BT and Openreach cannot get brand new fibre install to work

[naylor2006]

Hey, what was the solution to this problem?

I have a brand new FTTP installation with another ISP and have the same issue, ONT showing PON fine just no LAN, even though I have connected many different devices to the ONT LAN port to check, none connect and light up to indicate that the LAN port will work.

So my ISP keeps telling me to reset my router but this wont do anything, just wonder for my own peace of mind what solved your issue?

[Keith_Beddoe · Accepted solution]

@naylor2006 

Welcome to this user forum for BT Retail phone and broadband customers.

You need to deal  with your own ISP and get them to contact Openreach.

You could post on your ISPs forum.

[naylor2006]

Hi Keith.

I understand that, my ISP are looking into it and Openreach are also.

But curiosity is there and I was just asking if for my own research the chap could let me know what solved the problem.

Thing is there is a very weird long standing issue with my post code and town, BT Wholesale availability checker does not reflect that FTTP is available but Openreach do. Therefore I literally cant order from BT Retail but I have tried and currently your executive team are dealing with the reasons behind FTTP not being available for BS21 7XT and neighbouring postcodes. They have been working on it for 9 weeks now.

Yesterday after somewhat giving up and ordering from another ISP Openreach came to install an ONT because nearly all the other ISP's who use Openreach reflect that I can order FTTP.

I have a solid PON light and no LAN light and the ISP said Openreach have mentioned there is some issue, but this is not what Openreach told me when they finished the install yesterday, they said light was fine.

So all I am doing is trying to research for my own sanity how this issue gets solved normally because I have the issue on my mind that BT say I cannot get FTTP, Openreach say I can and Sky, TalkTalk and Vodafone say I can and I have successfully ordered. For the wider FTTP community it would be cool to know what fixed the chaps issue.

[Keith_Beddoe]

No LAN means that there is no connection between the ONT and your router, or a faulty router.

Try posting on your ISPs forum, as someone there may be able to help.

[naylor2006]

Yeah ive done that too, tried two routers, even connected to a laptop and the NIC does not light up on the laptop or ONT.

Vodafone are saying its because there is a delay in activating the line and there is a light issue, but I have PON which reflects I have authentication with the exchange. 

So I am just googling who else has this issue to figure out how long I might be without internet as I am completely without now as my phone line is gone. This is not BT's issue, but I am looking at the wider community to check for information.

[rbz5416]

It's just a link light, confirming a connection between  two active LAN ports. Assuming that there's nothing obstructing an RJ45 from clicking home when inserted, sounds like a faulty ONT. So I'm baffled as to why Openreach would have walked away without trying a replacement, unless it was close to lunch/dinner/pub time...

Have you tried powering it down for a while? Can't see it making any difference but I've nothing else to offer!

[naylor2006]

Im worried its a faulty ONT, at the same time Im also worried that the line wont go active because of it, IE the ISP cannot see the Router at the other end.

It was MJQuinn who did the work, contractor there helping Openreach I assume, they had 'Working with Openreach' on the van and have Openreach ONT's, the small 2.5G one he said, looks to me like the Nokia one, I assume the RJ45 port can negotiate a 1Gbit sync, would be stupid if that was the issue.

To elaborate briefly, if I reboot the ONT (power cycle it) the LAN light does flash, in fact activity shows on the router for a few seconds, the LAN light however goes out and stays out as soon as the PON light goes solid. Its weird.

Im with you guys, surely the link lights would just be on but there would be no PPPOE until the broadband is activated.

The engineers just left saying if there is light then the rest is going to happen remotely, I asked about the LAN light and he just said that would come on one it was activated.

Personally im putting money on a faulty ONT....but Openreach are investigating a light issue. Ive been trawling the net trying to find folks who have solid PON but no LAN after new installs, which is why I am here.

There's not alot I can do because Vodafone have openreach investigating at the moment and I cant control that but I just trying to find out more.

[rbz5416]

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@naylor2006wrote:

It was MJQuinn who did the work

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They don't have the best reputation & I believe have time constraints on the job. So running away from an incomplete installation isn't too surprising. He gets paid & someone else gets to pick up the pieces.

Hope his spurs didn't damage your flooring...

[naylor2006]

Just did a little more probing into it.

If I boot the ONT up without the fibre plugged in I get a solid LAN light, of course I get a red LOS light but the LAN will stay there and  I just get told its an unidentified network....as soon as I plug the Fibre back and it goes solid the LAN light goes off. So weird...

[Keith_Beddoe]

@naylor2006 

Try the Vodaphone forum https://forum.vodafone.co.uk/