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Full Fibre - No Connection since install

christopher4mitchell — Mon, 14 Aug 2023 20:46:23 GMT

My house has previously had BT full fibre, working fine.

I've just re-contracted. Since then the hub has had a solid orange light. The ONT has green lights.

I've contacted BT and had a visit from an engineer- he didn't know what the issue was.

I keep getting texts / emails from BT saying the line should be working now or the fault is fixed but it is not- very frustrating.

I've told them that they need to speak with the Technical team as I think there is a setting their side to sort- I think I had a similar issue to this effect years back. But nothing is happening. I've tried to ring the Technical number but every time I get the automated customer service message.

Is anyone able to help me on this? thanks in advance.

Re: Full Fibre - No Connection since install

36ULW — Mon, 14 Aug 2023 21:09:31 GMT

Was the Engineer from Qube or Openreach?

If it was Qube you might as well have had a Painter and Decorator round to look at it.

If it was Openreach he/she should’ve checked the ONT Matches up on the Routing Records.

If it does then they should’ve called their Helpdesk, who would’ve checked the Profile Build. If that’s correct then they can Simulate a PPPoE to prove if the faults on the Openreach Network or the BT Backhaul Network.

Re: Full Fibre - No Connection since install

NeilO — Tue, 15 Aug 2023 09:43:53 GMT

Hi @christopher4mitchell Thanks for posting and welcome to the community, I'm sorry you're experiencing a fault with your full fibre broadband after re-contracting. As the lights on the ONT are green and the Hub is orange it sounds like it could be a network build issue.

I'll send you a private message so you can get in touch with the moderation team and we'll be happy to raise this with Openreach.

Thanks

Neil