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Ellmps
Contributor

on ‎20-04-2023 20h48

1,352 Views
Message 21 of 32

Re: Why can't I get a hold of BT regarding my failed full fibre installation over a week ago?

I can never get through to the FTTP team, just always puts me through to CS.

 

BT also don’t phone us when they’ve booked a time slot for a phone call either so I can’t get any updates 

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lukenukem
Beginner

on ‎20-04-2023 21h05

1,341 Views
Message 22 of 32

Re: Why can't I get a hold of BT regarding my failed full fibre installation over a week ago?

I spoke to the cancellations team today who “spoke” with the Full Fibre team. They stated that everything looked ok their side. They also spoke to another team, something like First Care?! They said there were some irregularities in the setup, but all still seemed ok.

OpenReach engineer tomorrow .. probably going to shrug and pass the book back to BT!
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Ellmps
Contributor

on ‎20-04-2023 23h49

1,325 Views
Message 23 of 32

Re: Why can't I get a hold of BT regarding my failed full fibre installation over a week ago?

Let me know how it goes! If it gets fixed, let me know how it was fixed so I can give it to the next engineer I imagine I’ll be having

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Ellmps
Contributor

on ‎21-04-2023 9h34

1,297 Views
Message 24 of 32

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

Is it possible to get someone else in charge of this case? Preferably someone that's not afraid to communicate? Thanks

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lukenukem
Beginner

on ‎21-04-2023 9h44

1,291 Views
Message 25 of 32

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

Ok, update. 

I’m up and running. The OpenReach engineer had to contact 2nd Line Support and speak to the “Tiger” team (how many different teams does there need to be). They had to completely rebuild my connection. The reason was because the original OpenReach Engineer had to connect me up to a different pylon due to the other one being in an unsuitable location. When he changed the connection point for my property it needed to be rebuilt .. so he should have made this call to 2nd line support or the Tiger team at the start. 

that’s worked for me

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Ellmps
Contributor

on ‎21-04-2023 9h59

1,280 Views
Message 26 of 32

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

I'm glad that it's all sorted! I'll ask the next engineer to phone that team, which I guess will be Monday now if they don't work weekends! 

Enjoy your internet

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lukenukem
Beginner

on ‎21-04-2023 10h09

1,276 Views
Message 27 of 32

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

Just make sure that you ask for a Senior OpenReach Engineer. They should know all about the 2nd Line and Tiger team. Seems as though the OR engineer who installed everything wasn’t aware
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Ellmps
Contributor

on ‎21-04-2023 10h22

1,270 Views
Message 28 of 32

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

Our engineer yesterday did speak to the 2nd line team, they're the ones that came to a conclusion it was a BT problem. However, nobody at BT seems to want to communicate anything with us

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Ellmps
Contributor

on ‎22-04-2023 18h49

1,210 Views
Message 29 of 32

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

Another phone appointment from BT that they have missed. @RobbieMac this has happened since you’ve taken over the case. What gives? Was told by yourself that you were in work this afternoon as well.

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RobbieMac
Moderator-Retired

on ‎22-04-2023 19h11

1,204 Views
Message 30 of 32

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

Hi @Ellmps

Thanks for posting back.

I've sent you a message privately about this.

Thanks,

Robbie

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