23 Dec 2011 11:11:01
[Broadband and Ethernet] FTTC Modem Swaps - Info
Posted: 23 Dec 2011 11:11:01

We have been advised by BT that they are wanting to replace the FTTC modem that has been provided as part of your FTTC internet connection.

Our FTTC customers will be emailed this information, and will be contacted by 'Kelly Communications' in the new year.


Details follow:


To make sure you always get the best possible broadband service, we’re going to swap your current broadband modem (the white box with the Openreach logo on the front) for a better one. 


Why are we (BT) doing this?

We have recently found a problem with a handful of modems that could cause connection problems with broadband in the future. Although you might not have noticed anything wrong, we don’t believe in taking chances.  So we are working to replace the current modem with a new one to make sure your service keeps running smoothly now and long into the future.


What do you need to do?

Just let one of our supplier’s engineers (Kelly Communications) come round and install your new modem. We’ll do the work whenever it suits you – daytime, evening or weekend.  And you won’t have to pay for anything.


How long will it take?

Our engineer will only take around 30 minutes to swap your existing BT Openreach modem for the new version. And they will make sure everything’s running perfectly before they leave.


What happens next?

You’ll get a call from a company called Kelly Communications, who are working on behalf of BT Openreach, to set up the appointments.


Once you’ve agreed a time, all you have to do is be there to let in our engineer and, for your peace of mind, we have asked all our Engineers to introduce themselves and show their ID before carrying out the required work.


Any questions?

If you have any questions, please call Kelly Communications on 01384 418023 or via email appt.enquiries@kelly.co.uk.


Alternatively, if you have any concerns or queries, please contact AAISP on 03333 400999 or support@aa.net.uk.


Thank you in advance for your help.

12 Jan 2012 10:06:46

Customers have not yet been contacted by 'Kelly Communications' so please don't worry that you've not been contacted! We'll post again when customers have started to be contacted, and we'll post with anohter update in a couple of weeks time.

18 Jan 2012 14:40:46

BT have advised us that they have not yet passed on our customer information to Kelly Communications - it will be a couple of weeks (at least) before they start contacting customers.

30 Jan 2012 09:42:08

Kelly Ltd. have started to send out letters to customers regarding changing the modem.

11 Apr 2012 12:32:09

BT have been in touch and are saying:

Kelly are still working through the lists and hope to complete at the end of April.

Anyone who has not received a letter does not need a new modem, the ones with a higher potential for failure are a specific time bound batch.

We have seen a couple of incidents with the Kelly online booking tool, and there were resolved by telephoning the contact number on the letter.


Do get in touch with us if you have problems or questions though.

Started 23 Dec 2011 11:00:00