This topic

Re: No connection, ONT lights all okay, solid orange light on hub

mearle73 — Tue, 11 Apr 2023 18:06:35 GMT

I've got the same problem as you Installed 24 march died 28 march, on my 4th Engineer This Tuesday, have tried 3 routers still the same, if they cant fix it on Tuesday they can have it back as not fit for purpose.

Re: No connection, ONT lights all okay, solid orange light on hub

mearle73 — Sun, 09 Apr 2023 11:47:44 GMT

Hi,Many thanks for the reply,it just gets frustrating i.e. they send a cube engineer who try's a different router,does not make a difference,he books open reach next day, they go through it with the guy at the other end of the phone,states I need a replacement router BT then send a router for a copper line,back on the phone then few days later get the right router still don't work,BT we will send another engineer,does not turn up,it really is like Fred Karnows Circus.

Re: No connection, ONT lights all okay, solid orange light on hub

mearle73 — Tue, 11 Apr 2023 16:55:44 GMT

My engineer never turned up,no surprise,managed to talk to a guy at BT FTTP,very very helpfull,he has booked another engineer for Friday,and going to give me a call back after the engineers visit,if nothing comes of that I will reply to the Mods offer of help on here.

Re: No connection, ONT lights all okay, solid orange light on hub

pippincp — Tue, 11 Apr 2023 17:43:21 GMT

As the mod team is small they can become very busy and may take a few days to reply to you.

I would recommend you take them up on the offer of help as you will join the queue now. All you need to do is report back here if your issue is resolved before they get back to you.

Re: No connection, ONT lights all okay, solid orange light on hub

DavidM — Tue, 11 Apr 2023 18:04:47 GMT

Thanks for the update @mearle73 .

Sorry the engineer didn't arrive. We're here to help if you need us.

Cheers

David

Re: No connection, ONT lights all okay, solid orange light on hub

mearle73 — Wed, 12 Apr 2023 04:55:57 GMT

Have now replied to mods for there help,think other wise I'm going round in circles.

Re: No connection, ONT lights all okay, solid orange light on hub

DavidM — Wed, 12 Apr 2023 07:16:53 GMT

Thanks for confirming that @mearle73 . I can see your message in our queue and we'll get to you soon.

Cheers

David

Re: No connection, ONT lights all okay, solid orange light on hub

mearle73 — Fri, 14 Apr 2023 11:50:08 GMT

You can not make this up,Engineer did not turn up again,thats 3 in a row no show,no fiber for nearly 3 weeks.

Re: No connection, ONT lights all okay, solid orange light on hub

DanielS — Fri, 14 Apr 2023 12:12:14 GMT

Hi @mearle73,

I am so sorry that the engineer didn't turn up. I was chatting @JohnC2 about this yesterday.

As a precaution, we booked an engineer directly with our suppliers to go out on Monday between 8am and 1pm.

This is a different kind of engineer than the ones that were being requested. If this doesn't suit you, please, let us know.

John is in the office tomorrow morning so I'll make him aware of what has happened.

Thank you
DanielS

Re: No connection, ONT lights all okay, solid orange light on hub

mearle73 — Fri, 14 Apr 2023 12:19:30 GMT

Many thanks,your a diamond.

Re: No connection, ONT lights all okay, solid orange light on hub

JohnC2 — Sat, 15 Apr 2023 07:06:50 GMT

Hi @mearle73 thanks for the update and Dan suggested to book this appointment for Monday and it could be cancelled if not needed. Sadly it is and I'm sorry the engineer didn't arrive yesterday. I'll take it the appointment for Monday is ok and I'll be in touch with you Monday evening.

Cheers
John

Re: No connection, ONT lights all okay, solid orange light on hub

mearle73 — Sat, 15 Apr 2023 07:19:31 GMT

Hi,Many thanks for all your help,Looking forward to Monday.

Re: No connection, ONT lights all okay, solid orange light on hub

mearle73 — Mon, 17 Apr 2023 15:06:23 GMT

Fully Fixed,some sort of config error,many many thanks for helping me with this,I was right up the creek before you guys steeped in.

Re: No connection, ONT lights all okay, solid orange light on hub

JohnC2 — Mon, 17 Apr 2023 15:09:24 GMT

Hi @mearle73, thanks for speaking with me earlier and I'm glad to know the engineer was able to contact their helpdesk to get the configuration issue resolved.

Cheers

John