BT Full Fibre

[shannonfisher]

Hi,

Just looking for advice or experiences if others have been through the same thing… 

Just a backstory…  I took out an order for BT Full Fibre on the 13th December,  was told on the phone no engineer would need to come out, just plug in and it will go live on the 23rd. The 23rd came and no WiFi… so called up and they said it definitely won’t be going live today and who told me that? She said it’s something to do with openreach and they’ll have another update on the 30th and an engineer will be out on that day. The 30th came and nothing… no engineer, no contact, no WiFi. My partner then called them, they said they’ve started upgrading the line at the box from copper to digital so it will be completed by the 6th January and an engineer would come out on that day and that we’d be credited £9.60 a day for every day it’s not live. Fine. On the 6th, the engineer actually came out! Had the box put in for FTTP and was told by the engineer 24 hours and it will be up and running no issues. 

It’s now the 8th, still no WiFi. We’ve raised a complaint, not being taken seriously. I have a business I run from home so I’m losing money. Been told we don’t qualify for the compensation we were told about. Spoken to a different person each time and no notes on the account. 

Edit to say we also get no signal at home either so the EE mini hub they’ve sent doesn’t work. I am literally uncontactable at home.

Our modem has the green power light on, and PON light green. BT SH2 is flashing purple. When I reset the modem, the LAN light flashes and the router goes orange for a minute. Then back to flashing purple and LAN light stays off. Have tried resetting both multiple times. Router is in FTTP mode. Any advice on what could be going wrong here??? 

[gg30340]

If you have been given a written date for the start date you will get compensation if that date is missed.

If you do not have a BT business account you will not get any compensation for loss of money for that.

[licquorice]

Try a different Ethernet lead between ONT and Hub. Flashing purple means no connection to ONT.

Are you a business customer? If you are you should be posting on the business forum https://business.forums.bt.com/

If not, you really should be if running a business. Aside from breaching the terms and conditions of the residential service, a business service will give you a better SLA.

[shannonfisher]

I will try a different lead thank you! 

I do network marketing and not VAT registered so was told no point in a business account. 

[gg30340]

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@shannonfisher wrote:

I will try a different lead thank you! 

I do network marketing and not VAT registered so was told no point in a business account. 

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It is for the Service Level Agreement that is is best to have a business account. You get faster repair times if needed and compensation for loss of business earnings when there is fault.

[shannonfisher]

Ahh I see, I wasn’t aware of this! 

Either way, a new cable didn’t work and I still haven’t had an email from BT to say it’s gone live yet either which I’m assuming I should have received it it was going to work 🤔

[licquorice]

Silly question, are you sure you have connected the cable to LAN port 4 and not one of the other ports.

If the service hasn't gone live, the hub should be orange , not purple.

[shannonfisher]

Hi! I have the cable plugged into the 4th port (WAN) on the hub and there’s only one port on the openreach modem so assuming that one’s fine!

[ptrduffy]

It's possible your SH2 hasn't been set to Full Fibre mode.  There's a BT video here showing how to set this up:

https://www.youtube.com/watch?v=5an5E6pBYBM

[licquorice]

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@shannonfisher wrote:

 Router is in FTTP mode.

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@ptrduffy Think that has been considered.