This topic

FTTP - failed installation- left with no connection

Alid1610 — Fri, 05 Apr 2024 09:10:10 GMT

Good morning. We have had the most appalling service from BT this week. On Tuesday an engineer from Kelly Communications came to do our installation for FTTP. He left us with no working connection, told us we needed a new router as it would not connect to the ONT. in the meantime our previous connection was turned off. We tried the new router - made no difference and logged a fault with BT. We had an engineer booked for yesterday afternoon- no one came. When we spoke with BT last night they said the call was logged but not assigned to an engineer ! No one bothered to tell us that so we waited in for nothing. We now have a booking for Monday - leaving us with no internet and no working landline for another 3 days.The service we have received is not good enough for a company like BT

FTTP - failed installation

Alid1610 — Fri, 05 Apr 2024 09:07:35 GMT

Re: FTTP - failed installation

imjolly — Fri, 05 Apr 2024 10:14:18 GMT

did you get a SH2 from BT ?

what colour are lights on ONT

Re: FTTP - failed installation

Alid1610 — Fri, 05 Apr 2024 10:18:38 GMT

Lights are as per your picture

Re: FTTP - failed installation

imjolly — Fri, 05 Apr 2024 10:22:35 GMT

If you have the SH2 can you go to hub manager 192.168.1.254 into browser then advanced settings then technical log information and scroll down and check FTTP is shown 'on' is the ethernet cable from the ONT connected to ethernet ports 4 on SH2 marked WAN

Re: FTTP - failed installation

Alid1610 — Fri, 05 Apr 2024 10:26:33 GMT

Checked hub manager - FTTP is enabled.

Ethernet cable is correctly installed. Smart hub 2 has constant orange light

Tried a second brand new smart hub 2 - does the same thing

Re: FTTP - failed installation

licquorice — Fri, 05 Apr 2024 10:33:14 GMT

If the hub is orange, all physical connectivity is good. The problem is the service hasn't been correctly configured. Call the FTTP team 0800 587 4787, have the serial number of the ONT to hand.

Re: FTTP - failed installation

Alid1610 — Fri, 05 Apr 2024 12:12:33 GMT

Tried calling - you just get put through to general BT not FTTP.

Did get a call back from a helpful lady who checked things their end and double checked our setup. She said that we need an engineer that we thought was already booked for Monday but when she checked the system it hasn’t been confirmed so would not have been coming! Now waiting for a manually allocated appointment!

Been with BT for years and this is the worst service we have ever received! Would not recommend to anyone!

Re: FTTP - failed installation

licquorice — Fri, 05 Apr 2024 12:24:42 GMT

The FTTP number diverts to normal CS when busy. Try again later.

Re: FTTP - failed installation

Alid1610 — Fri, 05 Apr 2024 13:53:33 GMT

Will do

Re: FTTP - failed installation

tonysmini018 — Fri, 05 Apr 2024 13:57:43 GMT

It may need the profile stripping and rebuilding to activate the service. It does happen occasionally but it’s usually an easy fix once it’s verified.

as the post above said, retry the FTTP helpline number until you get the right team.

Re: FTTP - failed installation- left with no connection

36ULW — Sat, 06 Apr 2024 08:37:28 GMT

Sounds like a Profile Build Issue.

Could’ve easily been resolved by an Openreach Engineer calling the DCoE Helpdesk, that’s not someone you can call by the way.

Unfortunately for you, you ended up with a Kelly’s Hero. Poorly Trained, overworked and not willing or able to spend 15/20 minutes sorting it out.

Far easier to blame the Router and make a run for it.

We had these problems when Openreach started using them for Managed Installs when FTTC came out. History repeating itself.

Here’s how I feel about Kelly’s, Quinn’s, etc. I’ve worked in Telecoms all my adult life, it’s all I know. If push came to shove through I would literally rather stack shelves at Aldi than work for either Kelly’s or Quinn’s.

Good luck with the ridiculous and long winded Fault Reporting Process.

All you needed was just one competent Openreach Engineer and this would’ve been avoided. 😞

Re: FTTP - failed installation- left with no connection

Alid1610 — Sat, 06 Apr 2024 10:27:32 GMT

You are right about the installer - fresh out if training school, constantly on the phone to his manager and was here for well over 4 hours and Openreach had already run the cable from pole to outside our house!
As for reporting the fault - well they certainly make it difficult, engineer appointment booking system doesn’t work - they give you a date but the system doesn’t actually confirm and allocate to an engineer so no one turns up.
Doesn’t matter that they leave you with no working connection or landline! But apparently I am entitled to £9 per day compensation so that makes it alright!

Re: FTTP - failed installation- left with no connection

Alid1610 — Mon, 08 Apr 2024 12:17:58 GMT

Are there are mods on her who can help?

we have had no service since Tuesday following a failed FTTP installation. We have had 2 failed engineer appointments- no one came as the appointment system did not allocate to an engineer on both occasions.

Then we get a message saying the fault has been corrected - it absolutely has not been. We can’t talk to anyone who actually knows what they are doing - we have no appointment for anyone to come out - and we have no working connection or landline.

What do we need to do to get someone to accept responsibility and deal with this!?

Re: FTTP - failed installation- left with no connection

JohnC2 — Mon, 08 Apr 2024 13:56:45 GMT

Hi @Alid1610, sorry your installation hasn't been completed. I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to see what we can do to help.

Cheers

John