This topic

Engineer visit to fix a fault - nothing happens

dfacto600613 — Fri, 22 Oct 2021 14:52:56 GMT

I want to check if these BT Engineer visits are a scam. Twice this week I have reported faults which require an engineer visit as per BT's system. But twice no engineer has turned up and the update on fault says Engineer visit complete. My issue still persists. Basically I have no internet for 1 week. My devices connect to Smart Hub but it says connected No internet and my Smart Hub is a steady orange. I have done all the troubleshooting of restarting, resetting, checking for line faults etc. BT deemed an engineer visit necessary twice without fixing the issue. No engineer has come or called me . Are these just tactics to delay things? I have fibre broadband and paying a ridiculous amount for no service. All the other flats in my building with BT have no issues. Clearly this is a vicious loop of laxity.

Re: Engineer visit to fix a fault - nothing happens

Keith_Beddoe — Fri, 22 Oct 2021 15:00:57 GMT

Its Openreach that should visit, so I am not sure why they have not done that. I have asked a moderator to look at it.

Re: Engineer visit to fix a fault - nothing happens

imjolly — Fri, 22 Oct 2021 15:02:47 GMT

by 'I have fibre broadband' do you mean FTTP or FTTC?

if you do not have digital voice have you checked for a dial tone on landline

Re: Engineer visit to fix a fault - nothing happens

dfacto600613 — Fri, 22 Oct 2021 15:40:46 GMT

I have FTTP and Digital Voice. The Digital Voice handset doesn't have a dial tone because of no active internet

Re: Engineer visit to fix a fault - nothing happens

licquorice — Fri, 22 Oct 2021 15:46:16 GMT

What lights are showing on the ONT?

If the LOS led is unlit and the PON light is steady green, the fault will be at the 'exchange' rather than requiring a visit to your premises.

Re: Engineer visit to fix a fault - nothing happens

VeteranISPUser — Fri, 22 Oct 2021 15:46:50 GMT

Hi @dfacto600613 Remember that an Openreach engineer visit could be to the exchange or cabinet so I wouldn’t assume that if you don’t see them, then the visit didn’t take place.

Re: Engineer visit to fix a fault - nothing happens

dfacto600613 — Fri, 22 Oct 2021 16:01:22 GMT

LOS is unlit. PON is blinking green. Fault has a red light as well.

Re: Engineer visit to fix a fault - nothing happens

dfacto600613 — Fri, 22 Oct 2021 16:03:09 GMT

When I track it on BT.com/fault it says Engineer visit complete and talking to chat support they confirm Engineer visit is complete as they checked the exchange and left. My issue is still unresolved. When I try to report that , the system goes back to the same process of booking an engineer visit. So basically this is seems to be a never ending loop

Re: Engineer visit to fix a fault - nothing happens

Starwire — Fri, 22 Oct 2021 18:08:36 GMT

There’s little an Openreach Engineer can do ref to faulting FTTP from outside unlike a Metallic Path.

Also when an Openreach Engineer picks up a job they have to do something called a Fast Test before and after the job and in order to close it the Test on Completion must be a Green Pass Test.

I’d hazard a guess the fault is being closed at BT Wholesales end automatically like it is more than often before an Openreach Engineer is even dispatched to it.

Re: Engineer visit to fix a fault - nothing happens

DanielS — Fri, 22 Oct 2021 19:15:16 GMT

Hi @dfacto600613,

I've been reading over your thread and, I'd like to say that I'm sorry for the lack of information that you have been given and for the overall experience that you've had. I'd like to offer you my team's help. We can check with our suppliers and find out what has happened. From that, we'll work out what needs to happen next. We will let you know everything that's happening each step of the way.

I've sent you a private message with some details that I need.

Thanks
DanielS

Re: Engineer visit to fix a fault - nothing happens

pippincp — Fri, 22 Oct 2021 22:32:02 GMT

@VeteranISPUser Pointless the engineer visiting a cab for an FTTP issue. FTTP doesn't pass through a cab.

Re: Engineer visit to fix a fault - nothing happens

iniltous — Sat, 23 Oct 2021 08:09:23 GMT

The ‘fault’ light is probably the battery back up unit ( not even provided on new installations ) the fact that the LOS ( loss of signal ) is not lit, and the PON light is flashing suggests that the ONT is receiving ‘light’ , so there is an optical path , but your ONT is not authenticated at the headend ( OLT ) , in other words your ONT is not ‘registered’ as a device with the headend.
Has this service ever worked ?, once the ONT is authenticated onto the PON, done on the installation day, or if a ‘new site’ before the occupant moves in , that’s normally it, a steady PON light would indicate some ISP issue.

Its not unheard of for the wrong vendors ONT to be fitted ( Nokia instead of Huawei for example )

Re: Engineer visit to fix a fault - nothing happens

dfacto600613 — Sat, 23 Oct 2021 08:10:32 GMT

It's been working normally for ever since i got the connection 8 months ago. Anyway I have flagged it with customer service again. One of the moderators here has offered to look into it as well. Fingers crossed it'll get fixed soon

Re: Engineer visit to fix a fault - nothing happens

iniltous — Sat, 23 Oct 2021 09:21:24 GMT

You have probably already done this, but have you switched the ONT off and let it re boot ( rather than the re booting router ) , it’s possible that the ONT is faulty and need replacing ( and the new one authenticating ) which obviously ends an Openreach visit , or ( as the optical path seems OK ) the current ONT needs ‘discovering’ this could possibly done remotely , ( you would need to advise the serial number of the ONT ) either way it does seem that you should be getter better service than you currently are…hopefully the Mods will be able to chase this for you.

Re: Engineer visit to fix a fault - nothing happens

Starwire — Sat, 23 Oct 2021 09:55:55 GMT

Nokia ONT’s can now be installed on Huawei Head Ends.

The only time they shouldn’t be used is if the EU has the FVA Service as they’ll need a Huawei 1+1 ONT. You can still fit a Nokia One Data Port only still but obviously they wouldn’t be able to use their FVA Service.

Openreach have now stopped supplying Huawei ONT’s all together at their Store Hubs and if a 1+1 Huawei is needed it would have to be ordered in especially.

Re: Engineer visit to fix a fault - nothing happens

RobbieMac — Tue, 26 Oct 2021 13:17:08 GMT

Hi @dfacto600613

Thank you for taking the time to chat with me this afternoon.

I am really pleased that the fault with your broadband is fixed now. I'll go ahead and close this off from here as agreed but feel free to come back on again if you need help or have a question about your services.

Take care for now.

Robbie

Re: Engineer visit to fix a fault - nothing happens

atttim — Thu, 28 Oct 2021 21:33:19 GMT

So what was the cause of his problem and how was it rectified ...... ?????
It's like reading a good mystery book and find the last chapter is missing......?? ??

Re: Engineer visit to fix a fault - nothing happens

atttim — Thu, 28 Oct 2021 21:35:45 GMT

And no .....I an NOT an Aspiring Expert ..... is there anyway to delete this title PSE ????

Re: Engineer visit to fix a fault - nothing happens

dfacto600613 — Thu, 28 Oct 2021 21:53:28 GMT

Ha ha. I don't know what the issue was. It was rectified on the day that the engineer visit was scheduled. So I assume the engineer must have fixed it. But the mystery remains because I didn't meet the engineer in person. Based on other comments, it looks like the fault was in the exchange or somewhere between exchange and my property and the engineer visit must have fixed it. But I am glad this community exists and thankful for some of the follow-ups done by the moderators here to check with me.

Re: Engineer visit to fix a fault - nothing happens

atttim — Thu, 28 Oct 2021 22:43:33 GMT

Thank you so much for your quick reply ....... can go to bed now and sleep well ...... nite nite....lol