Fibre not working since install - ONT okay, static Orange hub light

[K100Marshall]

Ongoing issue since end of July since moving into this house and getting fibre put in. I was with vodafone initially who couldn't find the problem and now with BT who again cannot find the problem. It has been 8 weeks and been through 8 engineers who all say it is a configuration issue as set up is correct and I have 3 green static lights on the ONT plus a static orange hub light. The ONT has been swapped, hub has been swapped out, line rebuilt and still absolutely no internet. BT have admitted they do not know how to fix it and won't do anything different from what they've already done (which is just send engineers out). 

Can anyone help before I'm at my wits end - even if I had terrible Internet it would be better than nothing at all! 

[iniltous]

What type of property is it , a new build that’s never had anything other than FTTP or an ‘older’ property that had a copper pair based service previously and now has access to FTTP ?, are any of your very near neighbours working on FTTP or are you the first ( and as far as you know ) the only ‘customer’ on FTTP , is there just Openreach  network or is there an Alternate Network available in the area ?

TBH , initially, given the symptoms you describe, ONT shows the appropriate lights , but the router having an Orange light , suggests  it’s ‘internet access’ that’s the problem, so your ISP , not Openreach.

[K100Marshall]

Hello, 

It is a new build (4 years old) but only had copper before I moved in. As far as I know I'm the only one on fibre and there is only openreach available, nothing else. 

Thanks 😊

[iniltous]

OK , so a newish build , but not provided with FTTP from the outset , as far as FTTP , it’s a retro fitted area .
Because it’s retro fitted area and presumably many of your neighbours haven’t moved from copper to FTTP , ( or possibly are not using an Openreach based provider at all ) , there is always the possibility of a network error and that could be something OR are responsible for fixing.
Try searching this forum for the FTTP customer service phone number , armed with your ONT serial number , if you get the regular customer service , keep trying until you get this ‘specialist’ team

[K100Marshall]

Thank you, I will give that a go!

[pippincp]

FTTP team 0800 587 4787 .

[36ULW]

Odd, as you said it didn’t work with Vodafone and now won’t work with BT/EE and you’d have to be very unlucky to have an OGEA Profile Build Issue with two separate ISP’s.

No way for you to know but it’d be helpful to know if you’re the only subscriber off that Head Port. If you’re it could be a faulty SFP. Have any of the Openreach Engineers that have visited mentioned changing/replacing it?

[K100Marshall · Accepted solution]

So the great news it's working - this is the explanation I got: 

Openreach records and circuit was given the wrong tags. This has now been re built, the customer should be in service.

Yay!! 

Thank you everyone

[DavidM]

Fantastic result @K100Marshall . Thanks for getting back and letting us know you got this sorted.

Cheers

David