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Message 1 of 6

Lost internet but Router ok. Shaggy dog.

Have BT bb. 5days ago found that while away internet had failed WiFi all fine. Log said failed previous Monday while away. Odd after 11 years with no problems ADSL operation.
Usual resetting check cables etc no go. Reported to text help desk. Checks from their end “can’t see router “ , tech visit assigned next Monday. Checked router again and noticed been set to FTTP mode. Not me.

Return home today Saturday to find postman has delivered a short Ethernet cable in a Sky box to my house number  but not my name nor postcode although very nearby.

Someone ( sky+O’reach) has teamed up to

1 install FTTP box on the wrong house, mine

2  set my router remotely to FTTP

3  cut the ADSL connection to my home

leaving me with no service for at least 2weeks

Also lovely chap who ordered his FTTP only has an Ethernet cable now returned to him and external and internal Fibre connection he ordered missing.
Not BT’s problem but conversation with engineer on Monday should be interesting.

 

 

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Message 2 of 6

Re: Lost internet but Router ok. Shaggy dog.

Since the FTTP box (the ONT) is installed inside a house, how did the Openreach technician do this, if you were away?
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Message 3 of 6

Re: Lost internet but Router ok. Shaggy dog.

I was there at. They appeared to be doing the whole road. Asserted we are doing fibre installs, didn’t ask if ordered nor check name:addr so yes to having external box fitted. Now I know why.
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Message 4 of 6

Re: Lost internet but Router ok. Shaggy dog.

The way Openreach supplies FTTP in ‘retro fit’ areas ( where copper cables already exist) is the FTTP infrastructure is installed to the public footpath, either in a jointbox in the footpath or the top of a telegraph pole…..any further work from the pole or footway box is only after an individual consumer makes an order for their address with an ISP .

It seems fairly clear that a Sky customer  ordered service but inadvertently your  address was used  (a mistake by either the customer or by Sky ) , the fact that Sky sent an Ethernet cable to your address and while you were away Openreach or an Openreach contractor fitted a CSP on your wall support that scenario, if Sky didn’t make the mistake and it was Openreach the cable woukd have gone to the correct address and not yours .

Clearly if you were at home this may have never progressed as far as it has , but it’s not necessary for OR to disconnected the copper to do the work that’s been done , that’s unusual as to use the copper cable to draw in the optical cable  ( if doing that were necessary because the duct was congested ) should  only be done with the home owners consent (as it obviously disconnects the copper service) and you apparently were not available,  they had no reason to suspect the address on their job was incorrect due to the ISP or customer error but still can’t have been told it’s OK to disconnect the copper , TBH , it’s odd if no one was home , they did anything at all .

Presumably repairing your BT copper service will be a reverse of this , possibly using the new optical cable to draw in a copper cable .

Probably not doable in the timeframe , but presumably you have had notifications from BT about genuinely changing your address to FTTP , in my case it was very soon after the work in the street was done I was offered  an upgrade , I dare say you have had a similar offer , you could take the opportunity to get FTTP yourself instead of insisting on copper being restored especially as the majority of the work is now done .

As far as the 4th Port being set to LAN rather than Ethernet , thats probably from the factory, if you never used the 4th port you probably never previously checked if the router were set to full fibre mode or not , and nothing to do with Sky ordering FTTP incorrectly for your address rather than their customer , why would it be, BT are uninvolved,

 Are your address and this Sky customer address are often mixed up because they are very similar ?

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Message 5 of 6

Re: Lost internet but Router ok. Shaggy dog.

Fully agree either with your analysis of the  scenario, 2nd paragraph.

Have met the other affected party. With his prior experience he made sure his address was provided correctly. His address is easily confused with mine as the number is the same but is in a small terrace of houses reached by a walkway with its own name but that officially must be addressed to include the name of my road, apparently to make it easier to locate!  Note that the addressee name and postcode is different. A learning point for crews is to check the order matches not only for all the address clues but in customer and supplier name, and customer expectation.

I think I said before, I was at home when the crew came to string the fibre from the pole. From superficial observation they appeared to be doing every house and simply asserted that they were there to do mine with no question asked or other form of confirmation. I was busy and let them get on with it. When done they just drove off. 
I wasn’t at home when my broadband band went down.
As confirmation of the scenario, other affected party  also said he had a sky engineer arrive to perform the internal installation at his home ( so someone knew where it was) and was surprised to find no cable to the premises. This was about the same time my broadband failed.

I defer to your expertise on router setup details and operation.  I am sure the copper is still there, I just thought they might disconnect it at the green box. Help desk twice said they could not see the router. Will ask techie tomorrow if I see him.

BT hasn’t offered me FTTP.

 

 

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Message 6 of 6

Re: Lost internet but Router ok. Shaggy dog.

The fact that you now have a CSP (the grey external block on your wall ) indicates FTTP must be available to you ….so it’s odd BT haven’t contacted you as soon as FTTP was available, as stated in my case I was contacted very quickly after FTTP was fitted by Openreach into the street jointboxes  , you don’t need to wait for BT to contact you , you obviously could contact BT about upgrading to FTTP .

As far as the address , as stated , the postman or woman must have made the same mistake as Openreach if they put a parcel from Sky through your letterbox rather than the correct letterbox (the address on the parcel )  , or the parcel had your address on it , which would confirm Sky mistakenly had your address as the one to provide FTTP services to , and Openreach used the address they were given ( they couldn’t know it was wrong ) even though the other party stressed the address to use with Sky , clearly that was in vain , I suppose with hindsight you should have asked why Openreach were putting something on your wall if you hadn’t ordered anything .


Anyway good luck with either restoring your copper service or (what I would strive for ) getting FTTP yourself as it must be available to your address even if BT haven’t yet contacted you about it .

Should you contact BT and they say FTTP is not available to your address ,or there is already an open order for it ,  you clearly have an addressing data problem that Openreach would need to sort out .

You could try your UPRN here rather than your postal address if there are problems differentiating between your building and the other one (toggle at the top of the form between postal address and UPRN ) 

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

 

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