Fttp from copper problems since December

[Minionbanana]

hi all

In December my very elderly parents were told copper was ending and had to go full fibre 

They are very, very dependent on the home phone 

Engineers came from openreach and installed all the kit and is all physically working, transition was meant be seamless but have now been without their phone line for a month.

Have been present when all calls made and order was auto cancelled, re-ordeed then auto cancelled again, sales rep opening a new account will solve it 100% as system was playing up, date passed and they called stating having difficulty migrating number and more delays.

Been heavily researching comparable issues on line and one that comes up fairly regularly is incorrect serial number from ont box

I checked with the help team and they have the GPON number registered as the serial number as opposed to the unique ont serial number 

Our ont has a gpon, serial and mac number 

My uneducated understanding is Global Passive Optical Network number is not unique is for a service cluster but the actual Serial number on ont is unique and will supply the isp specific service 

Anyone with a better understanding than myself could the Engineer registering the gpon over the unique serial number be the cause of everything?

The fttp team seemed confident this could be the cause 

Running out of ideas now and it is having a massive negative health impact on my father.

Currently in the middle of trying to resolve and will be getting a call next week 

When it all gets sorted I'll write a timeline so it can help others

All feedback welcome 

Thank you

[WSH]

Does the broadband work, (and the problem is just the phone)?  If so, the serial number will be correct.

[WSH]

If it is just the phone and the broadband works, have they moved the phone plug from the socket on the wall to the green socket on the back of the Smart Hub 2?

[licquorice]

Does the hub manager show a phone number or 'not configured' ?

[Minionbanana]

Phone shows not configured 

[licquorice]

Then only BT customer services can resolve it.

[Minionbanana]

The broadband works but technically we don't have an active package, old one was cancelled when account closed and every order since on old account auto closed

New order on new account open but cannot complete at the moment we should be on ff300 with digital voice

we are just getting a random 5mbs

Openreach seem to not be able to port number over and bt cannot start new package

I asked adviser what ont number they should have registered and ran through gpon number serial number and mac 

They had gpon number as serial number but it needs to be the number beginning S/N which is different from the gpon 

Tried absolutely everything either the hub etc, done everything locally hardware side

[Minionbanana]

Yep all this is done

[WSH]

I think there might be confusion with the serial number business.

I might be wrong here, as it's not my field, but I suspect it is Openreach that need the serial number to enter into the OLT at the Fibre Handover.  BT would not need that number and so would not have it.  All they would have is a reference number.

[iniltous]

You have a few misconceptions, the ONT serial number is used to authenticate the ONT onto the OLT ( the headend equipment) this is Openreach equipment and although the ISP can ‘see’ this , it’s not their concern unless the customer reads out a serial number that doesn’t match , thus really coukd only be an issue if the customer got a OBT from Ebay for example and connected it themselves…Openreach use an application on their works device that scans the bar code and sends the information to OR , its not anything to do with an individual ISP , and if it were unsuccessful the PON light on the ONT would flash , if it’s steady green then the authentication is done and successful (with the correct ONT serial number ) , so any concern regarding numbers on the ONT is misplaced .

GPON is just Gigabit Passive Optical Network and simply describes the transmission standard any GPON number on the ONT is irrelevant.

Were your parents already broadband customers or was broadband being provided ‘for free’ just to maintain a phone service , so in effect they are still phone only customers, they just happen to have a broadband router that is of no use apart from it provides a place to connect the landline phone instrument ?

In this case it’s the status of the router that’s probably most important , if the light on the router shows connected to the internet but there is no telephone service (and you have apparently checked the router stats to see if the phone shows as configured or not )  , then it’s an account issue …and possibly if broadband was provided for free , that may be the issue as other systems may fail if there is no one paying for broadband.

FWIW , it’s not possible to enter the wrong number from the ONT into the headend , the format and header on the serial number are necessary, and if it were possible to scan the wrong information, then the authentication could never take place , so if that’s your concern, check the PON light , if it’s steady green then it’s fine .