Business FTTP Installation Issue

[MarP1]

Hi there, I am stuck, so I thought i'd reach out on here and see if anyone has any suggestions!

I am a BT Business broadband user, and I have recently switched from a FTTC package to the FTTP package as soon as it was available. The first engineer showed up on Monday the 16th and pretty much completed the full install, however, the ONT had a flashing green PON light, which he suggested would correct itself, or BT would fix something on their end to rectify the issue. I called BT on Tuesday explaining what the engineer had said and they booked for another engineer to visit the property, which they did today (Thursday the 19th). The engineer arrived and managed to make the flashing green PON light solid, perfect! But... they plugged the router in and were met with a flashing orange light from the new BT hub, odd. They called their supervisors who did several checks, as they were running back and forth from the exchange, and couldn't see any issue on their side. So, they said to call BT again, explain the scenario and they would resolve it and left. So again, I have called BT today, who have requested a senior engineer to visit the property tomorrow morning (Friday the 20th), explaining that nothing is wrong on their end. With my very limited knowledge on this stuff, I gathered that if there was something wrong on Openreach's side, the LOS light would be on or the PON light would be flashing? I have neither, instead I have a solid green power, PON and LAN light, with an orange flashing hub.

I'm currently using the 4G Hybrid back-up to attempt to run the convenience store, and while it isn't ideal, it's actually holding up pretty well. I am just wondering if there's anything I can do to help rule anything out? I've tried using the old router's WAN port and logging into the router enabling FTTP etc, but same story, no connection. Hoping the engineer can fix this tomorrow, but everyone seems to be pointing the finger and no one seems to know what the problem is!

I'd appreciate any information or similar stories and a resolution, and i'll keep this updated once the engineer has been tomorrow. Cheers!

[He-Man · Accepted solution]

Hi @MarP1, you've posted this on BT's Residential forum, so it's unlikely to get much traction here.

This is the BT Business forum link: https://business.forums.bt.com/

Best of luck with it!

[MarP1]

My apologies! 

I'll move it across, thanks!

[iniltous]

You are correct in thinking the solid green PON light is usually an indication that the Openreach part of the network is working OK and it’s the onward connection into the ISP ‘network’ , BT in your case that has an issue ….basically your router isn’t being seen by BT , so you don’t have internet access , indicated by the router flashing orange , chances are it is that need to do something, not Openreach …

[countrypaul]

There is one really obvious check you can do and that is to try a different Ethernet cable from ONT to router. I would be surprised if that is the cause, but trying a different cable is normally such a simple check it is worth doing.  

[MarP1]

Hi Countrypaul, I have already tried this. Unfortunately nothing changed.