Full fibre Upgrade

[Carlp]

Hello all,im Carl new around here hope everybody is OK.

I am looking for a quick answer to  a question.

I had a full fibre upgrade done on Thursday and since the openreach engineer left we have had no internet or landline.

The box is a white GPON ONT and has a solid red PON lit.

My question is should the PON light be lit red when all cables are removed except the power cable and then stay solid red when the optical cable is inserted.

It's going to be a week before they can get back me to look at it and I'm thinking an identical replacement ONT box migbt sort it.

Any help appreciated, thanks in advance 

Carl

[Carlp]

Or if not too much trouble if someone could briefly unplug all but the power cable from the white box ONT and see if theirs is the same.
Thanks agin

[licquorice]

All you can do is power cycle the ONT, if that doesn't fix it you will need to wait for the engineer.

Unplugging the fibre cable is not a good idea, the exposed fibre can be easily damaged or contaminated with dirt.

You can't just change an ONT, your service is provided to the serial number of the ONT.

[Keith_Beddoe]

@Carlp 

You should not have touched the optical connection, and nobody else is going to do the same. 

Removing the optical connection can cause dust to enter the connection, and cause the signal to be lost totally. Specialist cleaning kits are needed, and preferably an optical microscope, to ensure the fibre connections are clean.

[pippincp]

The red light signifies loss of signal, why would you think unplugging all the cables but the power change this? I certainly wouldn't recommend anyone unplugging the optical cable as even a spec of dust will potentially interfere with the signal.

All you can do is wait for the engineer visit.

[iniltous]

If the Openreach tech didn’t leave your service working , didn’t they say anything to you about it ?, if you are the first user on a CBT , or the first user on the splitter ( someone has to be first ) then issues getting the service working are not unheard of , but to simply disappear without saying anything is wrong , and it’s not acceptable if that’s what happened.

[Carlp]

Thanks for your replies.

The talktalk customer services told me to try this when trouble shooting the cause

The openreach engineer left saying it should go live in a couple of hours until then I can still use my copper connection and old router which was left also not working.

I still don't know what the problem is,I have had an email this morning saying I'm now live but  the talktalk connection test page says there is a fault.

I have never come across a company that has so many wrong answers and makes so many false promises then just turn their backs on you.

[licquorice]

Why are you posting on a BT forum if you are a Talk Talk customer?

[Keith_Beddoe · Accepted solution]

@Carlp 

You are on the wrong forum. This has nothing to do with Openreach or BT Retail.

This thread is for BT Retail Broadband connections.

Read https://community.bt.com/t5/Announcements-Guides-Community/BT-Community-User-Guidelines/td-p/1375043

Please post here https://community.talktalk.co.uk/

[Carlp]

Because its an Openreach product

Because I'm talktalk doesn't make the ONT box do anything different.

I was just looking for an answer to a question