment in the UK market and help to upgrade 2.1 million of Virgin Media’s premises from coax (HFC) to full fibre (FTTP). The combined nexfibre and Netomnia footprint is expected to reach 8m premises (FTTP) by the end of 2027, which when combined with Virgin Media’s network could collectively reach 20m premises (c.10m if only looking at FTTP) and create a “scaled, financially secure challenger” to Openreach (BT Group).

However, critics of the deal, particularly CityFibre, which had also been trying to acquire Netomnia before the nexfibre move was announced, stated that there was a lot of overlap between the nexfibre / Virgin Media and Netomnia broadband networks. A Point Topic study put the figure at 832,000 premises, albeit only when looking at the FTTP side of these networks (here); there’s much more overbuild with HFC (see ‘Key Points’ below).

The CEO of CityFibre, Simon Holden, warned that the proposed agreement would “significantly reduce competition and the choice available to consumers, as well as force hundreds of thousands of Netomnia customers back to VMO2” – potentially raising the prospects of the UK returning to a duopoly between Virgin/nexfibre and Openreach.

We should point out that YouFibre is expected to adopt a similar approach to giffgaff on nexfibre’s network. The brand will thus be maintained, at least initially, with some separation. But over time there are concerns that negative changes could still sneak in (e.g. mid-contract price hikes).

Key Points of the Nexfibre + Netomnia Deal

➤ InfraVia, Liberty Global and Telefónica are committing £1bn in new net funding for nexfibre to fund the transaction – made up of £850m from InfraVia and £150m jointly from Liberty Global and Telefónica.

➤ Nexfibre will sell Substantial Group’s retail business, including the YouFibre brand (Brsk has been retired), to VMO2 for £150m – covering c.500,000 customers.

➤ Nexfibre will finance the FTTP upgrade of 2.1 million homes covered by Virgin Media’s old HFC network (i.e. those that are “adjacent” to the Netomnia footprint). We’ve already seen this process begin (here).

➤ VMO2 will pay wholesale fibre access fees on its customers within the 2.5 million VMO2 homes that overlap the Netomnia fibre footprint.

➤ In exchange for the wholesale traffic commitment on the 4.6m premises, Virgin Media O2 will receive 1) c. £1.1bn in cash and 2) an indirect 15% stake in nexfibre. The vast majority of the proceeds will be available for deleveraging and the £150m to finance the purchase of Substantial Group’s 500,000 customer base.

➤ VMO2 will provide a full suite of managed services to nexfibre – including construction – in return for ongoing management and construction fees.

The big question was thus whether the CMA would throw up any major stumbling blocks for this deal or rubber stamp it, particularly as the Government had already given a broadly favourable response to the pairing. The prior expectation was that, given the size and scope of the agreement, the CMA would be likely to proceed to an initial Phase 1 review process.

However, rather than take the risk of delays from needing to go through a Phase 1 and then, possibly, Phase 2 competition review, the parties involved have instead opted to request a fast-track right to the deeper Phase 2 investigation. The move could be seen as suggesting that they were anticipating the CMA finding competition concerns in Phase 1, which would thus have necessitated a Phase 2 probe.

According to the CMA’s decision to refer (PDF): “On 11 June 2026, the Parties requested, pursuant to section 34ZD of the Act, that the CMA make a fast-track reference for an in-depth investigation at phase 2. The CMA has concluded that the conditions to accept a fast-track reference request under section 34ZF(3) of the Act are met. Further, the CMA has decided that it would be appropriate to accept the fast-track reference request and proceed to a phase 2 investigation.”

Rajiv Datta, CEO of nexfibre, said:

“We requested a fast-track to Phase 2 to get to the right answer faster; ensuring due process, while recognising urgency. We look forward to continuing our constructive engagement with the CMA.

This deal would create the scaled, sustainable alternative to the BT Openreach monopoly, something the UK market still lacks. Every day of delay reinforces the incumbent’s advantage and slows the progress of genuine competition.”

The fast-track path normally requires that there also be sufficient evidence for the CMA to conclude that the legal test for a Phase 2 reference (i.e. that a merger is or may be expected to result in a Substantial Lessening of Competition (SLC)) is met, although this question will be fully analysed as part of the Phase 2 investigation.

The move makes it much more likely that the CMA will be able to complete their competition probe in 2026, rather than 2027. In addition, given the CMA’s recent flexibility toward big telecoms mergers (e.g. Three UK and Vodafone) and the Government’s position, it’s not unreasonable to expect that they may ultimately allow the deal through. But this is certainly not guaranteed.

However, if the deal is allowed to proceed then it’s possible that the CMA may still extract some concessions from the merging parties. As we’ve said before, we would not be surprised if those included stronger wholesale requirements for Virgin Media’s consumer broadband network and nexfibre, which is something that those operators already seem to be preparing to try and deliver (here and here). Time will tell and at present there’s still a fair bit of uncertainty over the final outcome.

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The government’s Building Digital UK (BDUK) agency has posted a contract modification for Openreach’s (BT) £42m (public subsidy) Project Gigabit Call Off 7 contract for Worcestershire (England), which originally aimed to expand their full fibre (FTTP) broadband network to around 22,600 hard-to-reach premises, but will now cover around 23,000.

The additional scope being added to the contract means, according to the notice: “The contract has increased in value from £41,919,176 to £42,488,268. This is a cost change of + £529,092. The awarded premises have increased from 22,598 to 22,983. This is a scope change of +385 premises.”

The tweak comes only a week or so after Openreach finally began to connect the first homes under Call Off 7 (here), which itself follows the original contract award announcement in January 2025 (here). The latest June 2026 data from BDUK indicates that Openreach has so far covered 170 premises under this contract (here), but that is now expected to ramp-up and, as above, has just been slightly expanded.

The contract forms part of Openreach’s wider Single Supplier Framework deal – now valued at c.£1.2bn, which is focused on Cross-Regional (Type C) procurements (no other suppliers tackle Type C). Type C typically reflects remote areas where no or no appropriate market interest has previously been expressed before to the BDUK agency, or areas that have been descoped or terminated from a prior procurement (examples here, here, here and here) – Openreach have recently absorbed several previously failed Project Gigabit contracts with different suppliers.

However, such contracts are not static and their scope, as well as committed levels of public funding, can change over time for a number of different reasons – informed by regular ‘Open Market Reviews’ of existing UK deployment plans. For example, commercial operators may expand or reduce their roll-out plans in the same region(s), which can reduce or grow the scope for public investment within those same areas.

The contracted operator could also find the deployment to be more expensive, or possibly even cheaper, than previously envisaged. Such adjustments may occur due to changes in build costs and interest rates / inflation, as well as any unexpected obstacles to street works or greater efficiencies of build than planned or expected. Suffice to say, there can be various reasons why the contracted scope of related builds and the level of allocated public funding may change over time.

Otherwise, the additional scope for Worcestershire is to be welcomed, albeit with the catch that there may be further changes in the future, which could go in a different direction. So, it’s not always easy to tell what the final picture will be until you actually reach the end.

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Mobile operator O2 (Virgin Media) has warned customers that fraudsters are using a “new” phishing tactic to steal their private personal and security details (i.e. granting them access to their MyO2 accounts), which involves criminals posing as the telecoms company while claiming that the customers’ SIM cards are about to expire.

The operator’s customers are being sent messages that falsely claim to be from O2, which often contain content like this: “O2UK: IMPORTANT: Your SIM Card(s) will be inactive on XX/XX/2026, because you have NOT signed our Terms and Conditions. Logon to sign.”

Customers that click the link are then directed to a fake but authentic looking O2 site, where they’re asked to ‘login’ in order to accept new Terms and Conditions (T&Cs). The fraudsters can then steal the login details of those who make the mistake of falling for it, which enables them to take over your MyO2 account.

O2 has already blocked over 1 billion scam messages from reaching customers to date, including thousands of messages linked to this latest scam. The telecoms company has also taken action to block customers from visiting known fraudulent URLs on both the O2 and Virgin Media networks. But scammers are constantly evolving their tactics and creating new websites and messages to target victims.

The operator is once again encouraging consumers to remain vigilant and to report suspicious messages to the 7726 service (many modern Smartphones will have a button to help you do this). These reports are used by the telecoms companies to investigate and block mobile numbers used by fraudsters, so help to refine their blocking services. This makes it easier to identify new trends and block messages faster.

Murray Mackenzie, Director of Fraud Prevention at Virgin Media O2, said:

“Scammers are becoming more sophisticated, using increasingly believable and urgent requests to target victims alongside convincing fake websites, demonstrating just how clever their tactics can be.”

At Virgin Media O2, we’re doing all we can to help Brits swerve the scammers, from blocking scam texts and malicious websites to rolling out enhanced fraud monitoring on online accounts. Every report to 7726 helps us act faster to shut down scams at source, so we’re urging everyone to play their part and forward suspicious messages.”

VMO2’s Scam Advice

• O2 is not contacting any customers via text asking them to sign updated Terms and Conditions or face their SIM being deactivated – messages like this are a scam
• Be wary of threatening or urgent language designed to pressure you into acting quickly
• If you receive any messages from a number you don’t recognise, be cautious as it could be a scam. On many popular smartphones, genuine messages from O2 will appear under a verified ‘O2’ contact rather than a standard mobile number.
• Never click a link in an unexpected message. Instead, go directly to the MyO2 app or call 202 on an O2 device to check if what you’re being asked to do is legitimate
• Report suspicious messages to 7726
• If you think you may have clicked on a suspicious link and entered your login details, change your password immediately.

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A Worcester-based community hall was left without a working broadband connection for several weeks after Sky Broadband and Openreach managed to mess up a copper to full fibre network upgrade. The process resulted in the wrong house getting the connection instead and confusion over whether the Hall was a commercial or residential property.

According to a local volunteer at the Christadelphian Hall on Saint George’s Lane, Dan Jones, the site is a commercial address and has long had a copper-based broadband connection (most recently via NOW Broadband (NOW TV)). But NOW recently informed the property managers that they could no longer renew their existing service and needed to upgrade to a full fibre (FTTP) connection via parent company Sky Broadband.

However, this appears to be where it all went wrong, as the community placed an order for a 500Mbps service with Sky and on the date of the “go live” the copper went off, but nothing else went on. “Turns out they had the address details wrong, they turned on an [Optical Network Terminal] somewhere else in Worcester (they suspected our neighbours, I jest you not),” said Dan to ISPreview.

At one point Sky even asked the property managers to check if their neighbour had “a small box next to the sofa that has a light on it“, which wasn’t possible as the individual concerned happened to be in hospital. Openreach later sent an engineer out who was able to confirm the address and what they already knew, that the Hall didn’t have an ONT.

The property managers then shared various utility bills and UPRN details to try and get the problem resolved, but that didn’t work either. At this point the community decided to put in a fresh broadband order with BT instead, but they couldn’t help and ending up making the situation even more confusing.

BT took the order, but an engineer never turned up and later, only after querying, were the community finally informed that this was because the installation had been organised by BT as a residential, rather than commercial, install by the provider and they couldn’t do it. BT then transferred Dan to another team to re-make the order for a commercial property, but they ended up making the same mistake again and placing it as residential.

A BT spokesperson said:

“We’re sorry the customer’s experience fell short of our usual standards. Residential and business services are set up differently and in this case, following a survey for full fibre, the property was identified as a business location.

This meant the residential order could not progress through to installation as expected. We recognise this resulted in repeated order cancellations and we are in direct contact with the customer to put things right. We have offered a goodwill gesture to compensate for the inconvenience caused.”

A Sky Broadband spokesperson said:

“We’re sorry for the disruption experienced by Mr Jones. The upgrade to full fibre was affected by an issue with the address which meant that the new service could not be set up.

We acknowledge the overall experience fell short of the standard we aim to provide. We have updated the account to ensure Mr Jones will not be charged a non-return fee for the hardware, the Subject Access Request is being actively progressed, and a gesture of goodwill was offered in recognition of the circumstances.”

In the end the community gave up trying with anything Openreach based and instead managed to get a full fibre connection installed via Zzoomm’s alternative broadband network, which went without a hitch. “I called Zzoomm and despite it not shown as a property they can service on their website, they pulled all the stops out and enabled an installation within 7 days of my call to them,” said Dan.

However, it appears as if part of the confusion may have arisen because the Hall had previously been provisioned with a residential broadband connection in the past. “It was amazing that the data at Openreach and their suppliers is so poor … the UPRN is commercial, always has been, they shouldn’t allow the order to be placed on a residential system nor should they have supplied residential services to it for years,” added Dan.

Credits to Worcester News for the ISP comments above.