Fttp from copper problems since December

[Minionbanana]

Hi, yes bt have submitted a request to openreach

[Minionbanana]

They were broadband and copper customers, otn is working fine and all lights are on, as mentioned they have been receiving a nominal broadband speed.

Hub manager has stated not configured since the day they started up the full fibre, activation day came and went and all the issues outlined in first post in-between.

Bear with me on this but 

So if bt only have the GPON registered their side as the serial number then that would not impact the order or service?

The actual Serial number on the ont is irrelevant?

[licquorice]

Don't try to second guess what BT do or do not require. All that BT need to know is your Digital Voice is not configured correctly and they need to resolve it. All the talk of serial numbers is just a red herring if your broadband is working correctly.

I have moved your post to a more appropriate board as it is a DV problem rather than broadband.

[iniltous]

No , that’s the opposite of what’s the case , only the serial number is needed for the headend to ‘talk’ to the ONT , the other numbers are manufacturing numbers or whatever and serve no purpose regarding authentication….in your case the serial number must be recorded correctly otherwise the PON light would flash indicating no authentication .

The ISP can ‘see’ the serial number that Openreach have recorded , although it’s not really for their use …but it’s a simple check , if for example someone ordered service for an address that had FTTP installed before they moved in , but it didn’t work on the day they arranged , the ISP may say , can you read out the serial number on the ONT to make sure Openreach records and the physical ONT match up,

say as an (unlikely) example, a house having two flats , both have ONTs but somehow they were swapped around  , flat 1 having flat 2’s ONT serial number recorded and vice versa, this would be a simple check , but that’s all it is , the ISP not responsible for that , Openreach is .

Once the serial number is authenticated, the headend knows that a particular ONT serial number is associated with a particular ISP network, so sends the data to and from the correct ISP network via the ISP interconnections , if there were any concerns with the ONT it’s a simple job to swap it with a new one ….it was quite common for people moving into addresses with FTTP already fitted to not have an ONT because the previous occupant took it with them (in fact Openreach now put a sticker on the ONT saying , ‘moving house ?, please leave me here ‘ but it’s simple in thise cases to put a new ONT in place and update the OLT with the new ONT serial number …if it’s a concern ask for the ONT to be replaced by Openreach 

[Minionbanana]

Thank you, problem is been at this for a month and since they installed full fibre, they have not been able to action sny new contract, activate digital voice or provide contract broadband.

Probably spent close to 16 hours on the phone, ghosted by 2 x technical support who would call back on given days and parents were just pushed to sales team.

Each time they stated it would be up by x date, I don't know what they can do to fix it, seem very reluctant to send an engineer and want to resolve over phone but give no identification of problem and how it will be resolved 

[WSH]

As Licquorice says, talk of the serial number is irrelevant.  If the ONT lights are green then it is connected, so the serial number must be correct.

I think what is confusing you is the Openreach/BT confusion that people still have today.  They have been separate companies for many years now, (at OFCOM’s insistence).

Openreach will have the serial number as the physical connection is their business and they need it for the OLT at the fibre exchange.

BT provide your service and probably don’t have that number as they don’t need it.

It sounds as though the service is at fault, not the physical connection and so the serial number is not relevant.  If so, it is a software problem and so they won't send an engineer to the premises, as that would not be needed.

[Minionbanana]

Thank you, this makes some sense, it's just very very confusing for me especially as I'm trying to sort out a problem from distance 

In very lay terms this is the ont what is the reference number bt would need to provide a unique customer package which are generic

[Minionbanana]

Thank you makes sense

[licquorice]

Forget all about the ONT, the problem is not a physical one, DV has not been configured by BT.

I will flag your problem to the mods although they don't have account access they may be able to expedite matters.

[Christopher_G]

Hi @Minionbanana 

Welcome to the community.

I know you're getting some really helpful support here from @licquorice, @iniltous and @WSH. I'm just concerned by the length of time your parents have been having this problem for, and that you feel you're not getting the support you need from us. 

I've sent you a private message, just to try and get you some help.

Chris