topic Re: new install not working at all red PON light in Broadband & Landline

new install not working at all red PON light

steelywheels42 — Tue, 13 Aug 2024 13:21:01 GMT

Has anyone had any experience of how long BT openreach take to fix anything??

I had fibre installed on the 5th of August 2024 and it has not worked at all from the start, all cabling done and box inside house fitted but the PON light is red. (oh don't worry it'll activate at midnight i'm told)

engineer fitted it and shot off as quick as possible

I've spoken to a number of customer service advisors who have all been really lovely and I had been told that it could take up to the 13th of august to be fixed but that I'd been added to a priority list so not to worry.

well its the 13th and its not fixed, I've been told that an engineer attended but could fix the issue as he was qualified!

I know I'll be compensated for lack of service which is appreciated but disappointed that after 3 attempts its still not sorted and to cap it off the last customer advisor couldnt give me an idea of when it will be fixed.

feels like bt openreach are letting the side down for EE! i know if i cancel the order and go elsewhere i'm still going to have to roll the dice on bt openreach.

soo how longs a piece of string eh!

Re: new install not working at all red PON light

Mustrum — Tue, 13 Aug 2024 13:38:56 GMT

@steelywheels42 that sounds like either the ONT is faulty, or not configured at the exchange.

Guess all you can do is to keep pushing EE who in turn will push Openreach.

Hopefully it will get sorted soon.

Re: new install not working at all red PON light

steelywheels42 — Tue, 13 Aug 2024 13:45:56 GMT

Thankyou for comfirming what I thought!

its been a bit of a mess really, first engineer could have just said there was a problem with the line.

2nd engineer said line from house to pole in street is fine so its either cable under the street or connection at the CAB (i assume this is the exchange?)

feels like openreach are fobbing EE off a bit (i do understand they have a bit of a monopoly on fibre)

fingers crossed its sorted before my current providers services end!

Re: new install not working at all red PON light

JimM11 — Tue, 13 Aug 2024 14:03:19 GMT

@steelywheels42 If your current provider is also part of the one touch system EE may be able to keep you going as is until it is all sorted, sometimes things go wrong and it takes a fair amount of time to get it all fixed!

Re: new install not working at all red PON light

Mustrum — Tue, 13 Aug 2024 14:03:58 GMT

@steelywheels42 who is your current provider?

Re: new install not working at all red PON light

steelywheels42 — Tue, 13 Aug 2024 18:16:03 GMT

Virgin media is current provider

Re: new install not working at all red PON light

Mustrum — Tue, 13 Aug 2024 18:33:44 GMT

Thanks @steelywheels42 I do hope you have allowed sufficient time for Openreach to get their act together, or can extend service with VM if needed.

Any news from EE today?

Re: new install not working at all red PON light

steelywheels42 — Tue, 13 Aug 2024 20:28:17 GMT

I had thought that I had with my current services due to end the 24th August.

Latest news from call with EE earlier this evening was that open reach saying repair could take up to 30 days from today.

I naively thought that leaving couple of weeks cross over would more than cover any hold ups.

Am due a call from EE with update re open reach on Saturday 17th fair to say I'm not holding my breath.

Re: new install not working at all red PON light

Mustrum — Tue, 13 Aug 2024 20:45:36 GMT

@steelywheels42 that sounds like there is some kind of major issue. I wonder if they have run out of capacity somewhere or there is a blockage. They must know what the issue is, apart from anything it should be costing lots of compensation, so someone somewhere will be hurting!

Can you have a look at the BTW DSL Checker for your address and post the whole table in desktop mode - not mobile phone version, obscuring your address, it may give some clues. https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Were it me I would be trying to extend with VM if possible, and although it take your time, perhaps an official complaint, and more frequent updates at least until you get to the bottom if the issue.

Re: new install not working at all red PON light

steelywheels42 — Tue, 13 Aug 2024 21:12:00 GMT

Hi thanks for all your replies, it's is appreciated 👍

I'm on mobile at the moment but will post details from the checker in the morning.

Is there anything in particular I should look out that would be a major issue on the checker??

WBC fttp is showing as available and the fttp install process is 1 stage.

The exchange is not in a current fibre priority programme

ONT exists with no active service. A spare port is available. A new ONT may be ordered.

Re: new install not working at all red PON light

Mustrum — Tue, 13 Aug 2024 21:08:42 GMT

@steelywheels42 the extreme right of the table will show if there is a waiting list under each product, the text at the bottom will have a line saying how the connection is due to be made and if there is an issue with access - or not hopefully!

Once you have seen the table if you understand any of it, I am sure we can explain if it makes no sense.

Re: new install not working at all red PON light

Mustrum — Tue, 13 Aug 2024 21:16:51 GMT

@steelywheels42 just read your edit, alas all look ok, so back to plan a, chase EE for answers.

Re: new install not working at all red PON light

steelywheels42 — Tue, 13 Aug 2024 21:29:56 GMT

Thanks so for all the VDSL and GFast products WBC fttc is showing as unavailable but they do show as available or green under the WBC SOGEA.

No sign of any waiting list but that might be because I'm on mobile, I can see six columns of data listing

Re: new install not working at all red PON light

steelywheels42 — Tue, 13 Aug 2024 21:33:02 GMT

Haha cheers I missed your message as was flitting between tabs making sure I'd typed everything down correctly! Really appreciate your time and bearing with me

Yes complaint has been raised with EE so will see what pans out

I'm sure VM will be VM - have had a thought that can hotspot off my mobile for internet if needs be

Thanks again for all your help !

Re: new install not working at all red PON light

Mustrum — Tue, 13 Aug 2024 21:41:10 GMT

@steelywheels42 WBC FTTP is showing as available and 1 stage install process is the one you are interested in, and you already have the ONT as mentioned in your earlier post - where it says you can order another connection!!

Yes you can use your mobile as a hotspot, but EE also do mobile broadband, they have been known to supply customers these free whilst broadband service is not available. If you don't ask = you know the drill.!

Re: new install not working at all red PON light

steelywheels42 — Wed, 14 Aug 2024 10:07:38 GMT

@Mustrum fab i thought that is what it meant

yep i'm in touch with EE to see what can be done and chasing update on everything

thanks again for all your help!

Re: new install not working at all red PON light

steelywheels42 — Wed, 21 Aug 2024 07:50:31 GMT

just thought I'd update with the latest developments.

had more promised dates of broadband being commissioned with engineer visits on 16th and 19th august checking fibre at pole (still no broadband) and now its back with the planning team as further work needed (seems they not listening to their own engineers who've said its cabling from cabinet to pole that is the problem).

EE sending a mobile broadband in the meantime i've been told it could take up to 14 days to get an update from BT openreach about when works might take place (but be prepared to wait potentially 30 days).

happy days eh am at point of wondering if would it be quicker to place an order for broadband with an alternative supplier (would a new line order get sorted quicker than this "repair")

guess will see how the mobile broadband works out.

Re: new install not working at all red PON light

JimM11 — Wed, 21 Aug 2024 08:05:41 GMT

@steelywheels42 Your pole CBT must be really full and probably no spare connections or the engineer's would have swapped over to test fibre from exchange to the pole.

Re: new install not working at all red PON light

Mustrum — Wed, 21 Aug 2024 08:17:17 GMT

@steelywheels42 it might be worth another look at the BTW DSL checker to see if it is showing a Waiting list.

Otherwise as before there some major problem, but I do not understand why EE are not saying what the issue is.

Alas anyone else who uses the Openrach network is likley to suffer the same delays.

Did you manage to keep hold of VM for a bit longer?

Re: new install not working at all red PON light

steelywheels42 — Wed, 21 Aug 2024 08:21:59 GMT

@JimM11

maybe but you'd think a pole could have more that 3 connections