COVID-19 UK Broadband Suppliers Update

Due to the COVID-19 /Coronavirus situation, new broadband connections or switching broadband suppliers during this period may be affected.

We have collated information relating to the impact on UK major broadband suppliers during this uncharted period. Bookmark this page as it will be updated daily.

COVID-19 UK impact Tracker

Click here to view Covid-19/Coronavirus Worldwide Cases Tracker

BT/Openreach Situation

COVID-19 UK Broadband Suppliers Update

As a direct result of the COVID-19/Coronavirus outbreak, Openreach is to stop all new broadband installation requests until 1 June 2020.

This decision affects any consumer that does not have a phone line but wants to switch to an LLU Internet Service Providers (ISPs) – list off LLU ISPs below. Open reach will not be installing any new lines during that period.

Customers switching from one LLU broadband to another will not be affected by this situation.  An example of an affected customer is a VirginMedia customer who wants to switch to a LLU ISP.

Use the availability checker on the respective ISP’s website to confirm the situation for your particular home address.

The BT/Openreach decision affects these LLU Broadband Internet Service Providers (ISPs):

Openreach have advise that they will try to complete in-progress installations if they can be done “outside of the premises” and without entering a customer’s property.

Following constructive discussions with the Digital Secretary and Ofcom, the UK’s major telecommunications providers have today agreed a set of important commitments to support and protect vulnerable consumers and those who may become vulnerable due to circumstances arising from Covid-19.

Joint statement from the Government, Ofcom and telecommunications industry

The UK’s major internet service and mobile providers, namely BT/EE, Openreach, Virgin Media, Sky, TalkTalk, O2, Vodafone, Three, Hyperoptic, Gigaclear, and KCOM have all agreed the following commitments, effective immediately:

  • All providers have committed to working with customers who find it difficult to pay their bill as a result of Covid-19 to ensure that they are treated fairly and appropriately supported.
  • All providers will remove all data allowance caps on all current fixed broadband services.
  • All providers have agreed to offer some new, generous mobile and landline packages to ensure people are connected and the most vulnerable continue to be supported. For example, some of these packages include data boosts at low prices and free calls from their landline or mobile.
  • All providers will ensure that vulnerable customers or those self-isolating receive alternative methods of communication wherever possible if priority repairs to fixed broadband and landlines cannot be carried out.

These commitments are in addition to a range of supportive measures offered by the individual providers to their customers affected by circumstances arising from

Openreach Coronavirus (COVID-19) statement

The work Openreach does is critical, and connecting people has never been more important. Our number one priority is to keep people connected at this time, and we’ve been working closely with our Communications Provider (CP) customers to minimise the impact that the Government’s new restrictions have on the services we can provide.

That said, the safety of our people and the public comes first and that means some changes in the kind of work we can do, and the way we do it.

We’re focusing on the repair and maintenance of connections that support critical national infrastructure, essential public services, vulnerable customers and those without service. Our CP customers are helping us to identify and prioritise these groups and many of our people have been given ‘key worker’ status to allow them to keep on working. That means you’ll still see our people working in the street, and whilst they’d appreciate a thumbs up, please don’t approach them as we need to respect the 2m social distancing guidelines.

We’ve also advised our engineers to avoid entering customer premises. A large amount of the work we do can be completed outside, meaning we can often upgrade people or fix problems without entering a customer’s property. So we’re advising them not to complete any work inside a property unless it would leave a vulnerable customer with no form of connection, and it’s not possible to provide one by any other means.

Finally, the Government has asked us to continue extending and upgrading our network to add more capacity and deliver faster, more reliable broadband. That includes building our new full fibre network and it means you will still see our engineers working in the street, digging trenches and installing new cables.

We will continue to update the guidance as it evolves from both the UK Government, and the devolved administrations.Openreach

Plusnet Coronavirus (COVID-19) statement

Our top priority is to keep our customers connected. Following guidance from our network partners at Openreach, we’re making changes to the service we can provide you during this time.

  • We are continuing to provision new and existing customers where an engineer visit is not required, or the work we do can be completed outside the home.
  • If you need an in-home visit – for a new line installation for example – will be unable to provide new appointments until June, and this timeframe could be extended.
  • We are prioritising essential work for vulnerable customers, and those without service.

We’re working hard with our network provider Openreach to make sure those who need our help the most will get it.Plusnet Broadband


Post Office Broadband Coronavirus (COVID-19) statement

New Lines and home engineer visits

Post Office uses Openreach to carry out our home engineer visits where required to install Post Office Broadband. Following Government and medical advice to put safety first, Openreach will now only prioritise essential maintenance and repair works to minimise home engineer visits. As a result, some customers who require an engineer visit to install Post Office Broadband will have their appointments postponed.

Vulnerable customers will be prioritised and we’ll communicate alternative options to affected customers. Most customers looking to switch to Post Office will not require a home engineer visit and will not be impacted.Post Office Broadband


Other Broadband Suppliers

Coronavirus  statements from other suppliers will be update on this page as and when they become available.


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