OR engineer saying FTTP working when it wasn’t. Now cut off

[RJB1A]

My BT BB contract was up for renewal and I was only offered Full Fibre instead of my current part fibre.

OR engineer attended and fitted ONT. When he plugged in Smart Hub the PON light was flashing. He acknowledged a fault but said it would rectify itself shortly and he would call back to check. He never called back and it never started working.

Complaint raised with BT to get it fixed and Smart Hub plugged back into old phone socket so we still had BB.

6-days later the engineer updated the order as complete and in full working order. I received a message from BT to start using the full fibre line and 30-seconds later my old phone line BB was disconnected. However, the fault hadn’t been fixed so I was then without any BB from either source. Did the engineer make this false update for KPI or payment reasons? No idea.

BT complaints dept are only interested in getting the new Full Fibre working. They have sent out EE mini hubs but I suspect they are refurbished as they overheat and don’t work reliably.

I accept the new FTTP needs fixing by OR. But why is it impossible to get anyone to acknowledge the mistake made in the engineers report and switch my FTTC back on in the interim. This option has been described as impossible by BT complaints who say to get it switched back on would require a new order and OR could refuse this. I don’t want a new order, I just want OR to acknowledge the error and rectify it in the short term, then switch it off again when (if) the FTTP ever gets fixed.

Has anyone experienced similar and know of any way I can get my FTTC switched back on? I assume OR are breaking all sorts of guarantees and service level agreements but BT don’t seem to want to go there.

Thanks

[WSH]

They won’t turn FTTC back on as they are trying to remove it, so the policy is basically no going back.

The flashing PON could be a number of things but one of the common ones in situations like this is that the wrong serial number has been registered.  I don’t know if BT can see the serial number on record or whether they’d have to pass it to OR, but it might be worth giving them a ring and seeing if the serial number on the ONT agrees with the one on record.

Oh, and I think you may be disappointed at the service levels that apply to domestic contracts.

[Moonalesca]

I can confirm that BT does have access to the expected serial number of the ONT. If it doesn't match what's on the unit the customer has, I believe a quick chat with Openreach from BT's end can get that updated quite quickly while the customer is on the phone. One thing is for certain though: the engineer categorically should not have left the property until either the broadband was working or had put a resolution in place to get it fixed.

[RJB1A]

Thanks for the responses.

Spoke to BT Complaints this morning who have actually got OR to agree to a temporary order for FTTC. She was surprised they agreed but I guess someone saw the error of their engineer. Still needs a full order and a start date so not out of the woods yet.

If that gets reinstated they can take all the time in the world faffing around d with the FTTP.

Thanks for letting me vent.

[imjolly]

@RJB1A 

please update if you do manage to get your FTTC connection re-instated as that would be unusual and will help others

[iniltous]

As stated , be interesting to see if you actually get your WLR service restored in the post stop sell world , there were always some exemptions to the blanket ban on WLR ,   but these are being reduced not extended,  FYI , March 2025 was when some exemptions were withdrawn so since then even less chance of getting WLR provided (and if your service was cased a provision is the only way to restore it ) , plus the fact that you have been given a mobile 4G device to tide you over the transition to FTTP , it will be surprising if you do get your FTTC restored….its much more likely, given that the PON light flashing indicates the FTTP physical connection is fine and it’s  simply a data issue stopping authentication , then getting your FTTP up and running is the obvious solution and is much more likely to be the way forward, but if you do get FTTC back , as stated, let the forum know .

[RJB1A · Accepted solution]

Update

Yesterday afternoon, the ONT lights all stabilised. I plugged in the Smart Hub and had excellent BB. An automated text from OR said BB was up and running. So it appears it was a simple fix after all.

Today, the lady from BT rang, unaware of the update. She said the order for copper was scheduled for 7 July activation and the outstanding fibre order had a date of 14 July for fix and activation. I told her everything was now working so she says has cancelled the copper order. It means I don’t get to test if reactivation would have actually occurred.

Hopefully all now working with no further issues.

[Moonalesca]

Thank you for the update! Hopefully all will be well moving forward. Enjoy your new fibre!