This topic

FTTP Install Issues

Anonymous — Tue, 01 Nov 2022 23:03:36 GMT

Hi all,

Openreach (OR) came today to upgrade me from FTTC to FTTP (previously with Plus but moved to BT).

Engineer came, installed the ONT and set up the router but couldn’t get the connection to work. He was here for about 5 hours working on my and a neighbour’s install.

At the end of the appointment he said he had done everything he could but there was an issue BT’s side and that they would need to fix it.

Called BT to find out what was going on and they said it would activate shortly and that OR had to do something in the background but it would work shortly.

The OR engineer then called and came back a bit later, said he was advised to change the ONT as there could be a faulty batch, which he did but this didn’t resolve the issue.
Called up again and was told there was an open order on OR’S side and that it would need to complete before midnight today before the connection would start working.

OR and BT seem to be pointing the finger at each other, I’ve had no Internet all day and all anyone can tell me a to wait and see.

How likely is it that at midnight the line will start working? Has anyone else had any issues like this and were they able to get them resolved?
Thanks in advance!

Re: FTTP Install Issues

Anonymous — Thu, 03 Nov 2022 22:42:45 GMT

After waiting for the order to close with Openreach, the following day there was no connection.

Called up and spoke with someone at BT who advised that the install needed checking so an engineer came back today. He was really nice, spend ages on the phone to OR support and even called BT. In the end he had checked everything and could t find a fault on OR’s side so has had to bounce it back to BT as he thinks the problem is their side.

Spoke with someone at BT who has escalated internally and I’m expecting a call back on Saturday as that’s when the next update is due…

Re: FTTP Install Issues

Starman — Fri, 04 Nov 2022 06:30:55 GMT

The small white modem or ONT unit installed somewhere by the installer do you have all green lights? Specifically the PON light should be soild green if sync'd and connected to OR side.

Re: FTTP Install Issues

Anonymous — Fri, 04 Nov 2022 07:02:34 GMT

Hi @Starman

All the lights are green aside from the LOS which is off.

Re: FTTP Install Issues

Les-Gibson — Fri, 04 Nov 2022 07:20:53 GMT

LOS shouldn't be lit, there's a problem if it is.

Is PON lit and steady? it shouldn't be flashing at all, not even once in a blue moon.

Click this link to log onto your router Broadband and check that the FTTP switch is set to 'ON' as shown below.

Re: FTTP Install Issues

Anonymous — Fri, 04 Nov 2022 07:32:13 GMT

LOS is off and the PON is illuminated and solid.

Have checked the router configuration and FTTP is checked. BT sent me two routers in error, have tested with the other one and it’s the same, no connectivity so it’s not a hub issue either.

Re: FTTP Install Issues

Les-Gibson — Fri, 04 Nov 2022 08:13:53 GMT

In which case I'm with the OR guy, I suspect an account problem at BT's end, it might be worth checking what telephone number BT have on the order

Re: FTTP Install Issues

Anonymous — Sat, 05 Nov 2022 23:38:15 GMT

This was a home move to a new property, the landline number changed at the same time I moved in and is showing as correct on the order @Les-Gibson

BT have booked a third OR engineer to come to my house on Monday which I expect will be a complete waste of everyone’s time.

OR keep updating the ticket with a future expected resolution date. BT seem to be hiding behind that telling me that there will be an update by XX date. Unsurprisingly the update never comes as no one at OR is working on the fault because they can’t find one.

No one seems to want to take any responsibility so I ended up emailing the CEO of BT which has been picked up by the exec complaints. They were supposed to get back to me within 48 hours which hasn’t happened.

Re: FTTP Install Issues

FTTPlease — Sun, 06 Nov 2022 00:06:53 GMT

Just to help you understand how the dynamic between BT and OR works

I'd suggest looking at your BT account on the BT app or by logging into your BT Id online. If the order is showing as complete, then BT will have raised a fault (there will be a fault reference which starts VOL013). An FTTP fault usually means an OR engineer visiting the property.

But if the order is showing as Open then this is not classified as a fault, it's a delayed installation. In both cases BT act as the bridge between OR and yourself. If the order is not complete then there wouldn't be a ticket as such, just an ongoing failed installation. A delayed installation is better than a fault as it means you will be due compensation for each day late the service is after the committed date (up to a maximum of 60 days.)

Remember OR view BT as their customer. You are what they call an "End User". So either way you go through BT to get OR engineers (or their sub-contractors) to fix things when they are not working. But understanding the structure may help you pursue it.

Regarding the telephone number I'd recommend looking at the order confirmation email (or letter) you received after placing the Home Move order to check what it says about the telephone number. Lookout for something along the lines of "Your number will be confirmed when your service starts" - that might indicate a number port was not placed or not possible.

Re: FTTP Install Issues

Anonymous — Sun, 06 Nov 2022 01:04:49 GMT

Both the order with BT and OR is complete. BT are saying the order is completed and the service should be active while OR are saying the fibre has light on it, is active and the ONT (which has been changed and activated) is working correctly.

The number wasn’t ported as I have moved 90 miles from my old address so they allocated me a new number. The landline is live and I can make and receive phone calls without issue.

Re: FTTP Install Issues

Les-Gibson — Sun, 06 Nov 2022 11:40:01 GMT

@Anonymous

Your response in message 6 would suggest that everything is A:OK on the Openreach side of things which is why I suspected a problem with your BT account.

In message 1 you mention a neighbour, is their installation working OK?

Is there any chance that the fault may lay within your home network? for example a powerline converter which has lost connection

Re: FTTP Install Issues

Anonymous — Sun, 06 Nov 2022 11:53:21 GMT

We don’t speak to the neighbour, they back on to our garden and we don’t see them. It was the OR engineer who told me one of my neighbours were having the same issue with BT. He was their first appointment and I could see him re-cabling from the pole to their house. He said he thought there could be an issues with it but after replacing theirs and it not making a different ruled it out. It’s the neighbour who had their install done on the same day as mine.

It’s definitely not the router, they sent me 2 in error and I had my original one from the old house. None of them work on the new fibre, I struggle to believe that all 3 are faulty. I do have whole-home Wi-Fi, all the disks are working and the hybrid connect is in the loft room working over the network.

Re: FTTP Install Issues

Les-Gibson — Sun, 06 Nov 2022 12:08:52 GMT

Are you on Halo 3 by any chance? if so you are entitled to one visit per year from a BT Home 'Expert' (I hate that word)

Re: FTTP Install Issues

Anonymous — Sun, 06 Nov 2022 12:16:41 GMT

I am but they won’t send a Qube person to check the setup because they can see there’s a fault which they claim sits with OR.

They can’t run any remote diagnostics to check the service as it’s not showing as connected.

It’s quite frustrating!

Re: FTTP Install Issues

Les-Gibson — Sun, 06 Nov 2022 13:42:21 GMT

You seem to be trapped in a vicious circle, perhaps it's time for intervention from a moderator ( @SeanD ).

If the PON and LOS LEDs' are indicating the correct status (as confirmed by you in message 6) then OR have done their job and the fault must be with either BT or something (e.g. a powerline converter or some such) on your home network that has failed due to the repeated power cycling of the router as you change them out.

Re: FTTP Install Issues

RobbieMac — Sun, 06 Nov 2022 16:19:48 GMT

Hi @Anonymous

Thanks for your post and welcome back!

I'm sorry for the problems with your Full Fibre install. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: FTTP Install Issues

Anonymous — Mon, 07 Nov 2022 11:35:38 GMT

Thanks @RobbieMac - reply sent!

Re: FTTP Install Issues

Anonymous — Sat, 12 Nov 2022 09:26:23 GMT

The exec complaints team have been working on this going between BT Wholesale and OR. So far they’ve managed to confirm that they can now see the ONT, previously they couldn’t, but there’s still no connectivity.

Another one of my neighbours who’re served by the same telegraph pole had OR out yesterday for exactly the same issue but with Sky which brings the total to 4 all on different providers.

Hopefully I should hear something back early next week!

Re: FTTP Install Issues

Anonymous — Sat, 12 Nov 2022 13:51:40 GMT

In a weird turn of events an OR engineer turned up today without an appointment fiddled around with the ONT and said they again couldn't find an issue with the connection. Disappeared and came back on the phone with OR second line support on loud speaker. They were running the same tests that the previous guys had run so I mentioned to him that a few neighbours were having the same issue.

Second line indicated if that were the case there could be an issue with their service and he needed to do some digging. They eventually came back and said a' card' was showing as faulty, there was no traffic on it. he also checked and could see more tickets open for the area (at least 7 customers).

The OR guy went away and said he would call back later and let me know if there was an update, usually when they have to reset or bounce a card it has to be done overnight or it could affect other customers. Called back, while I was out and asked me to reset everything when I got home and I now have 1Gbps down and 110Mbps upload speeds which isn't too bad!

Pleased that I can finally use the internet properly and OR have stopped kicking it back to BT Wholesale. Hopefully they'll be able to get the other customer tickets closed too!