This topic

FTTP installed this morning, still "No service"

aagreen — Wed, 14 Feb 2024 17:25:00 GMT

Hi,

We had FTTP installed at around 10AM this morning. The engineer seemed slightly surprised that the Smart Hub wasn't connecting yet but said that because the lights on the ONT were all green (except for LOS) the internet should come up within 15 minutes or so, and voice sometime later in the day, and then he left.

About 3 hours later the Smart Hub was still orange (192.168.1.254 status page says "No service", External (FTTX), WAN link speed: 1000 Mbps) so I contacted support to ask if that was expected. First person had me factory reset the hub, toggle FTPP mode, try connecting to the phone line (it's offline), etc., didn't help. Got transferred to someone else and they just told me that the order was still open and that it should be online by the end of the day.

Since then I've had a text and an email, one saying that the internet should now be live and the other saying voice should be live, and the order is now closed on My BT, but it's now the evening and the hub is still glowing orange and saying "No service".

Just want to know if it's still expected that the connection will come live by the end of the day or if there's something wrong here. I don't mind waiting for a bit longer but I work from home and would very much like to minimise the downtime since I'm having to burn through my phone data.

Thanks

Re: FTTP installed this morning, still "No service"

Keith_Beddoe — Wed, 14 Feb 2024 17:31:33 GMT

@aagreen

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Try calling 0330 1234 150

Re: FTTP installed this morning, still "No service"

aagreen — Wed, 14 Feb 2024 17:40:34 GMT

I'm aware of that, but I found posts describing what sounds like the same issue and in those cases a moderator managed to fix it. I just wanted to know whether it's normal for it to take this long, before I hassle support again, and I'm guessing this is something other users might know?

Re: FTTP installed this morning, still "No service"

Anonymous — Wed, 14 Feb 2024 17:50:21 GMT

Might be worth setting up a direct PPPoE ethernet connection to the ONT just to rule out a faulty SH2.

If that also fails try the FTTP team & check the serial number of the ONT matches their records.

0800 587 4787

Re: FTTP installed this morning, still "No service"

imjolly — Wed, 14 Feb 2024 17:53:22 GMT

As @Anonymous suggested try FTTP TEAM 08005874787. If redirected to CS any up and try again

Re: FTTP installed this morning, still "No service"

aagreen — Wed, 14 Feb 2024 18:40:47 GMT

Already tried another router and that couldn't connect either.

How long should I be waiting for after hanging up? Tried calling that number 15 times and so far I'm just getting the "Welcome to BT" bot. I'm guessing I'm supposed to get straight through to someone when it works? What time do they close?

Re: FTTP installed this morning, still "No service"

-Richie- — Wed, 14 Feb 2024 19:08:50 GMT

@aagreenwrote:
What time do they close?

Weekdays 9pm, weekends 8pm

Re: FTTP installed this morning, still "No service"

pippincp — Wed, 14 Feb 2024 19:30:22 GMT

I wouldn't be looking at the time they close but the time they open for the best chance of getting through 08.00.

Have you tried a direct connection yet to the ONT ruling out the Hub. Even if the mods get involved it will be a couple of days to get back to you as they are a small team and take all enquiries in order of reciept.

It is always possible you may find it up and running by midnight (though doubtful).

Re: FTTP installed this morning, still "No service"

aagreen — Wed, 14 Feb 2024 19:37:26 GMT

Yes I tried a previous router (EdgeRouter Lite). Didn't work either.

Been trying to get through for almost an hour now. Just to clarify, if I get the "Welcome to BT" message that means I haven't got through, right? Or do I have to put my number in to find out.

Re: FTTP installed this morning, still "No service"

chrisjp — Wed, 14 Feb 2024 20:29:03 GMT

Why oh why do Openreach engineers leave a non-functioning broadband connection just hoping that it'll magically start functioning later on?
This seems to happen quite frequently.
With home installations of other equipment the expectation is that the installing engineer won't leave the premises until the kit is working or, at the very least, he'll arrange and confirm a return visit to fix it.
If you had a heating engineer install a new gas boiler, you wouldn't expect him to not get it working, and then leave the premises with the statement "it'll probably start working a bit later on" would you?

Re: FTTP installed this morning, still "No service"

pippincp — Wed, 14 Feb 2024 21:26:50 GMT

Using another router is not attempting a direct connection to the ONT with a laptop/PC.

Re: FTTP installed this morning, still "No service"

aagreen — Wed, 14 Feb 2024 21:42:44 GMT

Fair enough. Just tried it (Dial up wizard > Connect to the internet > PPPoE > bthomehub@btbroadband.com). Connection failed with error 651.

Re: FTTP installed this morning, still "No service"

nickmorc — Thu, 15 Feb 2024 10:00:10 GMT

You would have thought the Openreach guy would have waited until it was all working. Just ditched BT in favour of Trooli who were able to supply full fibre to premises. The installer, waited until everything was working and even set up the extender in another part of the house.

Re: FTTP installed this morning, still "No service"

WalkerBoh — Thu, 15 Feb 2024 11:00:14 GMT

You can use any router on these lines but you would lose your voice if only used that router and EE support until switched back.

Uses PPPoE with credentials you have so as you have already tried and still does not work means unfortunately sticking with the initial filtering support until the put you through to someone who can help. Usually if it is an NTU fault openreach can remotely see that (i.e. they can't get to it) also once EE request, they should also be able to see if any device connected to the modem

Sorry possible does not help but FTTP once working is great

Re: FTTP installed this morning, still "No service"

pippincp — Thu, 15 Feb 2024 18:12:06 GMT

@WalkerBoh What the hell are you trying to say? You keep mentioning EE yet the poster ATM is a BT customer.

We all know all BT residential services will eventually be transferred to EE but it hasn!t happened yet. The OP has confirmed he has followed basic diagnostics to show non-connectivity which needs looking into. Perhaps a mod may get inolved.

Re: FTTP installed this morning, still "No service"

pippincp — Thu, 15 Feb 2024 18:19:52 GMT

@nickmorcwrote:
You would have thought the Openreach guy would have waited until it was all working. Just ditched BT in favour of Trooli who were able to supply full fibre to premises. The installer, waited until everything was working and even set up the extender in another part of the house.

In the past that was the case as Openreach did the install. When contractors became involved they are only worried about getting the install done and on to the next job. Spend too much time with the customer, less earnings.

Re: FTTP installed this morning, still "No service"

PaddyB — Thu, 15 Feb 2024 19:51:35 GMT

Hi @aagreen,

Thank you for posting. I'm sorry the activating of your service hasn't gone as smoothly as expected. Did you give the Fibre team a call as suggested?

If you like I can take a look at what's happening with your service. I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: FTTP installed this morning, still "No service"

WalkerBoh — Thu, 15 Feb 2024 20:20:30 GMT

My apologies for speaking and trying to help yes my mistake said EE instead of BT short of what I said is still the same should speak to BT in this case who will speak to openreach if needed

Re: FTTP installed this morning, still "No service"

pippincp — Thu, 15 Feb 2024 20:16:52 GMT

@WalkerBohwrote:
My apologies for speaking and trying to help yes my mistake said EE instead of BT short of what I said is still the same should speak to them who will speak to openreach if needed
I can guarantee neither you nor any other BT customer will be able to get EE to intervene for a BT customer.

Re: FTTP installed this morning, still "No service"

aagreen — Thu, 15 Feb 2024 23:19:55 GMT

Hi @PaddyB.

I tried calling the FTTP number dozens of times over the course of several hours and couldn't ever get through, so I talked to the live chat people who told me to call the order team, who noticed that the order was still open on their end despite all the tasks being completed, so they closed the order, had me power cycle and reconnect everything. Nothing worked so they've booked an engineer to come tomorrow. Hopefully they can get it sorted quickly.

Thanks