Full fibre stopped working after 12 hours and BT keep closing my complaint

[MistressMog]

I had full fibre fitted on Friday. On Saturday morning it stopped working. I reported the fault and was advised an engineer would be sent out on Monday (today). I’m now out if the country so my mum said she would sit at mine and wait.

I have this afternoon checked online to see what was happening and could see that the engineer visit had been cancelled with no email or message telling me this. I checked again online and it said an enginer came out on Saturday and fixed the problem, which is not true.  

I really need my broadband when I return on Thursday for work on Friday. I’m frustrated beyond belief. I’ve been with BT for many years and not experienced anything like this.
Ive tried reporting the fault again but I’ve just had a message up say I need to speak with someone on the phone, which is difficult as I’m in Denmark currently.

Has anybody got any ideas how I can get BT to arrange an engineer to fix thus?

[MistressMog]

Sorry about any spelling mistakes - I’ve forgotten my glasses

[iniltous]

Often failures that occur pretty soon after installation is a poor splice in the CSP (gray plastic box ) normally fitted on an outside wall ……this can normally be accessed without anyone inside the property ….so when was the last time your service checked to see if it’s working or not ? , the simplest thing to do is look at the lights on the ONT ( the white mains powered box inside the property)
If the (red) LOS light is lit (Loss of Signal) then there is definitely still an issue , if the (green) PON light is steady green then the Openreach part is fine , if it’s a flashing PON light it’s an authentication problem, but as you say the service worked for hours before failure it’s not likely to be that.

[MistressMog]

Thanks for replying. The red light is still on (according to my mum). 

the original engineer who put me in full fibre didn’t use the new Hub that was sent and said the old one was fine (to be fair it worked for about 12 hours), but I’m wondering if this has something to do with it? I’ll need to get home and swap to the new hub to check.

[iniltous · Accepted solution]

The red LOS light on the ONT is indicating the problem ( so it’s not the router ) ,basically there is no ‘light’ (or insufficient light ) being received at the ONT …this is usually a break in the optical fibre itself ( at the CSP would be my guess ) but it could also be the ONT  itself, although that is much less likely…..all you can do is report it again , normally if a fault is closed the text advising that states if the fault still exists to text something back , but if you are out of the country that may be difficult…..unfortunately there is no way to report it again via this forum you will need to call BT or possibly report the problem on line from your BT account ,