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Contributor
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Message 1 of 12

FTTP no connection

Hi guys, 

 

Just moved in to a new house, ordered the 200Mb fibre, but I'm having issues. The PON light is off, and the LOS light is solid red.

 

The thin white fibre cable appears undamaged and is not bent into any funny shapes. The modem is this one... http://cdn.recombu.com/digital/images/news/M11039/1351515986_w670_h549.jpg

 

In the house, there is a comms cupboard, and the black fibre cable comes in to a small white box, which has 2 thin firbre cables coming out of it. one white for the broadband, and a yellow one for what looks to be some kind of cable tv box.

 

I've reset the modem a few times, to no avail.

 

Anyone got any ideas or should I just PM a mod?

 

Thanks

 

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11 REPLIES 11
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Expert
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Message 2 of 12

Re: FTTP no connection

Is this a new install or was everything already in place? Has it already been working?

 

Is this in Milton Keynes?

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Distinguished Sage
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Message 3 of 12

Re: FTTP no connection

The forum mods do not respond to PM's they post invites only if the Community members cannot resolve the problem
Has your service been activated yet
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Highlighted
Contributor
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Message 4 of 12

Re: FTTP no connection

I'm in the Gravesend area. The house is in a fairly new development and all the equipment was already in place when I moved in. The only thing I've done is swapped out the previous tenant's home hub three for our home hub five.

Our service was activated on 4th March.

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Expert
1,234 Views
Message 5 of 12

Re: FTTP no connection

Have you had the confirmation email regarding your order? Does this have the correct ONT number in place of the telephone number?

However it does seem you have a sync issue, have you tried reporting the fault? The FTTP fault reporting is UK based and usually very good.
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Expert
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Message 6 of 12

Re: FTTP no connection

The line is not syncing with the exchange which means that there is either a fibre fault (unlikely) or TSO have not completed their work and built your connection (virtual rather than physical).
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Contributor
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Message 7 of 12

Re: FTTP no connection

Right, I've had a confirmation email, but it doesn't say its linked to any ONT. I've included screenshots of the comms box I have. I've also looked round the entire house and can't see a master phone socket to switch from copper to fibre.

 

http://imageshack.com/a/img819/6033/i99h.jpg
http://imageshack.com/a/img541/9983/mauk.jpg
http://imageshack.com/a/img43/8590/5yo2.jpg
http://imageshack.com/a/img841/2228/okfq.jpg
http://imageshack.com/a/img543/2610/dx7s.jpg
http://imageshack.com/a/img23/4691/u0i1.jpg
http://imageshack.com/a/img33/8277/jryd.jpg
http://imageshack.com/a/img812/3559/xkv5.jpg
http://imageshack.com/a/img197/2064/czmz.jpg
http://imageshack.com/a/img42/1548/7izf.jpg
http://imageshack.com/a/img812/4536/50m9.jpg

 

I also haven't yet connected a phone to the modem and dialed the number to activate the phone. Please don't tell me that's the problem, as I'll scream.

 

The only equipment that I have put in is the HH5. The rest of it was already here in the house. 

 

I'll check the forum later and give BT a call.

 

Thanks for your advice so far, much appreciated.

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Expert
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Message 8 of 12

Re: FTTP no connection

If you don't have a master socket, you will need an engineer to come out and put one in for fibre voice access. Do not dial the number to activate the phone!

 

Dialling the number will move the phone line over to the fibre network and you need the special master socket (which has a special switch on the top you flick across to switch from copper to fibre).

 

I am pretty sure you will need an engineer to come out for the FTTP internet side. I haven't heard yet of these being remotely activiated - even when you move home and everything is already installed. 

 

I am also pretty confident that BT's TSO have not built the virtual connection for your line yet which is why it will not sync with the exchange. This should be a straightforward thing for them to do, but you'll need to find out from BT Support whether the order has been completed or if it is still being progressed.

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Expert
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Message 9 of 12

Re: FTTP no connection

You only need a master socket with a fibre switch if you plan to use it. I don't have one, the old copper line master socket is in the living room,dead. And the Dect phone base plugs directly into one of the tel points on the ONT.
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Highlighted
Contributor
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Message 10 of 12

Re: FTTP no connection

I called BT last night. After getting shunted round the helpdesk a few times, I got put through to the FTTP support team. I was given their direct number, but have stupidly misplaced it. Does anyone have the direct dial number for the uk based FTTP team, as I was told to expect a call back this morning, but I've not heard anything yet. 

 

From what I remember, it was something like 0800 4** **** but don't quote me on that.

 

Thanks

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