A Teignmouth, Devon resident has experienced the frustrating reality of the UK’s full fibre rollout, highlighting a gap between broadband availability promises and actual connectivity. The resident, identified as JN, was initially informed by their internet service provider (ISP) that full fibre broadband was available at their property, a confirmation based on Openreach’s online “fibre checker” tool. However, just one month later, Openreach deemed the connection “uneconomical” due to blockages within underground conduits.
This situation, reported to The Guardian, underscores the complexities and potential pitfalls of the UK’s ongoing fibre infrastructure upgrade. JN now finds themselves in a difficult position: unable to switch providers, as all ISPs rely on Openreach’s assessment of connectability and will only offer full fibre plans. This effectively creates a monopoly on service options, leaving the resident reliant on Openreach to resolve the issue.
Openreach, the UK’s largest broadband infrastructure operator, has acknowledged the problem, stating that commercial factors can delay upgrades when infrastructure proves inadequate. Crucially, the company clarified that its online checker is merely an “indicator” of potential fibre connection, not a guaranteed one. This distinction is significant, as consumers often base purchasing decisions on the information provided by these tools.
The case of JN is not isolated. Reports from ISPreview.co.uk and The Guardian detail numerous instances of delays and complications in FTTP (Fibre to the Premise) broadband installations across the UK. These range from unexpected civils work requirements – digging up roads to lay new cables – to protracted waiting times for Openreach to address capacity or wiring issues.
In JN’s case, Openreach ultimately “miraculously found a solution” after the issue was raised, suggesting that proactive intervention can sometimes overcome logistical hurdles. However, this outcome isn’t guaranteed for all customers facing similar challenges. The company admitted that “unexpected problems” can arise during the final connection phase, acknowledging that these situations, while rare, can occur and that resolution isn’t always possible.
The broader context of this issue lies within Openreach’s ambitious plan to upgrade the UK’s broadband infrastructure to full fibre. This upgrade is intended to replace the aging copper network, offering significantly faster and more reliable internet speeds. However, the transition is proving to be a complex and costly undertaking. The reliance on existing infrastructure – particularly the often-congested underground conduits – presents a major obstacle. Blockages, as experienced by JN, are a common issue, requiring costly and time-consuming remediation work.
The situation also highlights the potential for misaligned incentives. While Openreach aims to expand fibre coverage, commercial considerations inevitably play a role. Connecting properties in areas with difficult infrastructure may be deemed uneconomical, particularly if the cost of remediation outweighs the potential revenue generated. This can lead to a situation where technically connectable properties are left without access to full fibre broadband.
the reliance on Openreach’s infrastructure creates a bottleneck for competing ISPs. They are largely dependent on Openreach for physical connectivity, limiting their ability to offer alternative solutions or bypass infrastructure challenges. This dependence can stifle competition and potentially disadvantage consumers.
The case of JN serves as a cautionary tale for consumers considering a switch to full fibre broadband. While the benefits of faster speeds and improved reliability are undeniable, it’s crucial to be aware of the potential for delays and complications. The Openreach fibre checker should be viewed as a preliminary indicator, not a definitive guarantee of connectivity. Consumers should also be prepared to advocate for their connection if issues arise and to explore all available options with their ISP.
Openreach’s statement that it is “sorry that One can’t always” resolve these issues raises concerns about transparency and accountability. While acknowledging the challenges, the company’s response lacks concrete details about how it plans to mitigate these problems and improve the customer experience. Greater clarity regarding the criteria used to determine “uneconomical” connections and a more proactive approach to addressing infrastructure bottlenecks are needed to ensure a smoother and more equitable rollout of full fibre broadband across the UK.
The incident also echoes concerns raised in previous reporting regarding Openreach leaving homes without vital lifeline connections, suggesting a systemic issue requiring attention.
