New FTTP 900mb installation problem

[brookheather]

On the admin web page.

[cadmunkey]

This info is from the BT website. My thin fibre optic cable is clearly damaged, how do I get a replacement from BT, will it require an engineer visit? 3 days back with BT after 4 years away and I'm beginning to remember why I left them in the first place 😞

[brookheather]

But it isn't clearly damaged - if it was damaged you wouldn't get any signal - the signal will either work or not - you won't get a speed drop.  You need to follow the diagnosis steps already provided to determine whether the problem is with your equipment or upstream in BT's network.

[pippincp]

@brookheatherThe SH2 connetion status will always show 1000Mbps and is of no help at all in diagnosing any problem.

What would be of help is if @cadmunkey would tell us where (which site) he is testing the speed, if he's tried a direct PPPoE connection to the ONT and a pic of the alleged damaging staple where it can actually be clearly seen. The thumbnail posted doesn't really make things clear.

[brookheather]

@pippincp if there is a problem with the ethernet cable between the ONT and SH2 then it might show a 100Mbps connection so certainly worth checking.

[Forthay]

@cadmunkeyI'd call the FTTP team (0800 587 4787) and discuss with them.

They might be able to run some diagnostics but typically because it light you'd quickly know if the internal cable was really damaged.

Otherwise I'd think it would be a Openreach engineer visit if the cable is really truely damaged and if it's anything like my install it's a continuous cable from the pole into the property and to the ONT i.e. no joins.

[cadmunkey]

Yes it shows as 1000Mbps but as @pippincp says I suspect that info is always stationary.

Speed tested at both googles speed test and Ooklas. Is there somewhere else to test it? If so let me know please.

[pippincp]

If the staple has actually gone through the fibre cable there would be no connection. The fibre is thinner than a human hair!

@brookheatherperhaps but doubtful.

[cadmunkey]

@pippincp you're the first person to actually confirm this, thankyou!!

[pippincp]

I haven't confirmed anything, you have a connection so the staple hasn't gone through and your microdot photo doesn't really help.