Full fibre install, PON flashing

[markt99]

I have had full fibre installed but have got no service and the PON light on the modem is flashing. I was told that it is a fault at the exchange and an engineer was fixing it yesterday so it should work today, but today the PON light is still flashing.

[naylor2006]

Aside from power cycling the ONT it looks like the issue still remains and they have not solved it, or the issue they went to solve could not be solved during that visit.

Updates from OR are pretty useless half the time, "Specialist Engineer to attend light issue" etc etc "Engineer tasked to repair external issue", to us the updates seem like the problem is straight forward but that first quote...was my issue and it took nearly 2 months.

To get updates however you'll need to keep badgering customer services, they or tech folks will be able to check the status of the fault via Openreach and attempt to give you some sort of update.

[WSH]

I believe if the PON light is flashing green it indicates that the unit is connected but failing to authenticate.  It suggests a mismatch between the serial number on the box and the number they have on record.

Next time you phone it might be worth getting them to check if the serial number they have agrees with what you are seeing on the ONT label.

[licquorice]

Indeed, a flashing PON led is not a physical light problem, it is an account problem.

[markt99]

I find it unbelievable if it is something as simple as that.

[naylor2006]

Slightly proves my point about updates, customer informed there is a fault at the exchange when its an account issue?

@markt99 we are all customers here apart from a few mods....so the serial number is most likely best given to an agent over the phone.

[WSH]

As Naylor says, we are all customers here so you will need to check with BT if they have the correct serial number.

This is a public forum.  I'm not sure if there are any security implications to displaying that number but I would remove it just in case.

[36ULW]

Not necessarily true. You can still get Flashing PON Issues even if the Routing, Head End Port and ONT all match up.

There could potentially be a faulty SSFP or the wrong kind of SSFP Installed.

Also the Light Range may not have been set correctly. If the Range has only been set to 10,000m but the PON is say 15,000m away you would still get a Good Light Reading at the ONT but a Flashing PON would still occur.

[naylor2006]

The 'light issue' I had for about 2 months cause my LAN light to go off as soon as the PON light went solid. Everyone told me it was a internal device issue etc, considering the LAN light should only really indicate the continuity between two devices, it would be solid during ONT boot up but as soon as the PON light went solid, off it went.

Im not overly sure we can know conclusively from the ONT itself what the fault is, if BT, I assume, told OP that an engineer was fixing something and its not solved, then they are surely best to call up and check on that.

[WSH]

@36ULW   Yes, I did say "I believe" that to be the case.

Thanks for that.  Useful info.