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timesprout
Newbie
231 Views
Message 1 of 5

Moving to house with FTTP: is it meant to be this hard?

We moved house last wednesday, and were excited that our new house had FTTP. A new router arrived before us, and when I connected it up on the day of the move it all worked beatifully.

 

The day after, the light on the router had gone red.

 

I've been on the phone to the support number every day since, and am routinely fobbed off with "it will definitely be working by midnight....", I've also been told variously that there's a problem with the order, there's a problem with the line, there's a problem with the router, a specialist is going to call back (they never do) etc. etc. 

 

The online order tracker shows that I now have two orders: one is open (yet it thinks that the broadband service has been successfully configured) the other is closed (but thinks the broadband service has *not* been configured).

 

Meanwhile, some other independent system keeps sending me chirpy emails telling me that my broadband service is ready to use. But it never is.

 

Is this normal? Given that it was working on day 1, surely somebody just has to click a button to re-enable it. I can't understand why, 5 days later, they still can't manage it. 

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Distinguished Sage
Distinguished Sage
226 Views
Message 2 of 5

Re: Moving to house with FTTP: is it meant to be this hard?

all FTTP enquiries are handled by the dedicated FTTP team on 08005874787   unfortunately the forum mods cannot help with FTTP



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timesprout
Newbie
186 Views
Message 3 of 5

Re: Moving to house with FTTP: is it meant to be this hard?

Thanks - rang that number about 4 times this evening, and did a lot of diagnostic calisthenics for their amusement.  Conclusion: my modem "has the wrong serial number" and an engineer must visit.

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Distinguished Guru
Distinguished Guru
181 Views
Message 4 of 5

Re: Moving to house with FTTP: is it meant to be this hard?

Is the PON light on the ONT (modem) a solid green or flashing?

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jjaann
Aspiring Contributor
163 Views
Message 5 of 5

Re: Moving to house with FTTP: is it meant to be this hard?

Hi @timesprout not that it helps but the answer to your question in the subject is YES. Can I assume you live in a block of flats which had FTTP installed at the time of construction? And yes trying to solve any issue with FTTP is really difficult, most of the time it takes ages before you get to anyone who's actually qualified for FTTP and then those people don't seem to have (at least to me) a lot of connection with the rest of BT/Openreach hence getting any coordinated action going is really frustrating.

One thing I did learn always mention you're FTTP otherwise you might end up wasting a lot of time with FTTC or non-fibre qualified people.

 

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