This topic

FTTP New Installation

mattkyle — Sat, 09 Apr 2022 09:58:53 GMT

Hi everyone,

I'm looking for support and information to make sure I'm not getting the wool pulled over my eyes!

I've moved into a new build nearly 2 weeks ago, developer and openreach arguing who's fault it is but the ONT box and fibre wasn't installed to my house for move in.

Openreach came on Thursday and installed the ONT, ran their tests and had a solid PON light and all came back passed and sorted. Btwholesale postcode checker now says FTTP available but BT are advising they cannot activate until openreach give them the go ahead.

The original activation date for my BT pre-order was 14th April but I escalated and got openreach here earlier but BT keep referring to this date and saying it's an Openreach driven date?

I've spoke with Openreach a number of times who say BT are talking rubbish and it's all done and ready, it might just take 48 hours to cascade across their systems?

I'm at a loss as I've had FTTP installed in previous properties and the service was activated whilst BT were still there after installing the ONT box and I'm not sure what the hold up could be?

It's worth noting that since Friday morning (ish) that the PON light has been flashing, but openreach reach say this is normal within 48hours of ONT installation?

Any help, information or guidance would be appreciated. Two of us are working at home significantly at the moment and getting ourselves into a bit of bother over mobile hotspots etc.

Re: FTTP New Installation

imjolly — Sat, 09 Apr 2022 10:32:33 GMT

are you dealing with the FTTP TEAM 08005874787 who should be able to clarify what is happening

Re: FTTP New Installation

pippincp — Sat, 09 Apr 2022 11:17:48 GMT

ake sure you have the ONT serial number to hand when you ring the FTTP team.

Re: FTTP New Installation

mattkyle — Sat, 09 Apr 2022 11:27:32 GMT

Hi both, thanks for the quick reply.

I've spoken with the FTTP team and they have my ONT serial and all the information. They dropped me a text this morning saying Openreach still need to update their system and the date is still 14th.

Why does this date matter? Surely if it's technically ready to go, it should be able to be activated?

Out of interest, I rang Zen who advised they could put the activation through straight away and all looked good on Openreach side?

Re: FTTP New Installation

iniltous — Sat, 09 Apr 2022 11:42:42 GMT

Was there any confusion between the house number and the plot number , I know of issues where the developer told OR ( for example ) Plot 45 was going to be No 10 , **** Street, but when built Plot 45 turned out to be No.9 **** Street , Openreach use plot numbers ( when the developers initially interact with OR the street name isn’t relevant ) but by the time the plot is handed over ( ready for service ) it’s the house number and street name that ISP’s use to locate the property, (and by association the actual ONT in the property ) the ‘wrong’ ONT is identified, which may already be in use, causing delay etc.

As already said, the serial number of the ONT is the critical info , a solid PON light means the service is ready to go, and simply needs an ISP to associate it with their own systems

As a further point , quite often a developer will ‘sell’ houses earlier than they indicated to OR , so the network isn’t ready for that plot, unlike water and electricity which needs to be ready before the plot can be handed over , there is no such restrictions on telecoms , the developer basically lets you move in earlier than the date they told OR who then need to rearrange work schedules etc to catch up…often the delay is the developer hasn’t even provided the ducts and joint boxes to get cables into your home

Re: FTTP New Installation

mattkyle — Sat, 09 Apr 2022 11:38:17 GMT

When the openreach engineer was fitting the box he confirmed my plot number, I can't remember if he confirmed my house number.

However, on btwholesale address checker it went from FTTP in planning to FTTP available after the engineer had been, so I assume they have the right address?

Solid PON is the bit I'm worrying about, it's not been solid for sometime now and just flashing green, which suggests there is a problem right ?

Re: FTTP New Installation

iniltous — Sat, 09 Apr 2022 11:47:47 GMT

Possibly yes, although the firmware on the ONT can be updated automatically , this generally causes the PON light to darken ( but the LOS light doesn’t come on ) a flashing PON normally means the headend (OLT) has yet to authenticate the ONT….the OR tech normally does this after fitting the ONT but the FTTP team can also do this, but it may need to go to a specialist team to do this , hence the delay , if you already have the router plugged in and notice the PON light goes steady, chances are you will be good to go.

Re: FTTP New Installation

mattkyle — Sat, 09 Apr 2022 16:34:36 GMT

Spoke to BT again, gave then my ONT serial, my plot and my actual address and they validated all the information was correct, which is good news. He could see where the openreach guy registered the ONT etc.

He said the flashing is likely OR testing the line still and that they haven't signed it off as being "ready" yet. Not sure why they have tested it after installing the ONT and left advising me to give BT a call in an hour to activate the service!

Hoping it's as they say and OR sort on Monday and it doesn't need another visit.

Re: FTTP New Installation

-Richie- — Sat, 09 Apr 2022 18:04:19 GMT

@mattkylewrote:
I've spoke with Openreach a number of times who say BT are talking rubbish and it's all done and ready, it might just take 48 hours to cascade across their systems?

For the BT systems to update Openreach would need to send what's known as KCI3, which means the order is complete and that will the cascade to wholesale and then BT.

Re: FTTP New Installation

mattkyle — Sat, 09 Apr 2022 18:40:39 GMT

Thanks Richie, that's good to know.

They said there is a "bridge case" open with Openreach and keep falling back to the 14th April date.

Is there a sign off for the street in a new development that needs to be done before orders can go on?

Re: FTTP New Installation

-Richie- — Sat, 09 Apr 2022 19:11:15 GMT

@mattkylewrote:
Is there a sign off for the street in a new development that needs to be done before orders can go on?

Yes, the orders have stages that need to complete, the fact you've been in contact with Openreach suggests processes were bypassed and now there are issues, it's rare that bridge cases are required but if steps were missed then it needs manual intervention, which is why OR have raised the bridge case to a different team.

Re: FTTP New Installation

scaramonga — Sun, 10 Apr 2022 06:43:30 GMT

Engineer was supposed to come out to me to do 'external' work on 8th. They never turned up, despite myself being in all day. Upon calling them after, they said they are now coming on 12th, no apology, nothing?

Must be a Covid thing?, all else is lol.

Re: FTTP New Installation

mattkyle — Mon, 11 Apr 2022 12:51:56 GMT

No update yet today 😞

I have notice the PON light is going solid for a period then flashing for a bit before going solid again etc.

Wonder if this indicates they are doing something at least?

Re: FTTP New Installation

mattkyle — Wed, 13 Apr 2022 15:29:28 GMT

What a frustrating week this has been.

I've spent best part of 2 hours a day on the phone to the FTTP trying to get this sorted and had to explain myself every single time as they seem incapable of writing notes on my account. I get a new story every single time with a seamingly new date of when they next "thing" was going to happen.

In the end the Openreach site manager from our development had to take my details and to do a remote activation of the ONT. This was completely last night and the PON light has been solid ever since.

I call BT this morning thinking this was the end of my woes, got told another new date of when my service would be activated which was now the 21st and was driven by openreach.

I contact openreach again to be sure and he advised everything is ok and done.

I ring BT again, ask them to treat as though I was placing the order again. They found the ONT device registered to the address, they were about to place the order but rang openreach to test the line before they did so, he comes back and advises openreach now said the test failed and needs an engineer visit.

The lights on the ONT remain solid and I'm slowly losing the will to live.

Re: FTTP New Installation

scaramonga — Thu, 14 Apr 2022 00:08:16 GMT

Yeah, their system is a complete and utter disaster. I feel for you. They also failed to come out to me for a third time, yup, 3 full days wasted, waiting on nothing. I have caught them out so many times this week 'lying' blindly, and saying stuff that just makes no sense whatsoever.

Listen to this. A person on phone opened a complaint for me @ 9.30am in morning, and by the time I called them back @ 6pm (same day), that very complaint was 'closed', by an unknown person 😉 Amazing 🙂

It's open again, as I'm now talking to the right person, but shocking!

Re: FTTP New Installation

mattkyle — Thu, 14 Apr 2022 18:43:39 GMT

Still no internet 😞

Openreach (site manager for our development) and confirmed to me direct that it is registered, activated and in-sync, ready for orders.

My ONT has two solid green lights.

When I ring BT and ask them to activate my service, they contact openreach to run a line test, they advise it fails to connect to the ONT straight away instantly. I've had both openreach and BT confirm the serial of the ONT device and it's correctly listed against my address and not sure what else I can ask them to do remotely?

BT insist that openreach engineer needs to come out again to resolve it, which will be next Thursday it seems.

Feel like I've either got really bad luck this time or my previous FTTP installs were a fluke because I had openreach install the ONT, sync it up and was running speed tests before he had even left 😞

Re: FTTP New Installation

mattkyle — Thu, 21 Apr 2022 10:15:47 GMT

Engineer has been back out today and got us up and running.

Light levels were far to high he advised, he had to change the port outside in the street to get it to and acceptable level? He said it was running at -39 and needed to be -28. He got it running at -24 on another port and it connected up instantly.

It has dropped twice since he has left however and it hasn't come back up yet today with a red light.

Is this to be expected on the first day or should I get on the blower and get him back round?

Re: FTTP New Installation

licquorice — Thu, 21 Apr 2022 10:38:30 GMT

-39 is too low, not too high. I suspect there is a dodgy splice somewhere causing the low light level. Just coincidence he possibly disturbed it temporarily when changing ports. Get him back.