We want to give all our customers the best broadband possible. This is why we're moving everyone in a fibre-eligible area to a faster fibre broadband connection - this move takes place on your Switch Over Day. If this is happening to you, you'll have received the exact date via email or letter.
What happens on my Switch Over Day?
It's the day we'll switch your copper broadband connection to a fibre one. As long as you've plugged in your new Hub by that date, you shouldn't experience any interruption in your service.
Do I have to pay for this?
If you've been contacted about Your Switch Over Day, you'll have seen it's completely free of charge, and we won't change your contract length or your price when your contract ends.
When will my new Hub arrive?
We'll send your new Hub within a week of letting you know about the switch. It should fit through your letterbox, so you don't even have to be in when it arrives.
How do I set up my new Hub?
You'll need to unplug your existing Hub and replace it with the new one. Your new Hub comes with a simple set-up guide to get you up and running in no time. If you do get stuck, just give us a call on 0800 917 3245 and we'll get things sorted.
If you want more information, download our Smart Hub 2 user guide >
Will I lose my connection?
In order to make sure you're ready for the switch from copper to fibre, you'll need to use the new Hub we will send you. So, plug it in and set it up as soon as you've got it to avoid any disruption.
The important thing is to make sure it's set up in time for your Switch Over Day, when we move you to your fibre connection.
How do I know my fibre broadband is live?
You'll get an email or letter letting you know your fibre has been switched on.
Will I get a new wi-fi password?
Yes, your new Hub will have a new password, which you'll need to use to connect devices such as smartphones and tablets to your home wi-fi. On the back of your new Hub, you'll find the name of your wireless network, along with the password.
What will my new broadband speeds be?
We'll send you a separate letter or email to let you know what speed to expect from your new fibre broadband.
What do I do with my old Hub?
Inside the Smart Hub 2 box, you'll find a bag you can use to send your old Hub back to us to recycle. Discover more about how to recycle your BT Hub >
What if I need a hand?
As always, we're here when you need us. Just call 0800 917 3245 and someone will help you get set up.