FTTP install happened... with a problem

[p11rar]

BT finally made it by today (Saturday) and performed the fibre install to the premises after needing to reschedule. After a long day here and lines run they left and said there was "an issue with the head end" and another engineer will come out. Online, the order status says 

Our engineers need more time to understand how to connect the service. As soon as they are in a position to start work they will confirm the installation date.

A quick Google search said it could be the wrong ONT was installed. I'm partly assuming because it's end of day Saturday and the engineer was ready to go home, which I understand. Has anyone had this issue before or can provide any insight on what this could be about? This appointment has been booked for weeks and weeks and it's a bit frustrating that the service was more or less fully installed and here we are still with no fibre. Do I need to request another visit or will they take care of that? Despite what the above quote says, theres another note saying "please reschedule your appointment".

[36ULW]

The Head End is equipment in the Exchange, not necessarily the one your Phone Service is Provided from and basically Provides Light for the Fibre.

I’d ignore that Google Search, Openreach use 4 Technology Types for ahead Ends, 

Huawei.

Nokia.

Adtran.

ECI, which they stopped installing years ago and are in the process of decommissioning and converting to either Nokia or Adtran.

Eventually they will phase out Huawei as well.

I highly doubt you’re on ECI.

It doesn’t matter if you’re on Huawei/Adtran/Nokia because even though Openreach prefer the Engineers use Nokia to Nokia, Huawei to Huawei and Adtran to Adtran the ONT’s for all 3 are actually interchangeable. 

There could be a whole host of issues but the three most common are;

1. You’re on the Wrong Head End Port/SASA. A Head End Port can provide service for up to 32 Circuits. Your ONT is Registered against that Particular Head End Port so if it’s routed wrong you’ll just get a flashing ONT.

2. You’re on the right Head End Port but there maybe a problem with the SFP.

3. The Light Range isn’t set correctly. People say FTTP isn’t limited by Distance like a Metallic Path but this is a myth. They have to set a Light Range from the Head End and if it’s not set correctly, i.e. it’s set to 15km but you’re 30km from the Head End you’ll most likely get a good light reading but again a Flashing ONT.

Does your ONT have a Los Light or an Alarm Light and what’s it doing?

[p11rar]

Thank you for the insight!

The engineer unplugged the power and left it off until whatever happens next, happens. Before the gentleman left the los light was illuminated but couldn't follow him beyond that. It got to 6pm and I believe this is when he tried to diagnose it but then said another engineer will be out.

Hopefully will hear something Monday/Tuesday and it'll be a quick fix on their end if your top three suggestions are the cause. We're so close to being hooked up!

[36ULW]

Unusual he left it unplugged.

If the LOS Light was Red that would mean you either have No Light from the Head End or possibly High Light of over 30dBm.

As i said, there could be dozens of reasons why there’s no Light, a Faulty CBT Port, A DIS in the Network anywhere along the line, Faulty SFP, etc.

Unfortunately Openreach tend not to train up their Engineers on everything straight away.

You’ve most likely just had what the call a CAL/OMI Engineer out, that’s Customer Apparatus Line/One Man Installer.

They’re only trained to work from the CBT, that’s the block on top of the Pole or in the Footway box to the ONT.

They aren’t trained to work in Intermediate Nodes, Splitters, etc. For that they need to be Accredited in something called, N11. You’ll probably hear that term between now and getting it sorted.

As I said though, it could be a whole host of issues, myself or anyone else on here can only second guess.

You clearly need this N11 Engineer out to sort the problem.

[p11rar]

Hopefully they can get an N11 engineer over to get it sorted quickly. Any idea how scheduling/appointments are made around that? I feel this install is 95% complete. I'm hoping this isn't another several weeks.

[36ULW]

Couldn’t say to be honest.

Depends on how busy they’re in your area and Engineer Availability.

[p11rar]

So, since my OP another engineer came from out of the blue and spent a couple hours tinkering with it before stating the issue continues to be a headend problem and that another property on the road that has fibre now has a loss of service. This was a few days ago. No word since. I have spoken to BT support online and they've filed a complaint for me and are telling me there will be a phone call on 12/12/23 with an update. Looking at the order status online, it says broadband install delayed (with original install date intact) and that digital voice activation will now be 28/12/23. 

If other subscribers in the area are now facing a loss of service you'd think they'd be out trying to fix the issue. Also, 28 December for digital voice activation?! Are you mad? I understand the Christmas holidays are coming up but a further month long delay simply is not acceptable. Will Sky disconnect our existing phone/broadband service in the interim? I will be inquiring about compensation. This service was intended to be set up for when we have extended family over later this month. Our current service cannot support the amount of users and fibre was supposed to solve that. 

I know it's comparing apples to oranges, but our family property in the States has full 1gb broadband and that was setup within a matter of minutes. I'm not an engineer, nor do I design phone or broadband services, but it blows my mind how much time this takes. When Sky initially provided our service 19 years ago it was one month to get up and running. Just unreal.

[36ULW]

OK. If it truely is a Head End problem the only things a competent N11 and N23 Accredited Engineer can do is Replace Faulty SFP’s and Replace Faulty Hydra Cables.

The actual Head End Slots/Blades will require a Specialist Team or possibly an Engineer from the Manufacturer if it’s Adtran.

Or it could possibly be something to do with the link to the 7750 Router and or Metronode, in which case it’s a BT Technology problem.