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Failed install over 6 weeks ago

kbeaumont — Tue, 17 Sep 2024 14:38:35 GMT

Hey folks,

Help! I have an ongoing, hilarious failed install.

It was a simple BT ADSL swap to BT Fibre 900, but it has gone wrong.

The ONT was installed fine, it has three steady green lights, and appears to work.

The SmartHub2 does not. It is solid orange. On the admin interface, it shows status "NO SERVICE". In the debug logs, it shows "PPP: Sending PADI" constantly.

It has never worked.

Since install, at the very beginning of August, I've had two Qube engineers and two Openreach engineers - both blame the other side. The ONT has been swapped, and the SmartHub 2 swapped twice.

The latest engineer to arrive claimed the BT account needed closing (?!) and then reopening after 30 days.

I tried emailing the CEO email address twice, but nobody responded. It has been open as a complaint all this time.

Essentially nobody knows what to do. Does anybody know anybody at BT or Openreach who could please try to troubleshoot?

I'm at the point where I think I need to try to fully exit the contract as I'm paying for no service at all.

Re: Failed install over 6 weeks ago

licquorice — Tue, 17 Sep 2024 14:49:01 GMT

If you have an Orange light on the hub with a steady green pon light on the ONT, the problem lies squarely with BT. The service has not been activated correctly.

Re: Failed install over 6 weeks ago

kbeaumont — Tue, 17 Sep 2024 14:51:48 GMT

The problem is BT don't agree - on the phone and with engineers, they say it is activated fine. So they just send Openreach... who say the problem lays with BT.

Re: Failed install over 6 weeks ago

licquorice — Tue, 17 Sep 2024 14:55:05 GMT

Call again and have the serial number of the ONT to hand. Whatever they say, the problem is the service hasn't been activated correctly. The PPPoE session is not authenticating.

Re: Failed install over 6 weeks ago

kbeaumont — Tue, 17 Sep 2024 14:57:35 GMT

I've tried that many times XD

The even had Openreach swap the ONT, and the serial number matches again.

The latest idea from BT is I need to close the account and open a new one, but... like... surely somebody at BT knows how to deal with this one? Somewhere? Anywhere?

Re: Failed install over 6 weeks ago

36ULW — Tue, 17 Sep 2024 19:04:49 GMT

When one of the Openreach Engineers visited I assume they contacted their DCoE Helpdesk.

When they did do you know if the DCoE did a test to Emulate a PPPoE Session on the Head End?

If they did and it was successful 100% the issue will be at BT’s end.

Re: Failed install over 6 weeks ago

kbeaumont — Tue, 17 Sep 2024 19:17:17 GMT

I don’t know what tests they did, but last time they visited they claimed it wasn’t their end. I did see the PON light flashing while they visited, while they were on the phone doing tests. It’s been consistently on since they left (several weeks ago).

I’m just going around and around in circles now.

BT basically told me to disconnect and rebook as a new customer (takes up to 30 days apparently) which seems.. insane. They claim everything is fully activated their end (but they too cannot see the Smarthub).

The problem for me customer wise is every time I phone up or get an engineer, they spend at max about 15 mins on it before moving to the next job. So they just book Openreach, a new Smarthub etc and leave. I’m on first name terms with the Openreach guy and have a graveyard of Smarthubs now. All I wanted was broadband.

Re: Failed install over 6 weeks ago

36ULW — Tue, 17 Sep 2024 20:12:11 GMT

When they Emulate a PPPoE Session the Hub will turn Blue.

Re: Failed install over 6 weeks ago

kbeaumont — Tue, 17 Sep 2024 20:19:10 GMT

It did indeed turn blue.

Unfortunately, BT won’t take any ownership of it. Unless we know somebody here who works for BT.

Re: Failed install over 6 weeks ago

36ULW — Wed, 18 Sep 2024 06:44:38 GMT

OK, sounds to be like they have done the Remote Emulation Test on the Head End.

That pretty much proves 100% the fault is at BT’s end and anymore Openreach Engineer visits will be a waste of both yours, and their time.

Re: Failed install over 6 weeks ago

Christopher_G — Wed, 18 Sep 2024 12:33:41 GMT

Hi @kbeaumont

I suggest speaking with our Customer Care team again so that they can look into it further. Since you've spoken a couple of times already about this, you could ask them to open a complaint on your account, if it hasn't already been done.

The case should then be handled until you get a resolution. Please keep us posted on what happens.
Chris

Re: Failed install over 6 weeks ago

kbeaumont — Wed, 18 Sep 2024 12:59:17 GMT

I’ve had a complaint open since install, but approaching 7 weeks in it’s still open.. and just bouncing between Qube engineers and Openreach engineers, each who have closed the ticket saying fixed (when it hasn’t been).

Apparently there’s no form of escalation process, so I just keep paying the Direct Debit like it’s a GoFundMe 😅

Re: Failed install over 6 weeks ago

kbeaumont — Fri, 20 Sep 2024 21:26:03 GMT

In case anybody is wondering, haven't heard back about the complaint, had no text or email messages, and the CEO of BT didn't reply to two emails. 😄

Re: Failed install over 6 weeks ago

36ULW — Fri, 20 Sep 2024 21:53:19 GMT

They never do, not personally anyway.

E-Mails to the CEO of the BT Group or its Subsidiary Companies are normally monitored by other people and E-Mails like that are then usually forwarded to the Director for the Region you live in.

The Director will then usually pass it down to the chain to the General Manager who in turn will pass it down to a Senior Operations Manager and then him/her down to the Local Patch Manager and they’ll probably fob it off onto one of their Patch Leads, aka a Glorified Engineer who have already been to your house half a dozen times to tell you it’s a BT Issue and not an Openreach one.

Re: Failed install over 6 weeks ago

chrisjp — Fri, 20 Sep 2024 22:21:07 GMT

Have the Moderators' role now changed?
Up to recently, a case like this would result in a Moderator engaging with the customer via private messaging to sort the matter out. I've noticed recently that the Moderators now just advise the customer to engage with the Customer Care team or initiate a Complaints process - often when they've already done these things without success.

Re: Failed install over 6 weeks ago

pippincp — Fri, 20 Sep 2024 23:18:39 GMT

AFAIK the moderators here cannot take on FTTP issues even though I suggested it several years ago when I was a CL. They don't have the training.

Re: Failed install over 6 weeks ago

Leanne_T — Sat, 21 Sep 2024 07:23:07 GMT

Hi @chrisjp

Thanks for asking, we no longer have account access to look into individual queries and our technical support team over the phone or by chat will help any customers needing account support.

@kbeaumont once the complaints team have looked into your query they will be in touch, if you would like this looked into sooner please get back in touch with our technical support team.

Leanne.

Re: Failed install over 6 weeks ago

36ULW — Sat, 21 Sep 2024 08:01:20 GMT

Weren’t the Moderators based in the Enniskillen Contact Centre, which I’m sure closed down?

Re: Failed install over 6 weeks ago

ArtyVark — Sat, 21 Sep 2024 16:11:10 GMT

I noticed some of the moderators are on EE Community now.

Re: Failed install over 6 weeks ago

kbeaumont — Mon, 23 Sep 2024 18:01:45 GMT

They (anybody at BT) haven't replied to either email, one almost two months ago, one last week - no calls, no emails, no visits, anything. Nobody has even followed up on the complaint, after promising to call me back.