No connection, ONT lights all okay, solid orange light on hub

[imjolly]

Have you phoned the FTTP TEAM?  If you do then ensure you have the serial number of the ONT 08005874787

[Ellmps]

I’ve been trying the FTTP team since Wednesday and every single time I get put straight to BT. Is that supposed to happen?

[licquorice]

The FTTP team IS BT

[imjolly]

If you get redirected to CS because Team are busy then just hang up and try later 

Out of curiosity who did you think the FTTP TEAM were if not BT?

[Ellmps]

I understand that, but when I went through the options and finally got to speak to an advisor, the person on the phone was not FTTP

[Ellmps]

12/04/23 - Engineer came to install full fibre. Didn't work, said we needed a new HUB. Ordered one

13/04/23 - New HUB arrived...didn't work.

15/04/23 - Engineer arrived from OpenReach, spent two hours in his van doing who knows what, said it was a BT problem, left...no internet for the weekend, great! Spoke to BT later that day, they said the red cable we have (had already been sent 2) was faulty and that was the issue.

19/04/23 - red cable arrives, as does a home tech expert (we wanted an OpenReach engineer), but he spoke to someone on the phone who did some tests...no fix.

20/04/23 - OpenReach engineer called Claire came, did a load of tests with people on the phone to confirm it was not an OR issue. This involved building the profile, activation of the ONT, checking the exchange, checking for configuration errors, contacting the DCoE team to strip and rebuild the fttp service remotely and checking for duplicate builds. None of these tests fixed the issue, so her and the people on the phone think BT have marked the order as complete without doing anything on their end. BT then said they would phone between 11 and 1, no phone call. They changed the slot to between 3 and 5 but the account holder (my mother) is going to be busy.

Also found out today that a lot of people in my town are having the exact same issue, so surely someone knows something?

[Ellmps]

Also like to add that all 3 green lights on the ONT are on, but the HUB is orange

[RobbieMac]

Hi @Ellmps

Thank you for posting back!

I am so sorry for the delay with your Full Fibre activation.  I have our network specialists investigating why this is happening and I will have an update for you when I receive word back.

I'll continue to manage your complaint from here and I'll stay with you until you're happy everything is up and running.

Thanks,

Robbie

[Ellmps]

Hi @RobbieMac,

Thank you for getting back to me. The engineer said that BT have potentially messed up the order or said it was complete too early which is causing the issue.  She said that she had her team in direct team with BT wholesale to explain what they assume the issue is. We were given a reference number of the fault

Thanks,

Ellis

[lukenukem]

Looks like I’m having the exact same issue. It’s been 7 days since FTTP was installed and not had any service since. Just the solid orange light. They keep sending BT and OpenReach engineers who just scratch their heads and point to each other. 

Did you have any luck with the FTTP Team? I’ve also heard that the BT Wholesale team can hold the key?