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FTTP - have had everything installed but BT / OP tell me different things about what the hold up is

M0LXD — Mon, 22 Apr 2024 15:17:38 GMT

So I placed an order on the 14th of March 2024. Everything setup and fibre installed in the property on the 17th April 2024 but Openreach guy says wait 48 hours as they need to make a few amendments but I should be good to go after then.

Phone up BT today and they say that I now have to wait two months before an update as they need to survey / carry out work before I am connected.

Anyone else had the same?

Re: FTTP - have had everything installed but BT / OP tell me different things about what the hold up

iniltous — Mon, 22 Apr 2024 15:19:01 GMT

Doesn’t sound correct, what lights are lit on the ONT ? , if the LOS ( Loss of signal) is lit , no light is being received, if the PON light flashing, light being received but no authentication, solid PON light , ONT is taking to the headend ( so Openreach part done )

Re: FTTP - have had everything installed but BT / OP tell me different things about what the hold up

M0LXD — Mon, 22 Apr 2024 15:22:59 GMT

PON light is just flashing

LOS light is off

Re: FTTP - have had everything installed but BT / OP tell me different things about what the hold up

iniltous — Mon, 22 Apr 2024 15:33:52 GMT

OK , so the ONT is receiving light from the OLT ( headend ) it’s not usually a problem to authenticate the ONT ( changes the flashing PON light to a steady PON light ) , the 48 hour is reasonable if the Openreach tech attempt to authenticate failed , they sent the failure to the ‘Tiger Team’ who hopefully solve the issue that’s stopping authentication within those 48 hours , the BT comment seems wrong , no survey is needed , no more Openreach external work is needed , it’s a ‘data’ problem, if the 48 hours are not yet up , I would wait until they are.

Re: FTTP - have had everything installed but BT / OP tell me different things about what the hold up

M0LXD — Mon, 22 Apr 2024 15:33:50 GMT

Thank you very much for your insight. I will keep this thread updated with any new info as it happens

Re: FTTP - have had everything installed but BT / OP tell me different things about what the hold up

M0LXD — Mon, 22 Apr 2024 19:39:58 GMT

Update: PON light is now solid.

Re: FTTP - have had everything installed but BT / OP tell me different things about what the hold up

iniltous — Tue, 23 Apr 2024 08:49:49 GMT

That’s what you want to see , If you haven’t already done so, connect the router to the ONT , you may well be good to go , if not , what router lights are lit ,

Re: FTTP - have had everything installed but BT / OP tell me different things about what the hold up

M0LXD — Tue, 23 Apr 2024 09:17:21 GMT

Good morning, so I have plugged it all in but the BT hub is solid orange on the status light still

Re: FTTP - have had everything installed but BT / OP tell me different things about what the hold up

iniltous — Tue, 23 Apr 2024 10:05:42 GMT

https://www.bt.com/help/broadband/fix-a-problem/broadband-and-wi-fi/what-do-the-lights-on-my-bt-hub-mean-

unfortunately it could be what you were told earlier about a delay may be correct , although apparently the explanation for the delay was incorrect, the Openreach connection from your home to the headend is now complete, but the connection from the Openreach headend into BT’s ( as an ISP ) network may not be , occasionally the required interconnections between OR equipment and the ISP network are not ready even though the OR ‘access’ is available , or it may just need BT to configure your ‘account’ ….now the PON light is steady , I would call BT again and make sure your service has been set up correctly

Re: FTTP - have had everything installed but BT / OP tell me different things about what the hold up

M0LXD — Wed, 24 Apr 2024 16:38:42 GMT

Hi everyone, so today Openreach have done all the "external work" and BT have given me the green light that everything is now working, but my Hub is still solid orange, done the usual factory reset and turn off everything and turn it on again but nothing. BT now sending out an engineer to have a look on Friday.

Re: FTTP - have had everything installed but BT / OP tell me different things about what the hold up

licquorice — Wed, 24 Apr 2024 16:43:06 GMT

Which will be pointless, it's an account problem not a physical problem. Why on earth BT always insist on sending someone out just to confirm you have an orange light on your hub I can never understand.

Re: FTTP - have had everything installed but BT / OP tell me different things about what the hold up

M0LXD — Wed, 24 Apr 2024 16:47:01 GMT

Do you think its worth me phoning up again and seeing if they can check the account?

Re: FTTP - have had everything installed but BT / OP tell me different things about what the hold up

licquorice — Wed, 24 Apr 2024 17:05:39 GMT

You can try but I doubt you will get anywhere. Everything will look ok to the 'guide' (horrible term), it just won't have been built correctly.

Re: FTTP - have had everything installed but BT / OP tell me different things about what the hold up

M0LXD — Fri, 26 Apr 2024 09:22:03 GMT

So was told on Wednesday that an engineer was booked to come this morning to fix it, called up BT just now to make sure that the engineer is defiantly coming as I am taking time off work. Just been told that the engineer was never booked as the fault was "fixed remotely and has been cleared down", even through I have an email and text saying that they are coming this morning. Absolute joke!!! Engineer is now booked for tomorrow morning so will see what happens.

Re: FTTP - have had everything installed but BT / OP tell me different things about what the hold up

M0LXD — Sat, 27 Apr 2024 13:25:12 GMT

Further update on this. Engineer comes today and proves that it’s not the install my end that is the problem. It’s BT that is the issue, they have not given all the information to Openreach to map out the route to the “CP” apparently they are meant to give two “tags” to Openreach so they know where to route this fully. BT only gave Openreach one “tag” so this is not enough information for them to complete the link. Apparently only having one tag is for business users only. So Openreach contact BT Wholesale who say they cannot do anything until Monday as the people who need to do this are not in.

Re: FTTP - have had everything installed but BT / OP tell me different things about what the hold up

M0LXD — Sun, 28 Apr 2024 22:32:00 GMT

Update: Got a text today saying that my service is now back to normal. (Its not changed, still orange light) Phone them up to confirm that its not fixed at all. After going through everything that Openreach discussed on Saturday, the operator emails me personally saying that he will look into this tomorrow morning as each time he attempts to book an engineer to come again to sort it out (witch I know is not needed but hey it gives me access to Openreach to carry on from where we left off with the second stage repair team).

Can anyone from BT or Openreach please advise me on who I can contact high up to sort this out? Its very clear that between BT and Openreach there has been poor communication from BT's side about my setup and you are both blaming each other for this. I will give this one last ditch attempt tomorrow before pulling out of the service and trying a different supplier, I have been more than amenable with taking days off from work to wait for engineers that never turn up because you keep thinking its sorted!!!

Re: FTTP - have had everything installed but BT / OP tell me different things about what the hold up

M0LXD — Tue, 30 Apr 2024 10:35:29 GMT

Update:

no one from Openreach shows up to the appointment today again even through they promised that they would.

managed to get someone at BT to get someone to change my tags so that openreach can rebuild the line. Will see if this works but failing this then I will move over to another supplier, just sick and tired of waiting for someone to fix this.

Re: FTTP - have had everything installed but BT / OP tell me different things about what the hold up

M0LXD — Sat, 04 May 2024 13:36:07 GMT

Still no internet, tags are still the issue. Have to wait until Tuesday now before being updated on what’s going on

Re: FTTP - have had everything installed but BT / OP tell me different things about what the hold up

M0LXD — Tue, 07 May 2024 17:41:31 GMT

Still no service, another appointment missed, another appointment not booked correctly. Now have to wait until Thursday, will see if they ever bother showing up

Re: FTTP - have had everything installed but BT / OP tell me different things about what the hold up

licquorice — Tue, 07 May 2024 18:17:58 GMT

This is getting crazy, there is nothing the engineer will be able to do in any case. I have flagged your problem to the mods.