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Switching from Openreach to CityFibre: What to Expect
Switching from Openreach to CityFibre involves changing the network that connects your home, even if you already have full fibre. The practical questions are where the new cable will enter, which equipment you will use and how the service change will be coordinated.
If you are still choosing a network, start with our CityFibre vs Openreach comparison. For current packages and an address check, visit Exascale CityFibre broadband.
Check the address and your existing contract
Availability is specific to your property. A nearby CityFibre cabinet or a neighbour with service does not confirm that your address is ready to order. Check availability first, then review your minimum contract term, any early termination charges and services bundled with your existing broadband.
Pay particular attention to a landline number you want to keep, alarms and other equipment that depends on a telephone connection. Tell your new provider what needs to move before confirming the order.
Expect a separate CityFibre installation
An Openreach fibre connection does not become a CityFibre connection by changing router settings. CityFibre explains that a move from another full-fibre network requires an installation on its network. This normally involves an external connection point and an internal optical network terminal, or ONT. The engineer will discuss the cable route and equipment position with you.
Think about power sockets, access to the proposed location and how the router will connect to the ONT. If you rent or live in a building with shared areas, check whether permission or access arrangements are needed. Do not remove the existing network equipment yourself.
Coordinate the switch through your new provider
For eligible residential broadband switches, One Touch Switching lets the gaining provider coordinate the change with your existing provider. Give accurate account details and review the switching information you receive. Avoid cancelling the old connection independently unless your provider tells you this is necessary.
Our One Touch Switching guide explains the administrative process. Installation readiness and activation still need to be confirmed, so do not assume that placing an order means the new connection is already working.
Prepare the router and home network
Use the router supplied for your new service, or check that your own model meets Exascale’s requirements. A router used on another provider may need different settings. Our bring your own router guide covers compatibility; an existing Wi-Fi name and password can often be reused to reduce the number of devices you need to reconnect.
Check the new connection before putting equipment away
Once activation is confirmed, test browsing, a wired device and your usual calls or work applications. Check any transferred phone number separately. Keep the order and activation messages, and follow the previous provider’s instructions for returning rented equipment.
If something is not working, contact your broadband provider with the symptoms and ONT light status. The provider can investigate the service and coordinate a network visit where needed.
Common switching questions
Can I reuse the Openreach ONT? No. The ONT belongs to its access network; your new CityFibre connection needs the appropriate CityFibre equipment.
Will there be a gap in service? Ask your new provider how installation and the transfer date will be coordinated. Keep a backup connection if continuous access is essential; do not treat a planned date as a guarantee against disruption.
Where can I check current deals? Use the CityFibre packages and availability page, which is the place for current Exascale offers.
Further information: CityFibre’s guidance on joining from another network and Ofcom’s broadband switching guidance.