This topic

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

Ellmps — Thu, 13 Apr 2023 21:13:20 GMT

Hello.

I am having the exact same issue as this guy. I have an openreach engineer coming tomorrow morning, but I'm not expecting much. Any way you can help me?

Thanks

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

imjolly — Thu, 13 Apr 2023 21:18:16 GMT

I moved your post to start your own thread as the previous thread was marked as solved. Please update after engineer visit tomorrow

Have you tried speaking with the FTTP TEAM 08005874787

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

Ellmps — Thu, 13 Apr 2023 21:31:31 GMT

Tried speaking to the FTTP team but it put me straight through the BT Tech person we had only just got off the phone to (Couldn't solve the problem). My friend had the FTTP fitted in today as well, and originally he had the same issue as me. But a couple of hours later his was on. He said his engineer did speak to a technician on the phone and did some stuff remotely, which I'm guessing is what fixed it because my engineer didn't do that

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

imjolly — Thu, 13 Apr 2023 21:49:00 GMT

Sorry but when tried FTTP TEAM were you redirected to CS? It sounds like your connection has not been activated and the FTTP TEAM are the people to speak to. If you try phoning again but if get redirected because they are busy just hang up and try again

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

Ellmps — Thu, 13 Apr 2023 21:52:56 GMT

Will the engineer that is visiting tomorrow be able to do that?

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

imjolly — Fri, 14 Apr 2023 06:57:49 GMT

the openreach engineer will not be able to do activation probably need to phone FTTP TEAM

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

Ellmps — Fri, 14 Apr 2023 07:07:30 GMT

Do I need to ring them from landline? Because every time I ring them through mobile I go straight through to BT. Our landline is also down

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

Ellmps — Fri, 14 Apr 2023 08:26:53 GMT

Every time I phone then it says “Welcome to BT, please enter the phone number you’d like to talk about”

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

Ellmps — Fri, 14 Apr 2023 11:15:17 GMT

Update: Engineer was here for two hours, spoke on the phone to some technicians, turned it off and on a couple of times and the issue is still there. He says it’s a BT problem, BT say it’s an OpenReach problem.

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

Ellmps — Sat, 15 Apr 2023 15:59:14 GMT

Anyone got any fixes?

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

imjolly — Sat, 15 Apr 2023 16:29:49 GMT

Have you phoned the FTTP TEAM? If you do then ensure you have the serial number of the ONT 08005874787

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

Ellmps — Sat, 15 Apr 2023 17:18:22 GMT

I’ve been trying the FTTP team since Wednesday and every single time I get put straight to BT. Is that supposed to happen?

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

licquorice — Sat, 15 Apr 2023 17:27:33 GMT

The FTTP team IS BT

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

imjolly — Sat, 15 Apr 2023 17:45:51 GMT

If you get redirected to CS because Team are busy then just hang up and try later

Out of curiosity who did you think the FTTP TEAM were if not BT?

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

Ellmps — Sat, 15 Apr 2023 17:51:43 GMT

I understand that, but when I went through the options and finally got to speak to an advisor, the person on the phone was not FTTP

Why can't I get a hold of BT regarding my failed full fibre installation over a week ago?

Ellmps — Thu, 20 Apr 2023 14:30:03 GMT

12/04/23 - Engineer came to install full fibre. Didn't work, said we needed a new HUB. Ordered one

13/04/23 - New HUB arrived...didn't work.

15/04/23 - Engineer arrived from OpenReach, spent two hours in his van doing who knows what, said it was a BT problem, left...no internet for the weekend, great! Spoke to BT later that day, they said the red cable we have (had already been sent 2) was faulty and that was the issue.

19/04/23 - red cable arrives, as does a home tech expert (we wanted an OpenReach engineer), but he spoke to someone on the phone who did some tests...no fix.

20/04/23 - OpenReach engineer called Claire came, did a load of tests with people on the phone to confirm it was not an OR issue. This involved building the profile, activation of the ONT, checking the exchange, checking for configuration errors, contacting the DCoE team to strip and rebuild the fttp service remotely and checking for duplicate builds. None of these tests fixed the issue, so her and the people on the phone think BT have marked the order as complete without doing anything on their end. BT then said they would phone between 11 and 1, no phone call. They changed the slot to between 3 and 5 but the account holder (my mother) is going to be busy.

Also found out today that a lot of people in my town are having the exact same issue, so surely someone knows something?

Re: Why can't I get a hold of BT regarding my failed full fibre installation over a week ago?

Ellmps — Thu, 20 Apr 2023 14:31:38 GMT

Also like to add that all 3 green lights on the ONT are on, but the HUB is orange

Re: Why can't I get a hold of BT regarding my failed full fibre installation over a week ago?

RobbieMac — Thu, 20 Apr 2023 14:47:13 GMT

Hi @Ellmps

Thank you for posting back!

I am so sorry for the delay with your Full Fibre activation. I have our network specialists investigating why this is happening and I will have an update for you when I receive word back.

I'll continue to manage your complaint from here and I'll stay with you until you're happy everything is up and running.

Thanks,

Robbie

Re: Why can't I get a hold of BT regarding my failed full fibre installation over a week ago?

Ellmps — Thu, 20 Apr 2023 14:54:12 GMT

Hi @RobbieMac,

Thank you for getting back to me. The engineer said that BT have potentially messed up the order or said it was complete too early which is causing the issue. She said that she had her team in direct team with BT wholesale to explain what they assume the issue is. We were given a reference number of the fault

Thanks,

Ellis

Re: Why can't I get a hold of BT regarding my failed full fibre installation over a week ago?

lukenukem — Thu, 20 Apr 2023 18:23:41 GMT

Looks like I’m having the exact same issue. It’s been 7 days since FTTP was installed and not had any service since. Just the solid orange light. They keep sending BT and OpenReach engineers who just scratch their heads and point to each other.

Did you have any luck with the FTTP Team? I’ve also heard that the BT Wholesale team can hold the key?