Help Reporting Our FTTP Fault.

[caravanj]

This morning, after blaming Alexa, I found that the fault lay with our ONT box as the PON light is red.

For the time being I'm tethering to my mobile phone & I have contacted BT's helpline but, as many people find, it connected me to the general support with an estimated 20 minute wait time & at the moment I'm wanting to conserve as much mobile phone battery as I can.

Would it be possible for one of the mods to contact the FTTP team on my behalf please?

Thanks for any help.

Just realised I've posted in the wrong section.

[Keith_Beddoe]

Have you tried the live chat link?

There is also a text number as well.

Text HELP to 61998 (charges may apply at your standard rate).

• We’ll run tests on your connection to find out what’s going on.
• If you need an engineer, we’ll text you in 15 minutes to book a slot.
• If you don’t need an engineer, our brilliant UK and Ireland based team will call you within 30 minutes to help solve your issue.

Monday to Friday, 8am to 9pm, Weekends and bank holidays, 8am to 8pm

You have FTTP not FTTC, but its the same board for both.

The mods would not be able to help with this, as their advice would be the same.

[36ULW]

If you have an ONT then you don’t have FTTC, you have FTTP.

[caravanj]

Yes, it was a typo error so I've changed it to show FTTP.

[caravanj · Accepted solution]

I rang the helpline again & chose the line test function & the ONT box is now working again so whether it was a now corrected headend problem or just a coincidence I don't know. 

Anyway it's the first blip since it was installed in October 2023 which isn't bad.

Thanks for all your advice.

[Keith_Beddoe]

The auto test bots are quite clever, and may well have identified and fixed the link.

[caravanj]

Yes, I was quite impressed by it. I did get a spoken message that a fault had been found & that an Openreach engineer could attend at 8:00 on Wednesday which, fortunately, I didn't select.

I'm very satisfied with how the system worked.