This topic

Fibre optic help

robinhood1 — Sat, 27 May 2023 21:29:23 GMT

Since my new line for fibre optic was installed, I've had no connection wahtsoever. I phone BT and they say they will arrange for a pole engineer to visit, because this is where the problem is. After umpteen calls and promises, no one arrives, open reach keep cancelling and say I've cancelled it...They've extended the time I can cancel my contract without any cost, so it doesn't look likely that my problem will be sorted and the only other company I can go to, is Virgin.

Re: Fibre optic help

imjolly — Sat, 27 May 2023 21:38:27 GMT

What lights and colour are showing on the ONT?

What colour is light on hub? Is ethernet cable from ONT connected to ethernet 4 on hub?

If you go to hub manager then advanced setting then technical log information if FTTP set to on?

Re: Fibre optic help

pippincp — Sat, 27 May 2023 21:39:50 GMT

Give the FTTP team a ring 0800 587 4787 . If you get normal CS hang up and try again.

Re: Fibre optic help

robinhood1 — Sat, 27 May 2023 22:08:47 GMT

Three green lights and the hub is orange since they installed the fibre optic two weeks ago.

Re: Fibre optic help

robinhood1 — Sat, 27 May 2023 22:14:27 GMT

The other problem is, open reach keep wanting to send an internal engineer out. I've already had two and explained that I was told the problem was at the pole and not internal.

Re: Fibre optic help

Keith_Beddoe — Sun, 28 May 2023 05:24:06 GMT

That looks like an authentication issue where the account details do not match the serial number of the ONT.

There seems to be quite a few of these recently.

Re: Fibre optic help

robinhood1 — Sun, 28 May 2023 10:47:04 GMT

When I phone up no one seems to know. All they want me to do is reset the router or tell em which lights are on. I go through the same thing every time, it's like deja vu every phone call. They say it's authenticated, but I don't believe them.

Re: Fibre optic help

iniltous — Sun, 28 May 2023 11:07:00 GMT

Although you have probably already checked , is the ONT and SH2 are connected with the Ethernet cable in the last LAN port on the router , and in the router settings ‘Full Fibre Mode’ is selected to turn the LAN port into a WAN port, and a second Ethernet cable tried , to rule out the cable as faulty ?

To a certain extent, if the PON light on the ONT is steady green , then there is no physical problem , at the pole or anywhere else, the ONT is receiving an optical signal from an OLT (headend) but for whatever reason your ONT isn’t accepted as a valid ‘member’ on that particular optical ‘network’ , this is usually something like the wrong ONT serial number has been entered, so there is a mismatch between the serial number the OLT is expecting and the actual serial number of your ONT , but there can be other issues as well, there used to be issues when the wrong vendor ONT was used ( so for example the OLT being a Huawei and the ONT being Nokia ) but AFAIK , this isn’t an issue any longer .

Re: Fibre optic help

robinhood1 — Sun, 28 May 2023 15:02:45 GMT

Three green lights are on and cable connected as should be. No dial tone for phone or internet. Now bt bhave already charged me for this month and last month at £74..and I still haven't anything working but the mini hub they sent, which useless half the time.

When I chose this fibre optic, it was £54 including line. And they're charging me for an engineer. Is there a different free number I can dial to get this mess sorted or cancel the contract which I haven't completed by having nothing.

Re: Fibre optic help

imjolly — Sun, 28 May 2023 15:11:24 GMT

was the internet connection to SH2 not tested by installer before he left to make sure working?

as posted already phone FTTP TEAM 08005874787

Re: Fibre optic help

robinhood1 — Mon, 29 May 2023 10:15:59 GMT

The engineer couldn't complete the set up and it would up and running in about two hours, that was 17 days ago and nothing has happened since. I'm phone on Tuesday to cancel and move to cable as the line in dead and I can't move any where else, they've stuffed me.

Re: Fibre optic help

DanielS — Mon, 29 May 2023 11:18:34 GMT

Hi @robinhood1,

I am sorry to see that your connection still hasn't been set up.

Did you call the number that @imjolly posted to you?

Thanks
DanielS

Re: Fibre optic help

RobbieMac — Mon, 29 May 2023 17:13:14 GMT

Hi @robinhood1

I'm just dropping by to see if you had a chance to call the number that @imjolly posted. Can you drop us a reply and let us know please? 🙂

Many thanks,

Robbie

Re: Fibre optic help

robinhood1 — Mon, 29 May 2023 18:45:46 GMT

It's bank holiday and we are closed, thank you. That's the message.

Re: Fibre optic help

PaddyB — Tue, 30 May 2023 08:23:13 GMT

Hi @robinhood1,

Thank you for posting back. I'm sorry you haven't been able to get through on that number. If you send me your details, I'll be able to take a look at your order.

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: Fibre optic help

robinhood1 — Thu, 15 Jun 2023 17:50:59 GMT

Unfortunately I had to leave Bt, as they couldn't give me a date on when, after 4 weeks of no internet they would able to make the line usable. At this moment, they still haven't refunded my money the have taken in May (£74.00) for use of the internet from when the line should have gone live on 12th of April. All I get is promises and still no money.

Maybe I should now report this firm to Ofcom.

Re: Fibre optic help

imjolly — Thu, 15 Jun 2023 18:23:21 GMT

@robinhood1

Did you go back to mod who has been helping you to see if they can help get any refund due

Re: Fibre optic help

robinhood1 — Thu, 15 Jun 2023 18:43:33 GMT

According billing, the refund was done the last we spoke. But like the no fibre optic, it hasn't materialised. I sent all their stuff back in pre paid bag and heard nothing since.

Never know a company that pushes you into another internet company like bt did in my case.

Re: Fibre optic help

NeilO — Thu, 15 Jun 2023 19:08:51 GMT

Hi, @robinhood1 I'm sorry about that, it sounds like your final bill hasn't been produced. This prompts any credits to be refunded back to your bank account.

Our offer to help is still open if you reply to the private message @PaddyB sent you.

Thanks

Neil

Re: Fibre optic help

robinhood1 — Thu, 15 Jun 2023 20:03:14 GMT

I can't reply back to Paddy as there isn't an reply button?.