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FTTP installed today, solid amber light on SH2 no service

Tab2 — Wed, 25 Jan 2023 18:54:53 GMT

Hey guys,

Need some help. Had FTTP installed today. Engineer left before completing line test saying he was unable to do it now but he'll be able to do it later and we should have everything up and running within 1-2 hours have he's gone. Fast forward I get emails from BT saying the order has been complete and they deactivate my FTTC connection. I have a solid amber light on the router and so no internet.

I have tried power cycling and checking the network settings on the router, the username and password for pppoe are correct and everything seems fine. When i try and connect from my macbook directly to the ONT via pppoe it fails to establish a connection.

My father contacted customer support and they've raised a fault with openreach but there's no timelines. I just have a feeling this will be some kind of provisioning issue. Any support or advice on how to get this resolved. I work from home and so need internet access. 😔

Re: FTTP installed today, solid amber light on SH2 no service

TEREU5 — Wed, 25 Jan 2023 19:29:28 GMT

Hello. Engineer should never leave the house without the test!

Are the lights on ONT showing correct operation? PON on Power Eth and no error?

You can try text mes with "FAULT" to the automated BT service (61998), they will run some checks if nothing wrong they will advise to Refresh teh connection by sending another "REFRESH" text...that may help

My issue for last "few" days is the same amber light on the modem but ONT now seems busted (original issue aparently came down to bad build that was pushed to the ONT (Adtran ) causing routing and every setting to go pants and nothing was going to my property even tho all was perfectly fine prior to the aforementioned update)

Wonder - just silly coincedance maybe? that upon connection ONT did an self update and endup like above? I am probably wrong but you never now this days how things act!

Re: FTTP installed today, solid amber light on SH2 no service

imjolly — Wed, 25 Jan 2023 19:31:56 GMT

Have you tried the FTTP TEAM 08005874757 and see if they can help. If redirected to CS then hang up and try bit later

Re: FTTP installed today, solid amber light on SH2 no service

Tab2 — Wed, 25 Jan 2023 19:46:09 GMT

Operating lights on ONT are normal. Unfortunately was not an engineer but a 3rd party subcontractor BT hired. I've seen your post have you had any progress ? I don't think my issue will be the same as I got the upgrade to FTTP today and it hasn't worked at all

Re: FTTP installed today, solid amber light on SH2 no service

Tab2 — Wed, 25 Jan 2023 20:00:53 GMT

Re: FTTP installed today, solid amber light on SH2 no service

TEREU5 — Wed, 25 Jan 2023 20:05:52 GMT

No luck with mine, escalated to 3rd line and Adtran manufacturer ...

Try this Fault text message and see what it will say ....nothing will happen they will ran some tests their end and come back to you 🙂

Re: FTTP installed today, solid amber light on SH2 no service

Tab2 — Wed, 25 Jan 2023 21:33:33 GMT

Did they send you a mini hub a temporary stop gap at least ?

Re: FTTP installed today, solid amber light on SH2 no service

TEREU5 — Wed, 25 Jan 2023 21:47:17 GMT

yes they did but got 4Mb/s down and <1 up (if no on eelse using the connection) and it dropps sometimes.

Working from home not the easiest (with wife almost not possible 😛 when She has loads of video calls throughout the day) but at least i can view forum now 😆

Re: FTTP installed today, solid amber light on SH2 no service

Tab2 — Wed, 25 Jan 2023 22:01:25 GMT

@NeilO

Do you think could be similar to
https://community.bt.com/t5/BT-Fibre-broadband/FTTP-installation-in-the-morning-still-orange-in-the-evening/td-p/2238585/page/5

which i know you helped resolve and fix.

Re: FTTP installed today, solid amber light on SH2 no service

Tab2 — Wed, 25 Jan 2023 22:02:56 GMT

@TEREUS i hope it gets resolved soon for you. Please keep me updated if it does. Absolute nightmare situation. At this rate i should have just stuck with FTTC. It was stable and it worked, what a fool am i thinking an upgrade to FTTP would be an improvement

Re: FTTP installed today, solid amber light on SH2 no service

TEREU5 — Wed, 25 Jan 2023 22:06:56 GMT

Cheers. Yours will be ok too. Mine started with a glitch as well ...problem is you cant go back by connecting the router back yo phone as most of the cases they terminate(and physically disconnect if you used it only for bb) that line pretty quickly and efficiently

Re: FTTP installed today, solid amber light on SH2 no service

TEREU5 — Thu, 02 Feb 2023 13:12:15 GMT

Hello. Has your issue been resolved? I hope so!