BT order stuck with BT Wholesale for 2 months

[chris86542]

Good morning everyone,

I'm hoping to get some advice and this seemed like a good place to start.

I moved into a new house on 24th May and my BT fibre 500 was scheduled to activate on that day. Upon moving in it did not activate so I called BT who informed me that things were complete from BT openreach installation but the order was stuck as 'open' with BT wholesale. They asked me to give them 72 working hours to resolve it. 72 hours passed and I received no calls and still remained offline. Upon calling BT again to chase it up they once again said it was still stuck with BT wholesale and the same response was once again given after the BT employee spoke via live text with BT Wholesale. Since then I've had 3-4 escalations and have an open complaint but I have still not been activated and am without internet. I've called BT at least 15 times since the activation date and everytime I do they explain how helpless they are and how it is entirely with BT Wholesale. 2 months have now passed and I'm without internet in an area that has terrible phone signal and it's really starting to get me down. I've been informed I'll be entitled to compensation for each day it has been down but at this point I just want internet.

Is there anything extra I can do to resolve this? Calling BT help desk just feels pointless and BT Wholesale seem to not be actioning the task.

[imjolly]

I have asked a forum mod to see if they can help or at least find out the problem.  they will post here

[chris86542]

Thanks so much for responding. At this point all hope feels lost. Any help no matter how big or small helps.

[NeilO]

Hi @chris86542 Thanks for posting, I'm so sorry about the delay activating your broadband. I'll send you a private message so you can get in touch with the moderation team and we'll be happy to see if anything can be done to help. 

Thanks

Neil

[iniltous]

Obviously you must have FTTP available if it’s a 500Mb service, have you moved into a property that already had FTTP installed ( like a new build where you are the first occupant or an older property where a previous occupant had FTTP installed ) ?, if so you should have an ONT installed, and if you do , hopefully it’s plugged in and switch on .

What  lights are lit on  it ?, if the LOS light is lit , then there is a physical problem ( the ONT isn’t receiving light from the OLT ) , this is an Openreach issue, if the PON light is steady green , your ONT is authenticated and connected to the OLT ( the headend equipment) and is ready to connect to an ISP , if the PON light is flashing green , then the ONT is waiting authentication, thats an Openreach issue.

If it’s a BTw issue that suggests that the PON light is lit ( normally that means good to go as far as the physical external network) but BT as an ISP have not yet been provided with a  ‘cable link’ to connect the Openreach OLT to the ISP backhaul.

What is the status of your ONT ?

[chris86542]

Hi,

The PON light is on and green, the power light is on and green and the LAN light is on and green.

There is no light for LOS.

When I spoke to BT they said the BT open reach installation had been marked as complete.

[iniltous]

That’s what you would expect, LOS is loss of signal, so the PON light and LOS can never be on at the same time , the fact it’s a steady green PON light means that your ONT is connected and authenticated, so effectively the downstream physical part ( OLT to ONT )  is complete and functional, that means the issue is either , your ISP hasn’t configured your access so it’s a problem with your individual account with BT , or ( and this is more likely given what you have been told ) the Openreach OLT (headend equipment)  needs to be interconnected with various ISPs ‘backhaul’ via cable links ( and many ISP will use  BTw as their backhaul supplier ) to get onto the ‘internet’ , if these cable links are still to be provided, then unfortunately, until they are provided there is no connectivity upstream , the downstream to your property is OK.