This topic

Fibre Installation failed to work.

Buzby1950 — Fri, 04 Jun 2021 15:18:59 GMT

Two aspects of fibre installation.

1. It has come to my attention from a family friend that when his BT F.T.T.P. was being installed, it failed to work because the contractor had not fitted the correct white box. A different white box was obtained by the contactor on the day, fitted and everything worked from then on. Is it therefore true that unless the fibre is terminated in the correct white box the service will fail to work?

2. If the wrong white box in fitted can the fibre control see this as a fault?

Many thanks.

Re: Fibre Installation failed to work.

pippincp — Fri, 04 Jun 2021 15:23:37 GMT

Yes, you cannot use any ONT it must be compatable with the head end equipment.

Re: Fibre Installation failed to work.

licquorice — Fri, 04 Jun 2021 15:32:51 GMT

Not only that, the serial number needs to be registered to the account in order to receive your service.

Re: Fibre Installation failed to work.

pippincp — Fri, 04 Jun 2021 18:28:21 GMT

Serial number is registered to the address, not the account.

Re: Fibre Installation failed to work.

licquorice — Fri, 04 Jun 2021 18:43:07 GMT

I suspect it is registered to the account via the address. As all 32 channels from the OLT are received by all 32 ONTs, you need to get the right channel delivered on the output of the ONT, so I guess the serial number needs to correspond to the right account.

Re: Fibre Installation failed to work.

Starwire2 — Fri, 04 Jun 2021 18:48:24 GMT

The ONT is registered against the Head End Port the OGEA Circuit is built off so the ONT would work on any fibre connected to that particular Head End Port.

Same principle applies to FTTC when a PCP has more than one DSLAM. If say your DSLAM Port goes faulty and there’s no spare ports on the DSLAM they couldn’t simply swap you onto the other DSLAM if it’s connected to a different Head End Port, even if it has the DSLAM has spares. The service would need a complete Cease and Reprovide.

Re: Fibre Installation failed to work.

licquorice — Fri, 04 Jun 2021 19:00:06 GMT

Ergo, its registered to the account.

Fibre Installation failed to work.

Buzby1950 — Fri, 04 Jun 2021 19:40:14 GMT

It appear that the KN Contractor fitted the wrong termination box in my home.

The engineer who installed the FTTP at my friends home was about to fit this type of box above when he realised his mistake and fitted the correct box. He went on to say that these boxes are not to be used. Note the maker? That leads to a question. Why is BT suppling these boxes to the contractor? Disappointing to say the least. Four months waiting and in the end no FTTP. Thankfully I cancelled the order and obtained four months Halo 3 rental refund.

Re: Fibre Installation failed to work.

Starwire2 — Fri, 04 Jun 2021 21:41:47 GMT

‘Why is BT suppling these boxes to the contractor?’

BT, BT who, BT Consumer? Or BT Supply Chain?

BT Supply chain provide 3 different types of ONT, or boxes as you call it at the request of Openreach. Huawei, Nokia and ECI. The reason being Openreach use 3 different types of Head End Equipment supplied by Huawei, Nokia and ECI and unlike FTTC Modems they’re not interchangeable.

It clearly says on the job what kind of ONT needs to be installed so if the KN Contractor who visited can’t read that’s hardly BT Supply Chain or Openreaches fault is it.

Fibre Installation failed to work.

Buzby1950 — Fri, 04 Jun 2021 22:57:12 GMT

With respect there are serious issues surrounding the provision of FTTP and apart from my own experience as a former engineer all those involved within management need to address the main problem, "a failure to meet the customer requirement". I waited four months from the initial order was placed having accepted BT's invitation. Delivery of equipment first class, first fibre appointment April cancelled without explanation. Second appointment April failed, one meter of duct missing in street. Finally third appointment in May a service installed that does not work because an important component is the wrong item. As a customer I am not pleased. As a former employee I get the impression BT, Openreach and the Fibre Control need to come together and sort a simple mistake by an engineer with six months experience. Instead I was ignored, totally and absolutely ignored and had I not cancelled the order on the seventeenth of May I firmly believe I would still be waiting this fourth day of June 2021 with no FTTP service.

Re: Fibre Installation failed to work.

Starwire2 — Sat, 05 Jun 2021 06:06:08 GMT

So then you agree it is the responsibility of the KN Contractor to read the job details to determine what type of ONT he or she needs to install regardless of whether they’ve been doing the job 6 minutes, 6 days, 6 weeks, 6 months or 6 years?

Or should someone at BT go out of their way to call the thousands of Engineers every morning to tell them which ONT they need to install on which job.

In my opinion if that KN Contractor can’t even read a basic job pack to know which ONT to install after doing it day in day out for 6 months then clearly they’re in the wrong job.

Fibre Installation failed to work.

Buzby1950 — Sat, 05 Jun 2021 07:31:16 GMT

During the final years of my forty year career with PO Telecommunications & BT I worked in the Contract Project Office, Telephone House, Belfast. Overseeing the work of our contractors were BT employed Quality Leasion Officers, and before any payment was made by me the QLO would check the work was as per the contract and report back as work completed to our (BT's) satisfaction. If we take my example, the contractor failed to install one meter of ducting a fault that was rectified by a BT Civils gang at BT's expense. The fault was discovered by an Openreach engineer whilst trying to complete my second appointment. Morrow Contracts got their money for work that was not as planned. Secondly the KN Network contractor installed the wrong box in my home, my service failed and one assumes KN received full payment for the incorrect installation. So two contractors who are wiping BT's eye and laughing all the way to the bank. Meanwhile I the customer who pays your salary, was paying an additional £11 a month plus Vat rental for a FFTP service no one in management cares whether I get or don't get. If you accept this as good business practice carry on my friend, but please don't expect me a customer and former employee to pay for the companies total incompetence. Remember this incompetence reflects on every employee of which you are one. Assuming you still have team meetings bring this up at the next meeting. Wishing you all the best and keep washing those hands of responsibility it's not Covid-19 you need to fear but unemployment when the current satalite network goes live.

Re: Fibre Installation failed to work.

Starwire2 — Sat, 05 Jun 2021 10:22:16 GMT

It’s not the point I was making.

You originally said, Why are BT Supplying the Wrong Boxes to Contractors.

As I said, they’re not, they provide them with the 3 brands of ONT needed depending on which Head End it’s on. If the KN guy can’t read it’s hardly BT or Openreaches fault is it.

Re: Fibre Installation failed to work.

pippincp — Sat, 05 Jun 2021 10:58:24 GMT

@Buzby1950 How do you know it was the wrong ONT supplied?

Fibre Installation failed to work.

Buzby1950 — Sat, 05 Jun 2021 12:26:37 GMT

Unfortunately that is a question I cannot answer but my conclusion is based on the experience of a friend whose FTTP almost went the same way as mine, FAILURE. Thankfully his contractor realised his mistake, fitted the correct box. It is the discarded box which I have photographed that drew my current conclusion. If I am wrong then I apologise sincerely but as neither the contractor nor Openreach returned within the following nine days after installation to rectify the failure of service having notified them both of no service PM on the same day as installation 8th we are all none the wiser why the provision of FTTP failed. You will forgive me if I ask a question. Why having reported no service on the 8th, third appointment, third failure did an engineer not come back within 24 to 48 hours, forcing me nine days later to draw yet another conclusion that my land line, broadband, you view, and two mobile phone provider BT had no interest in loyalty to a customer of over thirty years. Surely those of you who are reading this must accept I the old faithful customer is clearly disalusinioned setting aside my long association with the business.

Do you believe senior management take notice of our community?

Re: Fibre Installation failed to work.

pippincp — Sat, 05 Jun 2021 16:02:57 GMT

I can only guess that by contacting Openreach and the contractor you went about things the wrong way. Unlike in your day as a PO, BT engineer things are different now. You should have contacted the FTTP team at BT as you are not an Openreach customer, BT Retail are the customer of Openreach. As regards the contractor I'm sure @Starwire2 can educate you there.

As to a friend "almost going the same way" have you never heard of B/S from someone who has made a mistake? They got the wrong ONT out of the van and when they checked to jobsheet realised their mistake and covered themselves.

Neither I nor I doubt @Starwire2 know why your install failed.

FTTP direct number. 0800 587 4787

Fibre Installation failed to work.

Buzby1950 — Sat, 05 Jun 2021 18:17:03 GMT

First and foremost, thank you for the understanding, between BT, Openreach and the Contractor.

I am going to seek your guidance on restoring my BT Halo 3 + Service assuming that is acceptable. I reverted back to Fibre to the Cabinet on the 17th May.

Remembering that I have all the kit, the cable is terminated, but not working who should I speak with to reconnect this service in the quickest possible way.

Again a sincere thanks for the understanding of the way things are now. I left the job at 57 as a TO / C3 with a three year package, fourteen years ago because the oversight and management of our contractor was to be handed to them in what was seen by senior management as the way forward, i.e. a self managed contract where they were handed a specific task at a given price and told to get on with it.

Re: Fibre Installation failed to work.

pippincp — Sat, 05 Jun 2021 19:18:13 GMT

Do it via the number I've given you. Place as a new order without mentioning any past problems or kit you have. Let them take it from there.

Re: Fibre Installation failed to work.

Buzby1950 — Sat, 05 Jun 2021 21:56:39 GMT

I shall follow your instructions. Many thanks.

Fibre Installation failed to work.

Buzby1950 — Tue, 08 Jun 2021 17:55:40 GMT

Thankfully I am not alone. Today two Openreach engineers arrived to install the fibre cables from two separate nodes to two separate properties where I live and both failed. It turns out there has been a serious failure in the network build where we live. As requested I have reordered my Halo 3 and took the opportunity to update the fibre control of this finding today but also to ask for a Direct Labour engineer to return to my home to rectify both the installation and termination of the optic fibre cable. This instruction came from the Openreach engineers. It was pointed out to me that the KN Network engineer did not follow proper procedures. It appears they are paid by the installation and quantity is more important than quality.

Fingers crossed my new appointment date will be honoured and my installation will work.