Hi Everyone,
Thought I'd log my issue here so that -
1) I have a record.
2) Maybe someone who actually knows what they are doing from either BT, Openreach, or a customer that's been through this can provide some advice and/or actually fix this.
3) Other people considering switching to this package are aware that it still seems to be BETA with the customers as the products tester.
It all started in early February when we had our Fibre installed, everything looked ok but we had no internet connection. Openreach spent hours going back and forth between various boxes in the street trying to figure out the problem, in the end, they decided that it wasn't going to work and that they would have to draft in some other staff working on an FTTP rollout in another city to get it going over the weekend as they weren't qualified to do whatever needed to be done, not ideal as our existing provider (Virgin Media) had terminated our services the previous day.
As soon as the guys got in the van to leave, I plugged my own router in, and suddenly it started working, I ran out to the Openreach guy and he seemed dumbfounded that it was all working and went on his way. (I assume the first story about things needing to be changed by another team was an excuse because he had no idea - a common theme with all of them so far.)
A few weeks later, an engineer from Kelly Comms came out to fit the telephone, which was placed underneath the CSP box, meaning the CSP box was inaccessible.
Since then until yesterday, I had an absolutely solid internet connection, pulling 800mb-1gbps and everything was great, until it went down randomly, with no warning, explanation, or troubleshooting steps I could take.
The only thing I could see is that the PON light on the ONT was flashing, although I think this was always the case.
After spending 60 minutes on hold, a helpful customer support agent arranged for Openreach to visit to investigate.
Later on in the evening, I was driving down the road and saw the Openreach guys at the box, I asked the engineer if he was resolving an issue at our house and he said yes I am, then he knocked on our door later in the evening and said your telephone should be back online now and that he has moved the phone cables down because they blocked access to the CSP despite the fact that the telephone has always been fine and wasn't not working.
Either way, an Openreach engineer turned up today (28th) at 11 AM with his tools thinking it would be a broken fiber cable to see that the LOS light wasn't on and that wasn't the case (which I told the customer support agent)
He then disappeared for a few hours and then came back with his colleague who was a fiber "expert" as he wasn't qualified and they checked the light level which was within tolerance, fixed the flashing PON light and left again, instructing me to contact BT as "everything looks good from their side and he isn't sure he can do anything else".
After spending longer on hold to BT the lady I spoke to said that the notes on the account from Openreach make no sense as the process they instructed BT to carry out is for FTTC installations, not FTTP, and that there is nothing they can do from their side and that the engineer must have got his wires crossed (at least this made me laugh).
I have another engineer visiting tomorrow (another day wasted waiting in) and I pray that this time they send someone "qualified in FTTP", "experienced in FTTP" and "authorized to make changes to FTTP setups" so that I don't have to go back and forth between various people that seem to have no idea that BT even sells FTTP packages to get this resolved.
If anyone has any advice that would be great as I have a bad feeling that this is going to take a while as nobody seems to knows what the problem is.
My advice to you BT is that you don't make engineers work on copper for a year before training them on fiber, that you understand people who pay £60 a month for internet are usually enthusiasts and appreciate answers and someone who actually understands what they are working with to come out and try to fix it, and for a communications company your internal communication is a shambles.
