This topic

How long is a reasonable time to be without internet

oatesm — Mon, 12 Dec 2022 20:11:47 GMT

I agreed to change over to full fibre 900 & not had my new fibre broadband since 4pm Wednesday 7th December. BT promised to send a new router that would be delivered in 48 hours, nothing came i rang BT again and was told it would be delivered Monday 12th December but to date still nothing.

At the time of installation the engineer shared that full fibre wasn't activated and i would continue to receive my standard broadband until a signal was sent to my equipment to activate full fibre.

I work from home and cannot do my work so have to book time off work that i would have naturally booked over the Christmas period to spend with my family
Been advised today that i will receive a new router Wednesday 14th December, 7 days after i should have been connected.
Im not confidant that i will ever get connected.

Has anyone else experienced this?

Re: How long is a reasonable time to be without internet

oatesm — Mon, 12 Dec 2022 20:21:00 GMT

And why do BT keep closing complaints when the issue still isnt resolved

Re: How long is a reasonable time to be without internet

imjolly — Mon, 12 Dec 2022 20:22:30 GMT

Delivery by royal mail could be a problem due to strikes - 9, 11,14,15

Re: How long is a reasonable time to be without internet

iniltous — Mon, 12 Dec 2022 21:21:55 GMT

Perhaps you can clarify the issue , if you are ‘changing over’ to a 900Mb full fibre service, suggests you have or had a different type of service ( possibly ADSL or FTTC , or with a non Openreach based ISP ) who was this previous service with , was it BT ?.

Not every customer upgrading to full fibre with BT will need a new hub ( router ) presumably you do need a SH2 because ( if BT were your provider ) you didn’t already have one with your previous broadband , they are sent out by ‘mail’ , the time of year ( Christmas) and the current individual action could have a baring on the delivery time.

Was the rest of FTTP successfully installed, ONT with a steady PON light lit etc. , if it is then hopefully when the SH2 arrives, as soon as it’s connected you should be good to go, if your previous service has already stopped working , presumably it was necessary so that your FTTP will work as soon as the router arrives and is plugged into the ONT , the alternative presumably would have to not complete the FTTP install ( well the authentication part ) , that may have maintained the previous service, but that would mean you would need to book a new installation date etc, but it’s not clear ( to me at least ) if you have no service at all , or are just disappointed that the FTTP is delayed, but the previous service is still working.

Re: How long is a reasonable time to be without internet

NeilO — Tue, 13 Dec 2022 08:37:25 GMT

Hi, @oatesm I'm really sorry about that, it's very likely been delayed due to the Royal Mail strikes. You should have been sent an email with a tracking link to their website when it was dispatched.

Do you have a Smart Hub 2 at the moment or one of the previous versions?

Thanks

Neil

Re: How long is a reasonable time to be without internet

licquorice — Tue, 13 Dec 2022 08:50:15 GMT

If you have FTTP, you don't actually need the hub to get connected. You can make a direct PPPoE connection to the ONT with your PC/laptop temporarily to get online.

Re: How long is a reasonable time to be without internet

oatesm — Tue, 13 Dec 2022 18:42:46 GMT

Hi thanks for the infomation, i was previously with BT using their Smarthub 2 recieving around 45mb

BT sent me the red cable as an upgrade informing me i already had the latest hardware which didnt need upgrading.

The new instalation was successfull. the new equipment for full fibre, installed next to my power point is showing the green lights with no issues. I now have no service, my previous broadband stopped working around 4 hours after the new installation. Checked the Royal Mail tracking for the delivery date of the new smart hub but nothings been updated since Friday 9th December. Been told by BT that the new HUB will be delivered tomorrow Wednesday 14th 1 week after the new instalation date however ive been given 3 different dates now so you can understand i feel im just being told different dates byBT hoping the equipment is delivered.

Re: How long is a reasonable time to be without internet

oatesm — Tue, 13 Dec 2022 18:44:50 GMT

Hi Neil, Checked with Royal Mail but nothings been updated from since the 9th Dec. I have the smarthub 2

Re: How long is a reasonable time to be without internet

licquorice — Tue, 13 Dec 2022 18:46:46 GMT

If you already have a Smart Hub2, you don't need a new router. LAN port 4 is configurable as a WAN port. Go to advanced settings and change the full fibre FTTP toggle to ON

Re: How long is a reasonable time to be without internet

oatesm — Tue, 13 Dec 2022 18:51:08 GMT

Tried this and still cant get a connection

Re: How long is a reasonable time to be without internet

licquorice — Tue, 13 Dec 2022 18:54:16 GMT

Then a new hub won't help. Have you spoken to the FTTP team? 0800 587 4787

Re: How long is a reasonable time to be without internet

oatesm — Tue, 13 Dec 2022 18:58:31 GMT

Thanks for the quick responce. Before i call them can you give me any advice.

Many thanks

Re: How long is a reasonable time to be without internet

imjolly — Tue, 13 Dec 2022 19:16:35 GMT

Have the serial number of ONT handy. If you get diverted to CS as FTTP busy then hang up and try later

Re: How long is a reasonable time to be without internet

imjolly — Tue, 13 Dec 2022 19:16:54 GMT

Have the serial number of ONT handy. If you get diverted to CS asFTTP busy then hang

Re: How long is a reasonable time to be without internet

licquorice — Tue, 13 Dec 2022 19:17:11 GMT

Not really, it would appear your service hasn't been provisioned correctly if your Pon light is solid green but no service with FTTP mode enabled on the hub.

At busy times, that number diverts to the normal help desk, try again if it does.

Re: How long is a reasonable time to be without internet

oatesm — Tue, 13 Dec 2022 19:34:01 GMT

Absolutely brilliant advise. Spoke to the FTTP service desk who confirmed nothing was wrong with my Smart Hub. They are sending an engineer out Friday morning to fix/investigate the issue. BT are sending me a mini hub with unlimited data To get me up and running until fixed

Thanks again