This topic

FTTP installation in the morning - still orange in the evening

jasonmleds12 — Mon, 27 Jun 2022 20:54:11 GMT

I had my FTTP installed this morning... Everything went smoothly until the engineer tried to activate the broadband and test the connection via my SH2.

Overheard him speaking to someone on the phone and the person on the phone insisted that it wasn't related to activation - but that there must be some issue on the line/exchange...

The engineers left and two phone calls with BT later they just told me that there is a fault but that this shouldn't impact my broadband... And that it's just not activated, yet... And I should wait until midnight...

It's just very strange because I already received the email that BT is now active and in that exactly moment my old NOW FTTC line went offline... So I think there's something deeper that's the issue - but somehow I'm stuck between BT and Openreach...

The ONT semms fine... Three solid green lights as it should be... Only the router stays orange 😕

Re: FTTP installation in the morning - still orange in the evening

imjolly — Mon, 27 Jun 2022 21:08:39 GMT

Check that FTTP is set to on in hub manager - hub manager then advanced settings then broadband

If that is ok and hub not blue tomorrow then phone FTTP TEAM. 08005874787

Re: FTTP installation in the morning - still orange in the evening

jasonmleds12 — Mon, 27 Jun 2022 21:13:41 GMT

The FTTP setting is on the "on" position. The password field can stay empty, right?

Yeah... I think there is some miscommunication in place between BT and OR... Tried calling the fibre hotline today but I think I reached the regular team.. would they connect you to the FTTP team if you ask for it?

Re: FTTP installation in the morning - still orange in the evening

Anonymous — Mon, 27 Jun 2022 21:22:30 GMT

Is the ethernet cable in port 4? Do you have another to try?

Re: FTTP installation in the morning - still orange in the evening

jasonmleds12 — Mon, 27 Jun 2022 21:23:57 GMT

All was set up by the engineer and I also had another look if all the wires are correctly connected... Guess I'll be without broadband for a few days... Have a feeling there's a bigger issue than BT or OR want to admit

Re: FTTP installation in the morning - still orange in the evening

imjolly — Mon, 27 Jun 2022 21:28:24 GMT

If you phone FTTP TEAM and they are busy then you get redirected to the normal customer service so just hang up and try again later

Re: FTTP installation in the morning - still orange in the evening

jasonmleds12 — Mon, 27 Jun 2022 21:31:00 GMT

How can I tell that I'm connected to the FTTP team? Do they announce this and greet you on a special way? Thanks a lot!

Re: FTTP installation in the morning - still orange in the evening

iniltous — Mon, 27 Jun 2022 22:14:31 GMT

If the ONT PON light is steady green , then the ONT is authenticated at the headend OLT , in other words the Openreach part is effectively done ( really there is no real reason why the OR tech should connect the router , that’s the ISP responsibility and usually is done by the consumer )

If the SH2 is connected but has a solid orange light , it means it’s connected but not allowed internet access , this is most likely a configuration issue , in other words your account isn’t set up correctly , and needs BT to sort out , as already stated , you need to speak to the BT FTTP customer service representatives

Re: FTTP installation in the morning - still orange in the evening

jasonmleds12 — Mon, 27 Jun 2022 22:12:06 GMT

I wonder what the issue is then .. let's hope I'll wake up to a blue light tomorrow 😉

Re: FTTP installation in the morning - still orange in the evening

jasonmleds12 — Tue, 28 Jun 2022 05:49:03 GMT

Yeah... Still orange as expected... Guess I gotta call them (I think the hotline opens at 8am)

Re: FTTP installation in the morning - still orange in the evening

Starwire — Tue, 28 Jun 2022 05:57:16 GMT

Be potentially one of 3 things.

1. Your Profile hasn’t been built correctly by Openreach. They can prove this by doing a CTH Test as they have the ability to emulate a CP Profile on their Head End.

2. Something hasn’t been built right at the CP end, could be anything. I never worked with that kind of IP Layer Stuff, it was beyond my pay grade. If it is this, it’s a BT issue and not an Openreach one.

3. BT have started using the KCI Process or whatever it’s called.

Before I left my job as a CSE for Openreach I heard it on good authority from a Senior Manager, one of the few I trusted and respected in BT that they were soon going to be implementing a KCI(?) Process where the Service will not Activate until Openreach had confirmed their end was complete.

BT aren’t the only ones to do this, Plusnet also do it as well as a few others I don’t care to remember. I only specifically remembered the Plusnet one because they did it for years, stopped it and then suddenly started doing it again a couple of years ago without notifying Openreach, which was fun for those first few days!

Re: FTTP installation in the morning - still orange in the evening

jasonmleds12 — Tue, 28 Jun 2022 06:01:17 GMT

That's very helpful - thanks mate... That's what the Openreach engineer mentioned. something was wrong at/or with the CP. I don't think he fully understood what was the issue or didn't want to tell me at the time he left.

Let's hope the people from the BT hotline will be able to understand this when I call them in an hour 🤞🤞

Re: FTTP installation in the morning - still orange in the evening

jasonmleds12 — Tue, 28 Jun 2022 08:48:26 GMT

yeah - even after reading out what @Starwire said to the FTTP team - they will now send another engineer to have a look (of course they will take until Thursday to send one over).

I doubt the issue is in my house - especially given the fact that the ONT shows that everything is ok...

At least they'll provide a 4g hub in the meantime...

Re: FTTP installation in the morning - still orange in the evening

Anonymous — Tue, 28 Jun 2022 09:16:21 GMT

If you wanted to rule out a faulty SH2 a bit quicker, you could check Facebook Marketplace to see if you can pick one up cheap locally. Once you've tested you can either keep it as a spare or resell for pretty much what you paid.

Re: FTTP installation in the morning - still orange in the evening

Starwire — Tue, 28 Jun 2022 09:18:09 GMT

They’ll always want to send an Engineer to do a CHT Test, even though the Engineer pretty much sits or stands there watching and waiting for different coloured lights to appear while someone at 2nd Line DCoE do all the Technical Stuff.

Worst thing about a CHT Test though is if Openreach prove it onto the CP Network beyond the Head End your Head Ache will only intensify because BT as a CP are useless at dealing with those issues. In fact even if Openreach prove it onto the CP Network don’t be surprised if BT still insist on sending out yet more Openreach Engineers unnecessarily.

Re: FTTP installation in the morning - still orange in the evening

jasonmleds12 — Tue, 28 Jun 2022 09:18:22 GMT

Might give it a try and use my own router with the standard pppoe settings

Re: FTTP installation in the morning - still orange in the evening

jasonmleds12 — Tue, 28 Jun 2022 09:19:55 GMT

Thanks for the heads-up, @Starwire !

Super useful stuff!

I am already mentally prepared to be ping-ponging for the next couple of months

Re: FTTP installation in the morning - still orange in the evening

Anonymous — Tue, 28 Jun 2022 10:23:04 GMT

@jasonmleds12wrote:
Might give it a try and use my own router with the standard pppoe settings

Just bear in mind it needs to be a "cable" router with a WAN port or capable of having a LAN port re-assigned like the SH2.

Re: FTTP installation in the morning - still orange in the evening

pippincp — Tue, 28 Jun 2022 10:24:02 GMT

Or you could just set up a PPPoE ethernet connection with a laptop/pc direct to the ONT.

Re: FTTP installation in the morning - still orange in the evening

Anonymous — Tue, 28 Jun 2022 10:27:39 GMT

@pippincp

Good call, completely forgot about that!