Openreach Default to More Expensive Biz FTTP and SOGEA Broadband Installs UPDATE
Network access provider Openreach (BT) caught our eye this week, which came after several of ISPreview’s industry sources notified us that the operator had “implemented a nationwide change” on 1st June 2025 that affected how SOGEA (FTTC etc.) and FTTP broadband services are provisioned for UK business premises.
In short, internet providers (ISP) could previously place a related broadband order that allowed them to choose between three Site Visit Reasons (SVR) for customer installation: Standard, Premium and Advanced. In simple terms, more demanding installations usually require Premium or Advanced, which are more expensive than a Standard install due to the extra tests and work involved (i.e. going beyond what a typical user may need).
At wholesale rates, the cost of a Standard one-off FTTP installation is, for example, typically £122.84 +vat, with Premium being £152.84 and Advanced rising to £297.84. Naturally, the prices that retail ISPs charge for this will vary, and special offers may also reduce or remove the prices in certain circumstances.
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However, as of 1st June 2025, Openreach recently notified ISPs that “standard installations will no longer be applicable for business addresses“, which means that the minimum required level now defaults to their more expensive ‘Premium’ option (or ‘Advanced’ for more complex sites). This change has been in the works for a while, albeit slipping under our radar somewhat.
The classification of whether an address is for a specific type of ‘business’, or not, is determined automatically by Openreach using address data sourced from the National Ordnance Survey. So it looks like businesses may now have to pay a bit extra to get an FTTC or FTTP broadband line installed, but there is some method in the madness here.
According to some of our sources, the hope is that this new approach will reduce the need for second engineer visits, which occurred quite a bit with Standard installs because the engineers would often turn up and find more complex business premises (often requiring a second visit to complete as the work fell outside the scope of a Standard install). The result was often felt in terms of delays and additional charges.
The new approach should reduce such issues, and it’s possible that residential installs may indirectly benefit too, since engineers may now have more flexibility to complete larger jobs within the Standard scope (yet to be proven). On the flip side, we’ve also spoken to some providers that were completely unaware of the new approach.
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UPDATE 2:44pm
Openreach has kindly clarified that the ‘Standard’ install option is still technically available as the default for smaller home based business premises (this covers sole trader/small businesses working from their homes, as well as residential). Meanwhile, commercial and non-residential classified premises map to the SVR that Openreach believe is best suited, and their only choice is to upgrade from the minimum assignment (e.g. Premium), but they can’t drop down an install level.
A Spokesperson for Openreach told ISPreview:
“The change is just about making sure we can provide the right customer experience for businesses and being able to send the right engineer with the right skills. We’ve basically made Premium the default for business premises to try and correct an issue for both us and CPs where, historically, some have chosen the cheapest (Standard) option – even for major complex sites. This can mean an engineer turning up and not being able to complete the job in the standard slot time – which isn’t a good experience for anyone.”
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook, BlueSky, Threads.net and Linkedin.
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Makes sense, the update seems to clarify it just means the “default” won’t be “standard”.
another abuse of the market domination of OR on pricing…just another excuse to raise prices
Now the BT fan boys on here will be after you. How dare you question the higher prices are to improve customer experience. Cant possibly be about extra money in tge till, they just wouldn’t do that would they
Milky milky…….
Nothing’s actually changed, if you only need a basic install the price stays the same as long as the ISP orders it. If your install is more advanced then you get charged for the appropriate product option rather than the job failing.
This reduces the chances of ISPs putting orders through as standard installs when there’s a shared comms intake area and 20m of cable tray above a ceiling into an office unit and the customer being disappointed on the day.
Yep, makes me laugh to see above “The change is just about making sure we can provide the right customer experience for businesses and being able to send the right engineer with the right skills. ” Bull, it is about making more money, SIMPLE AS THAT.
@anonymous, LOL.
He is right, this is the problem with a monopoly in any service
What monopoly is that?
Most CPs are fine with it.
Talking to a couple of people some were purchasing the lowest cost and lowest work level install all the time regardless of the actual complexity causing issues for both their own and other installs.
The lower level install is there with a property like a home in mind not a business in a commercial building where extensive inside works might be required.
Alternative is a bill after every install with an hourly rate for labour and parts charges which works for no-one.
@Mark When is the next Openreach Publish Updated June 2025 UK FTTP Broadband Build Plan? Last updated was December 2024.
I Would say this is a reasonable move, as a consumer its frustrating when an engineer does very little and leaves issues unresolved, and not knowing that the issue is the CP cheaping out on the visit rather than OR been lazy.
This is the correct procedure. Basically it means an Openreach engineer will do the install rather than a contractor. Openreach engineers have more skills and support to get the job done first time.
But the person placing the order can’t specify this..
Had various occasions where I’d like to have picked which to use.
Many a time a premium install has seen a cable “found” to the local pop (magically avoiding formal wayleave).
Making the install of fttc a standard affair!
Sorry, Dave, how is finding a cable back to the exchange going to help with FTTP install? Need one to the nearby CBT for this wouldn’t they? Can’t use the existing fibre for that, the connector on the CBT side of the drop cable isn’t field fit.
Only use for existing fibre would be the internal run and even then it’s not just plugging it in, needs that fibre to be traced, cut and spliced to the FTTP drop. No idea if Openreach could even do that, repurpose existing fibre. Not a standard install for sure.
Business FTTP orders have regularly seen Openreach Engineers attend buildings such as schools, warehouses and factories which are 80m or 100m from the nearest DP, and then typically with the long internal cable route as well. Which is absolutely not within the scope of a standard (residential) install type.
This change seems OK. If Openreach wants to charge an extra £30 to acknowledge that they are doing a more complex business install, that sounds like a fair deal.
Only the Advanced install type was ever formulated by Openreach with Businesses and complex install scenarios in mind.
As an engineer I can confirm that the vast majority of installs in business premises are not Premium or Advanced. Mostly I get Standard provide.
Had a school the other week and I had to spend 5.5 hrs to complete a 55\10 circuit. And then you get your other jobs behind you waiting.
Some can be easy, but mostly they are not.
Any truth in the rumour that as a consequence of the introduction of the new Emergency Services Network (ESN) in 2026, which uses commercial 4G LTE (And later 5G), wired/fibre connections between mobile masts and wire centres/network server centres will be improved and have their capacity increased so that Emergency Services use of same will be able to retain priority over other traffic during peak usuage periods. This would appear to offer a remedy to the “Backhaul” restrictions suffered by many mobile internet users at busy times. With all the faffing around there is with “Sometime, never” FTTP installation, its got to make mobile a worthy alternative.