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Message 2 of 15

FTTP - failed installation- left with no connection


Good morning. We have had the most appalling service from BT this week. On Tuesday an engineer from Kelly Communications came to do our installation for FTTP. He left us with no working connection, told us we needed a new router as it would not connect to the ONT. in the meantime our previous connection was turned off. We tried the new router - made no difference and logged a fault with BT. We had an engineer booked for yesterday afternoon- no one came. When we spoke with BT last night they said the call was logged but not assigned to an engineer ! No one bothered to tell us that so we waited in for nothing. We now have a booking for Monday - leaving us with no internet and no working landline for another 3 days.The service we have received is not good enough for a company like BT

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Message 1 of 15

FTTP - failed installation


Good morning. We have had the most appalling service from BT this week. On Tuesday an engineer from Kelly Communications came to do our installation for FTTP. He left us with no working connection, told us we needed a new router as it would not connect to the ONT. in the meantime our previous connection was turned off. We tried the new router - made no difference and logged a fault with BT. We had an engineer booked for yesterday afternoon- no one came. When we spoke with BT last night they said the call was logged but not assigned to an engineer ! No one bothered to tell us that so we waited in for nothing. We now have a booking for Monday - leaving us with no internet and no working landline for another 3 days.The service we have received is not good enough for a company like BT

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Message 3 of 15

Re: FTTP - failed installation

did you get a SH2 from BT ?

what colour are lights on ONT

ont-pon.jpg



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Message 4 of 15

Re: FTTP - failed installation

Lights are as per your picture
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Message 5 of 15

Re: FTTP - failed installation

If you have the SH2 can you go to hub manager 192.168.1.254 into browser then advanced settings then technical log information and scroll down and check FTTP is shown 'on'  is the ethernet cable from the ONT connected to ethernet ports 4 on SH2 marked WAN



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Message 6 of 15

Re: FTTP - failed installation

Checked hub manager - FTTP is enabled.

Ethernet cable is correctly installed. Smart hub 2 has constant orange light 

Tried a second brand new smart hub 2 - does the same thing 

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Message 7 of 15

Re: FTTP - failed installation

If the hub is orange, all physical connectivity is good. The problem is the service hasn't been correctly configured. Call the FTTP team 0800 587 4787, have the serial number of the ONT to hand.

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Message 8 of 15

Re: FTTP - failed installation

Tried calling - you just get put through to general BT not FTTP.

Did get a call back from a helpful lady who checked things their end and double checked our setup. She said that we need  an engineer that we thought was already booked for Monday but when she checked the system it hasn’t been confirmed so would not have been coming!  Now waiting for a manually allocated appointment!

Been with BT for years and this is the worst service we have ever received! Would not recommend to anyone! 

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Message 9 of 15

Re: FTTP - failed installation

The FTTP number diverts to normal CS when busy. Try again later.

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Message 10 of 15

Re: FTTP - failed installation

Will do 

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