We’re upgrading your local exchange to give you a better service

Hello,

Within the next five working days, we’ll be upgrading your local exchange to give you a better broadband service. You should get an improved, more consistent connection, and your speed might improve too.

On the day of your upgrade

  • We should be done by 6pm – but it could be later.
  • During the upgrade, you’ll lose your broadband and phone connections for up to ten minutes. Unless you’re at home and online when we do the work, you probably won’t notice the downtime. Your broadband and phone should start again automatically.
  • You might like to keep a mobile phone handy for urgent or emergency calls.

After your upgrade

We’ll email you when your upgrade’s done. Your broadband and phone should have started again automatically by then. But if they haven’t, restart your BT Home Hub or router by pressing the restart or on/off button.

Your line needs time to settle down

After your upgrade, your broadband might slow down or even stop now and again. That’s normal. It’ll take up to ten days for your broadband to settle down. You can help it along by leaving your BT Home Hub on and using your broadband as much as you can for this time.

Will it affect BT Vision?

  • If you have BT Vision and you’re watching an on demand programme during the upgrade, you’ll see an on-screen error message (V04).
  • After the upgrade, everything should restart automatically. Any recordings you’ve already saved or scheduled will still be there.
  • If you get an error message after the upgrade, restart your BT Vision box by holding down the power button for about six seconds.

If other things connected to your phone or broadband line are playing up after the upgrade, you might need to restart them too.

Is this about BT Infinity?

No, this upgrade is part of our ongoing network improvements. If we can offer you BT Infinity, our super fast fibre broadband service, we’ll let you know in a separate email or letter. Or you can check availability at bt.com/infinity

Got a question?

You can find out more about the upgrade at bt.com/networkupgrade. You can get in touch with us from here too.

Thanks for choosing BT,

Warren Buckley
Managing Director, Customer Service