This topic

Fiber to premises fault

JakeG — Sat, 27 Apr 2024 21:44:11 GMT

Hi there

Hoping you can help here after, having no luck with phonecalls and engineer visits.

3 houses on my road, mine included, have lost our Internet signal . We are all fiber to premises customers and all lost our service on Thursday morning.

We've been through all the standard procedures and had both bt and open reach engineers out.

The engineers have been unable to fix the issue and the open reach guy said the issue would be flagged for open reach to fix within 24 hours. This has gone and gone with my neighbors fault now flagged as fixed without the issue actually being resolved .

We really need someone on the open reach side to get the fault resolved for the three affected houses ( my engineer today felt it was likely an issue with something being changed over somewhere and our connections now pointing to the wrong server or something).

BT gave me an open reach number to call but it turned out to just be the damage reporting line and they insisted that they could not work directly with me and that BT had to deal with them directly (at odds with what BT told me on the phone).

We are at our wits end here and feel stuck in a computer says no loop. Would really appreciate it if someone at BT could take ownership of the issue for us and resolve it. We have more engineer bookings in place but no real hope that they will be able to do anything when the first ones have not been able to.

Thanks

Jake

Re: Fiber to premises fault

tonysmini018 — Sat, 27 Apr 2024 21:53:48 GMT

What lights on the Ont are lit up/flashing?

Re: Fiber to premises fault

JakeG — Sat, 27 Apr 2024 21:57:02 GMT

Tel 1 no light

Port

1 on mostly with intermittent flash

Los no light

Pon solid light

Power solid light

Re: Fiber to premises fault

tonysmini018 — Sat, 27 Apr 2024 22:08:12 GMT

That’s as it should be then, what about the router?

Re: Fiber to premises fault

JakeG — Sat, 27 Apr 2024 22:10:48 GMT

Solid orange light

Re: Fiber to premises fault

chrisjp — Sat, 27 Apr 2024 22:18:24 GMT

It would have been an extraordinary coincidence for 3 routers, each in a different houses, to all go down at the same time. This has to be an issue with the fibre optic cable or its connections.
Why do BT flag issues as resolved when they're clearly not? It seems like they routinely do this at the end of each working day, regardless of whether the issues have actually been fixed.

Re: Fiber to premises fault

JakeG — Sat, 27 Apr 2024 22:21:34 GMT

Yes frustrating, trying to actually speak to anyone that can get this resolved is proving impossible so far. Does this forum provide access to anyone that can get it resolved for us?

Re: Fiber to premises fault

tonysmini018 — Sat, 27 Apr 2024 22:57:41 GMT

Solid PON light means the Openreach connections are okay. If they tried a profile rebuild and that failed then it’s back to the provider to deal with.

It could be a result from a firmware update with the ONT that’s not gone right (a pin reset on the ONT or an ONT may fix that) or possibly a CP link that has gone down that will need looking in to by the correct team.

Re: Fiber to premises fault

JakeG — Sat, 27 Apr 2024 23:04:55 GMT

The open reach engineer that came out to my friends house mentioned CP. They said it would be chased up and fixed within 24 hours. His case with BT is now marked fixed despite the fact that still nothing is working for any of the 3 affected houses.

Is there any way I can get to speak to whomever might be able to fix the fault for us- when I talk to the BT call centers I just get scripted style responses that get us no closer to a fix. They are helpful but don't seem to have any power to achieve a fix.

Re: Fiber to premises fault

iniltous — Sun, 28 Apr 2024 08:17:49 GMT

CP = communication provider , so presumably BT in this case , assuming the OP is correct in stating that the 3 affected are all BT Consumer customers, and their are some neighbours that are on the same PON but using other CP’s ( like Sky , Vodafone etc ) that are still working …..a ‘cable link’ or the equipment on the backhaul ( where the Openreach infrastructure interfaces with the CP infrastructure ) may well be the culprit, other CP’s cable links are not the same as BT’s cable links that may explain only BT customers being affected , as stated the Openreach ‘network’ side seems to be OK judging by the solid PON light on the customers ONT

Re: Fiber to premises fault

JakeG — Sun, 28 Apr 2024 08:39:26 GMT

Thank you. So in terns of getting this fixed what do I do. We've already had one open reach engineer out without a solution and BT's phone operators have no power at all: as far as they are concerned I have to jump through the hoop of awaiting my own open reach engineer on Tuesday as they are not willing / able to look at the situation holistically across the multiple affected houses.

Re: Fiber to premises fault

tonysmini018 — Sun, 28 Apr 2024 09:01:51 GMT

Each fault will be dealt with separately until such time as a common connection can be found.
Let your engineer do their investigations, and make their calls. If it is the CP link, then you should find that they are already aware due to your neighbours fault report and have a plan in place to fix it.

Re: Fiber to premises fault

iniltous — Sun, 28 Apr 2024 09:24:14 GMT

Unfortunately it’s a question that’s difficult if not impossible for anyone outside that particular function with either BT or Openreach to answer , it seems odd to me , especially with faults , that the first point of of reference is always Openreach , even with faults that with the most basic first level diagnosis, indicates that the problem is almost certainly nothing to do with OR , but OR are tasked to check anyway, and they waste their own time and add delay by making an unnecessary visit ,( although your case isn’t the baser example of this ) in many cases simply to pass the fault onto the appropriate group or maybe even a separate company , that probably should have been the initial response by the CP .

I don’t it unreasonable in these cases for OR to close the fault , if it’s not a fault on the OR side , but on the CP side it should remain open , just moved to the correct location, this may well be the case here , OR have closed the fault as it’s not an OR issue , but another group still have the report as ongoing, hopefully its not the case that OR closing the fault , means the CP thinks the issue is resolved, that would needs someone intimately involved in process to comment.

IMHO, it’s Ofcom are responsible for the somewhat ridiculous way the various elements involved have to communicate with each other , so as Openreach are not seem to have any special relationship with any particular CP .
All you can do ( I suspect ) is to try and get confirmation that the fault is still active and being dealt with .

Re: Fiber to premises fault

JakeG — Sun, 28 Apr 2024 10:47:44 GMT

Thanks very much for the advice both of you

Re: Fiber to premises fault

36ULW — Sun, 28 Apr 2024 11:00:54 GMT

Doubt it’s the Fibre Cable if all 3 Subs have a Solid PON with a Good Light Loss.

As they’ve got no Authentication I’d imagine it’s either a Fault with the CP Hydra Link to Openreaches Head End or something wrong with the CP Backhaul Equipment.

If Openreach prove either to be Faulty it’s up to the CP to fix that as it forms part of the Backhaul Network, which Openreach don’t Maintain.

The CP in Openreaches case would be BT Wholesale.

Re: Fiber to premises fault

chrisjp — Sun, 28 Apr 2024 11:27:35 GMT

This is all interesting sruff and demonstrates the complexity of fault-finding, and the OFCOM rules that make relations between BT and Openreach difficult.
But, customers have a contract with their communication provider (in this case BT retail) to provide them with a broadband and telephone service. When customers report that their service is not working, the best practice would be for BT to assign an agent to "own" the issue until the customer reports it is solved. The agent should have the power to pursue the appropriate people in BT and Openreach to get the issue resolved and should not close the issue until it is resolved. The customer should not be fobbed off with the buck-passing that currently seems to go on and seems to cause so much delay in fixing faults.

Re: Fiber to premises fault

36ULW — Sun, 28 Apr 2024 11:35:03 GMT

My comment wasn’t anything to do with who the OP needed to speak to and or who to chase ref to the fault.

I was merely pointing out your inaccurate fault diagnosis;

Quote ‘This has to be an issue with the fibre optic cable or its connections.’

From my experiences working with Fibre Optic Networks, specifically Openreaches I don’t believe a faulty Fibre Optic Cable and or a Bad Splice or Bad SC to SC Connection would cause an Authentication Issue on the Router.

Re: Fiber to premises fault

JakeG — Sun, 28 Apr 2024 20:21:38 GMT

Thanks for your input. I will run this all by the engineer when he comes if he can't sort the issue.

Re: Fiber to premises fault

tonysmini018 — Sun, 28 Apr 2024 22:10:40 GMT

Ask if they can get someone to look at the whole PON for alarms, there is a chance it could be a faulty/rogue ONT causing weird issues, it has been seen a few times and causes odd problems on other customers circuits.