Urgent: New BT Business broadband only using Hybrid 4G — no Openreach line/ONT at premises

[GlobalEstates]

Hi BT Business Team,

We activated our BT Business broadband for the first time yesterday, but it appears the service is running only via Hybrid Wi-Fi / 4G backup. We cannot find any BT Openreach fibre/copper line or BT master socket/ONT installed at our premises.

• Equipment on site: Smart Hub (Business/SH2) + Hybrid Connect
• No ONT (for FTTP) and no BT/Openreach master socket (NTE5) or visible external CSP/fibre entry
• We have 30+ CAT6 data points, so we need a stable wired broadband feed to run media systems and internal LAN

Requests

1. Please confirm whether an Openreach engineer has completed the physical line installation to our unit.
2. If not, please arrange an urgent engineer appointment to install the full hardline connection and the corresponding socket/ONT device.
3. We specifically require full fibre (FTTP) at our address. If our current order does not cover FTTP, can this be amended on the existing account, or would we need to cancel and place a new order?
4. If FTTP is not available, please advise the earliest viable hardline option (e.g., FTTC/SOGEA) and lead times.

Thanks in advance—happy to provide photos of the comms room and external entry points if helpful.

Kind regards,

Global Estates®

[BethM]

Hi GlobalEstates 

Please contact our order support team for assistance with this matter.