This topic

FTTP not working since switching.

JamesJ98 — Fri, 05 May 2023 07:31:06 GMT

Hi all,

Finally got my chance to switch to FTTP on Wednesday, however I've had issues since. Openreach are saying all is done on their end, BT are saying additional equipment is needed but swiftly apologised when the engineer corrected them. Openreach have rebuilt the circuit and are only seeing one way traffic.

I have three lights on the ONT - LAN, PON & Power. All steady. Up until 0630 this morning my DSL line was still active. I have FTTP enabled on the router, and have done factory resets. The router shows solid orange.

I have also tried connecting directly to my pc using PPPOE and I get an error code "651" otherwise I've looked at other posts here and I don't know what else to try. Is it a case that I'll need a new router?

Re: FTTP not working since switching.

licquorice — Fri, 05 May 2023 07:40:01 GMT

No, the circuit hasn't been built correctly, you need to get back to BT and get them to sort it.

Try the FTTP team number 0800 587 4787

Re: FTTP not working since switching.

JamesJ98 — Fri, 05 May 2023 07:47:12 GMT

Hi,

Openreach have already done this and are saying the circuit is fine. I dont know what else I can do. It was suggested yesterday when the engineer came back to my house that BT hadn't activated my services. Which I believe they now have as it is showing on my account and the DSL went down this morning.

Failing any useful information from the FTTP team, is there anything else you could think of?

Thanks

Re: FTTP not working since switching.

JamesJ98 — Fri, 05 May 2023 07:49:57 GMT

Just to add, I tried calling the FTTP number - however, I should mention that the only hope I have of making a call in my house is when connected to WiFi calling which isn't going to happen. My phone signal is very poor with EE.... but it's the best of the heap in my area.

Re: FTTP not working since switching.

licquorice — Fri, 05 May 2023 07:49:59 GMT

There is nothing you can do personally, the problem lies squarely with BT despite their denial. Be insistent with them.

Post back if you can't get any sense from them.

Re: FTTP not working since switching.

JamesJ98 — Fri, 05 May 2023 07:50:33 GMT

I will keep you updated. 🙂

Re: FTTP not working since switching.

JamesJ98 — Fri, 05 May 2023 08:25:06 GMT

BT are now saying there is no issues on their end and they've booked another engineer for Tuesday, despite the original engineer still having the job. (He's been cc'd in emails from his higher ups etc)

They're also sending a new FTTP hub out just to be sure.

Seems like I'm going in circles 😅

Re: FTTP not working since switching.

licquorice — Fri, 05 May 2023 09:51:34 GMT

It's not the hub as your laptop doesn't work with a direct connection either. I'll alert the mods to see if they can help.

Re: FTTP not working since switching.

StuartH — Fri, 05 May 2023 10:25:06 GMT

Hi @JamesJ98

Thanks for posting sorry you're experiencing these connection issues since switching.

I've sent you a private message asking for some more details. It might be a few days before we get back to you but we'll own to resolution.

Thanks

Stuart

Re: FTTP not working since switching.

JamesJ98 — Fri, 05 May 2023 10:45:34 GMT

I appreciate it ^ though, just had a call back from a manager saying there's nothing he can do. Won't even give me a mobile connection until Tuesday because of the bank holiday weekend. Bt have cost me £400+ in wages because of this. Will likely be around 800 by the time Tuesday comes. jokers 😳

Re: FTTP not working since switching.

licquorice — Fri, 05 May 2023 10:47:14 GMT

Just contact the mods as offered, they will sort it.

Re: FTTP not working since switching.

Keith_Beddoe — Fri, 05 May 2023 11:23:29 GMT

@JamesJ98

I assume this is not a business broadband connection, as you mentioned lost income?

Re: FTTP not working since switching.

JamesJ98 — Fri, 05 May 2023 11:31:25 GMT

No - more having to take unpaid days off work for engineer appointments across two days.

Let alone as mentioned earlier, telephone signal In my area is poor, so having some form of connection is a necessity to make calls.

Also I have messages the mods but awaiting a response.

Re: FTTP not working since switching.

Keith_Beddoe — Fri, 05 May 2023 11:53:22 GMT

Understood. There is automatic compensation, but its not going to cover that amount.

https://www.bt.com/help/account-and-billing/automatic-compensation

The mods are only a small team, so you may not get a reply until next week.

Re: FTTP not working since switching.

JamesJ98 — Fri, 05 May 2023 13:39:41 GMT

Yeah, bit of a pickle really. By the time they get back to me one of the managers will be calling me back. But I fear it's not going to be a favourable response either way....

If it were on the other hand and I cost them £400+ they'd be on my case to be repaying it. Shame they won't have that level (or even a remotely more than £5 a day) of accountability. Especially in this day and age. £45 a month for this service is abysmal.

Had issues installing my DSL services too and they didn't even give me the £5 then.

I really don't hold out hope at this point.

Re: FTTP not working since switching.

JamesJ98 — Tue, 09 May 2023 12:01:29 GMT

QubeGB arrived today and confirmed what I already knew, openreach already knew but BT refused to accept.

It's not an issue with my property. Another £170 wasted today by not going into work for a pointless visit.

They now want to book another appointment with openreach. I am honestly fuming. BT have to be THE WORST company I have ever dealt with when it comes to going around in circles, lies and refusal to accept any issues. Why send out a third party company who doesn't know how to fix it.

Re: FTTP not working since switching.

RobbieMac — Tue, 09 May 2023 13:28:23 GMT

Hi @JamesJ98

Thanks for posting back!

I am sorry for all the problems with your Full Fibre order. Our offer of help remains open. 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 not working since switching.

JamesJ98 — Tue, 09 May 2023 13:36:20 GMT

@RobbieMac I did reply to the original DM, so I did *try* to take your offer to help the same day - but no response. I've been non-stop communicating with BT, managers and engineers. Awaiting a call back tonight, but it's just a farce at this point. When I called today they couldn't even see the openreach engineeer that the wube engineer booked for tomorrow w/ you.

No one knows what's going on, no one is actually helping. Even the guy I spoke to on the phone agreed that this is farcical, and agreed this shouldn't have gone on this long. He even agreed that Qube shouldn't have been sent as it is obvious there is no issue with my property/equipment.

Lack of communication, possibly training and a company that really has no organisation.

Re: FTTP not working since switching.

JamesJ98 — Tue, 09 May 2023 13:41:05 GMT

To add - I wouldn't be so angry if I didn't have a disabled partner at home with a 11 week old baby, of which I have no form of Comms w/ throughout the day (in case of emergencies, especially) because of the lack of connection, and (poor enough) cellular signal - although I recognise the phone signal is a different issue.

That being said - I'm only able to make/receive calls in my home when connected to WiFi calling. So none of what I've faced over the past 7 days and counting is good enough.

Re: FTTP not working since switching.

RobbieMac — Tue, 09 May 2023 13:54:07 GMT

I agree @JamesJ98

It's nowhere near good enough. I am genuinely sorry for all the problems with your order.

I'm not sure what happened your message, previously. Please reply to the message I sent you and we will pick up and manage everything until you're up and running.

Thanks,

Robbie