This topic

BT and Openreach cannot get brand new fibre install to work

ewanwr — Mon, 02 Oct 2023 09:40:42 GMT

After waiting years to have our old copper lines replaced we have had new fibre installed in our area. We signed up our family business and our 2 x family homes (located next to each other) to get them installed. Open reach installed the equipment and took out the old copper lines to find out that the fibre would not work and they cannot figure out why?? We now have been without broadband for 2 x weeks and Open reach cannot find out why ourselves and another 6 x new installs in the local area that do not work - it has been escalated to varies departments but they still cannot find out why.

To make it worse BT them fined us £130 as the engineer could not install it as it was an openreach fault!!!!! and then they decided to cancel the install as it will affect their KPI figures - so we now have had to reorder and wait another 2 x weeks to see if it can be installed. truly shocking service from both BT and Openreach which has resulted in hours on my mobile trying to resolve

Re: BT and Openreach cannot get brand new fibre install to work

Keith_Beddoe — Mon, 02 Oct 2023 09:46:26 GMT

@ewanwr

Welcome to the BT Residential Customers forum

As you are a business user, please could you post on the BT Business forum at http://business.forums.bt.com/

Thanks

This BT Retail forum has no connection with Openreach.

Re: BT and Openreach cannot get brand new fibre install to work

ewanwr — Mon, 02 Oct 2023 09:48:44 GMT

I am also a residential customer with the same issue!!!!! I have also posted in the business forum for my business

Re: BT and Openreach cannot get brand new fibre install to work

ewanwr — Mon, 02 Oct 2023 09:50:16 GMT

did you even read the question Keith - the issue is with BT and Openreach not just Openreach

Re: BT and Openreach cannot get brand new fibre install to work

Keith_Beddoe — Mon, 02 Oct 2023 09:58:13 GMT

@ewanwr

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, they may be able to give you an update on the residential package, but not the business one.

BT has no priority over Openreach, who have to deal with all providers the same.

Re: BT and Openreach cannot get brand new fibre install to work

ewanwr — Mon, 02 Oct 2023 09:56:48 GMT

Ketih - I have spent hours on the phone to BT with no resolution

Re: BT and Openreach cannot get brand new fibre install to work

iniltous — Mon, 02 Oct 2023 09:57:08 GMT

It would seem that if you had ordered service from any ISP that uses Openreach you would be having the same difficulties,

The copper pair cable isn’t normally removed during a FTTP installation , so an unsuccessful fibre installation that’s raised as a migration ( so the cease copper is linked to the successful provision of the FTTP ) so it should mean the copper based service keeps working in those circumstances , unless the FTTP service was ordered as a standalone order , and a cease order raised for the copper

What is the status of the lights on the ONT ( or ONT’s ) , is the PON light lit and steady or flashing , is the LOS light lit ?

Re: BT and Openreach cannot get brand new fibre install to work

ewanwr — Mon, 02 Oct 2023 10:00:54 GMT

The copper lines were removed as they were over hanging lines and then replaced with the new fibre lights - we have had 3 x BT engineers and 2 x openreach engineers who have tested all the lines in and out and equipment and found no fault - they are suggesting it just has not been activated by a computer somehwere but no one can be certain hence my fustration. We now have been without broadband and a phone line for 2 x weeks and we are in a rural area where 4g is poor

Re: BT and Openreach cannot get brand new fibre install to work

RobbieMac — Mon, 02 Oct 2023 11:08:49 GMT

Hi @ewanwr

Welcome and thanks for your post!

I am sorry for the problems with your Fibre install. We will be able to help you with your residential order due to the time you have already spent over the phone trying to get this sorted out. We are busier than normal at present however we'll get to your case as soon as we possibly can.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: BT and Openreach cannot get brand new fibre install to work

iniltous — Mon, 02 Oct 2023 11:24:07 GMT

The status of the lights on the ONT ( asked for but you never provided ) would be useful, if not to shorten the period without service , but to indicate the probable location of the issue.

If the PON light is steady green , that means that the ONT is authenticated by the headend OLT , in effect the Openreach part is complete, the problem could be no interconnection ( cable link ) from the OLT to the ISP backhaul provider, or that is also present but there is a configuration issue with the ISP itself , this would probably show as a steady orange light on the SH2 router …If the PON light is flashing , then the ONT is not authenticated by the OLT , that could be the light being received isn’t from the correct ‘port’ on the OLT , or a configuration or equipment problem at the OLT .

FWIW , you state there are others people affected , unless it’s the case that everyone affected is using BT as their ISP , ( which seems unlikely) then the issue isn’t likely to be with the ISP , but their suppliers .

Re: BT and Openreach cannot get brand new fibre install to work

ewanwr — Mon, 02 Oct 2023 12:28:19 GMT

The ONT Modem (assuming this is the white box in which the fibre optic connect directly into goes as follow)

POWER = Steady Green light

LOS = No Light on

PON = Steady Green light

LAN = No Light on

When they first installed the fibre the LAN light was on a steady green , since its turned off I tried multiple other Ethernet cables to connect the White modem to the BT Hub with no success minding you all cable used were new with the BT Hub and had never been used before and worked fine with other appliances for testing, I also tested each port on the BT Hub and all the Ethernet ports were working as intended too.

Inregards to the other people affected their are up to 8 properties which have had a new fibre install the FFTP and none of them can seem to provide internet and all have the exact same lighting configuration and is all new equipment provided by BT. And all the properties I know of are using BT.

Re: BT and Openreach cannot get brand new fibre install to work

iniltous — Mon, 02 Oct 2023 13:55:29 GMT

The ONT is authenticated on the OLT ( signified by the steady PON light ) , if the LAN light isn’t lit presumably you don’t have the ONT connected to the router with an Ethernet cable , so what light do you get on the BT SH2 ( router ) if you plug the router in and connect it to the ONT , remembering to use the correct port and set the appropriate software switch to full fibre mode in the router control panel .

https://www.bt.com/help/broadband/fix-a-problem/broadband-and-wi-fi/what-do-the-lights-on-my-bt-hub-mean-#:~:text=The%20light%20will%20turn%20steady,help%20wizard%20to%20get%20connected

You do realise that’s it probable that this will be resolved without anyone needing to visit your property , so by unplugging / disconnecting the router from the ONT , if the issue is resolved you wouldn’t realise until either contacted by BT or OR , leaving it plugged in , should you see the router light turn ‘blue’ you could be online immediately you notice that change , unless of course the light is and always was blue on the router .

Re: BT and Openreach cannot get brand new fibre install to work

ewanwr — Mon, 02 Oct 2023 14:14:24 GMT

When I have connected the BT Hub with using the appropriate port the light remains purple and the router is set to the correct mode as well. I would accept this if not had there been 3 engineers and even 1 engineer using their own router(they have their own router for testing and swapped in place of my current router) set to fibre optic and being met with the exact seem conditions as the router currently installed.

I appreciate the suggestions (which many of them I have already done as lastly I do not wish to waste anyone time if its a simple resolution which I can do) but hopefully you can see now how frustrating it is when being met with check the router colours and is it plugged in correctly when I have been clearly told by multiple openreach engineer this to be a external fault in the area and that currently how the hub is connected and setup is correct for fibre.

Re: BT and Openreach cannot get brand new fibre install to work

iniltous — Mon, 02 Oct 2023 14:37:43 GMT

I have no idea what you have been told , the fault is undoubtedly ‘external’ but that encompasses an awful lot , as stated the PON light steady means that there is no point any Openreach PON tech visiting your address , the PON is fine , ( OLT to ONT ) it’s ‘backhaul’ OLT towards the ISP that is the issue, because you have a ‘unbreakable’ mobile solution option explains the purple light on the router but by disconnecting the Ethernet cable from the ONT to the router , that backup service won’t ever release, should the FTTP come back on .

Re: BT and Openreach cannot get brand new fibre install to work

ewanwr — Mon, 02 Oct 2023 14:55:31 GMT

I completely agree , the problems I have is this.

1) When I call BT to complain and explain the issue and asking for a update , it goes as follow

- Whats the colour of your router ?

- Have you turned the router on or off ?

- Okay we will send a engineer out to you ?

Even explaining the issue and detailing the issue am always met with these 3 questions. As you can clearly see having a engineer come to our house makes no difference and in which we have asked NOT to send a engineer, a engineer appears up anyway. So we are stuck in a endless loop of these question with never receiving a update or proper support.

2) We would use the EE backup (Hybrid connect) but due to our geographical location we have very poor EE Signal varying from 2 bar 3G signal to having no service at all. So we would use the Hybrid connect if we got a decent signal which we unfortunately do not. So currently we do not have any internet as this fibre will be the only means and for our install the copper line had to be removed so we currently have no backup to use in the meantime.

I understand this issue your no responsible for or have no control over but if theirs anything you can do , to escalate this or again put more pressure on BT to help get this resolved quicker this would be really appreciated.

Re: BT and Openreach cannot get brand new fibre install to work

Keith_Beddoe — Mon, 02 Oct 2023 15:04:42 GMT

@ewanwr

Did you reply to the private message from @RobbieMac , as he is part of a small BT team that usually sort out problems, as they have access to all of the notes.

Re: BT and Openreach cannot get brand new fibre install to work

licquorice — Mon, 02 Oct 2023 15:05:48 GMT

1. Have you responded to @RobbieMac 's offer?

2. Try calling the FTTP team 0800 587 4787. That number diverts to standard customer services when it is busy, so just hang up and try again if it does.

Re: BT and Openreach cannot get brand new fibre install to work

ewanwr — Mon, 02 Oct 2023 15:09:49 GMT

Hi keith

I have done that just awaiting a reply been told it can take up to 48 hours which is unfortunate

Re: BT and Openreach cannot get brand new fibre install to work

StuartH — Wed, 11 Oct 2023 09:34:25 GMT

Hi @ewanwr

Thanks for taking my calls regarding this issue, really glad your service is now up and running and I've been able to intervene to resolve the issues.

Should you need my help again with this just drop me a message and I'll be happy to help.

Thanks

Stuart