topic Re: Full Fibre upgrade left me with no broadband – ONT provisioning / fault status in Broadband & Landline

Full Fibre upgrade left me with no broadband – ONT provisioning / fault status

DonutDevBen — Sun, 23 Aug 2026 11:51:13 GMT

I’m hoping someone here may be able to shed some light on what is actually happening with my broadband upgrade, because at the moment EE/Openreach seem to be treating several different issues as though they are unrelated.

I was due to be upgraded on Friday 21 August from my existing 900 Mbps Full Fibre service to the new 1.6 Gbps service. This required an Openreach engineer visit and replacement of my ONT.

The engineer attended and replaced the ONT with an ADTRAN SDX601q. However, when he contacted his office to activate it, he was told that the KCI2 information was missing from the order and that he could not complete activation until the supplier had corrected the order. He therefore left with the new ONT installed but, as far as I am aware, not successfully activated.

My broadband has been completely offline ever since.

The new ONT currently shows:

Power: solid green
PON: continuously flashing
LOS: off

This appears consistent with the ONT seeing the fibre network but failing to complete registration/verification.

I contacted EE several times. Initially I was taken through the usual home troubleshooting, including being asked to replace my own Cat 6 Ethernet cable between the ONT and EE Hub with the supplied Cat 5e cable, despite the failure having started immediately after the ONT replacement.

I kept explaining that I believed this was a provisioning issue rather than a home-network problem.

Today I contacted EE again and specifically asked them to check that the provisioning information contained the serial number of the replacement ONT. I supplied the new ONT details and, after checking with engineering, the adviser told me:

“Modem number is corrected.”

That seems to confirm that the replacement ONT information was not previously correct on the service.

I was then told that there is also an outage at the exchange affecting the whole area and that this is preventing the service from activating. EE advised that engineers are working on it and that an update should be available within 24–48 hours.

The EE app subsequently did show a broadband problem in my area, although it bizarrely showed an expected fix time of 10pm on 21 August despite being updated on 23 August.

What makes things more confusing is that my EE account now shows the broadband fault as:

“Fault fixed”

It says:

“After our engineer visited you, we ran some more tests and your connection is now working well.”

This is definitely not correct. I still have no broadband connection and the PON light is still flashing.

The account also says the engineer visited to fix the problem, when the engineer was actually attending for the planned 1.6 Gbps upgrade and was unable to complete activation.

There is another complication: the upgraded service appears to have been created under a different account number. Previous EE advisers could not initially see the upgrade at all on my account, which makes me wonder whether the order and provisioning records have become separated somewhere in the process.

So at the moment the sequence appears to be:

900 Mbps broadband working normally
→ 1.6 Gbps upgrade ordered
→ engineer replaces ONT
→ engineer cannot activate it because KCI2 is missing
→ broadband goes completely offline
→ EE later corrects the ONT/modem number
→ EE reports a separate exchange outage
→ EE account incorrectly marks my broadband fault as fixed
→ ONT still has flashing PON and I still have no broadband.

EE have supplied me with a Mini Hub as a temporary connection, but unfortunately the mobile signal here is poor and the speeds are extremely slow, so it is not really an adequate replacement for a 900 Mbps/1.6 Gbps fibre connection.

A complaint is currently open and EE have said they will follow up on 26 August.

Has anyone experienced something similar after an ONT replacement or speed upgrade?

In particular, does a continuously flashing PON light with LOS off after an ONT swap normally indicate that the new ONT still has not been correctly registered/provisioned against the FTTP circuit?

I’m concerned that the original provisioning problem may now be getting hidden behind an automatically closed broadband fault and the separate exchange outage.

Re: Full Fibre upgrade left me with no broadband – ONT provisioning / fault status

JimM11 — Sun, 23 Aug 2026 13:16:43 GMT

@DonutDevBen Until OR activates the ONT and it stops flashing then goes solid Green you have NO connection at all.

Yes your ONT is NOT provisioned on the Fibre connection, Fibre should be good as you had FF900 before hand.

Do you have two accounts? perhaps and older EE one from before? Only EE CS can tell you what is going on no one else.

You could power the ONT off for 5 minutes, ethernet for the Hub disconnected, when it goes back on and not a solid Green for PON then time to call EE CS again.

Is your PON flashing RED or flashing GREEN?

Re: Full Fibre upgrade left me with no broadband – ONT provisioning / fault status

DonutDevBen — Sun, 23 Aug 2026 14:07:02 GMT

I SHOULD only have one account and on that account I have 2 mobile sim plans, one connected watch and one fibre line.

what seems to have happened is when I “upgraded” from FF900 to FF1600 a second account was set up.

Power is solid green
PON is flashing green

LOS is not lit at all

LAN lights when powered up or reset briefly but goes off when no network is found.

Im certain its a provisioning issue but now they’ve complicated everything with a second account number, I have no idea which the ONT is assigned to even though sent them the serial numbers and photos of the box and described the issue, their explanations don’t fill me with confidence. I just wondered if anyone had been in the same situation.

Re: Full Fibre upgrade left me with no broadband – ONT provisioning / fault status

JimM11 — Sun, 23 Aug 2026 15:02:59 GMT

@DonutDevBen The last OP that did exactly the same as you was advised that there is NO UPGRADE path from FF900 to FF1600, cancel the old and go with the new and down hard for over two weeks, not sure were they go to in the end did reach out but they never responded, might not have seen the prompt to them, will try to find again and add to see post below if you want to go read it. @LisaN_88

Solved: Being told i can't have 1.6gbs full fibre as im not a "new" customer? - The EE Community

Ubiquiti Wifi7 Home Setup upgrade help - The EE Community

Edit:- Did you try the ONT off but it will require time to be off, when OR see it back on the connection and the serial number matches to there details then EE see's it online and it is profiled/provisioned by both Green should stop flashing, if it does not then an Engineer may be required to set it all up again from scratch.

Re: Full Fibre upgrade left me with no broadband – ONT provisioning / fault status

DonutDevBen — Sun, 23 Aug 2026 16:24:43 GMT

That’s very interesting about there being no upgrade path and I’ll look into it more thank you.

I did turn the power off to the ONT for about an hour and oddly the LAN light has now stayed lit solid green but the PON is still flashing green so I’ll give it until tomorrow and chase them again.

Re: Full Fibre upgrade left me with no broadband – ONT provisioning / fault status

L8Again — Mon, 24 Aug 2026 11:53:26 GMT

I joined EE 10 days ago and the OR engineer came to replace the ONT for my 1.6Gbps service. He left after 2 1/2 hrs. ÀFter installing the new ONT, he told me that it had firmware updated but that he couldn’t get a connection. He made 3 long phone calls to Support in India. They were unable to fit the problem and they eventually agreed that he could refer the problem to 2nd Line Support in the UK. They removed a Tag on the line and the ONT appeared to be functioning. Sadly, only at 300Mbps.

It took EE a further day and a half to re-provision the surface after first trying to say that there wasn’t a fault.

Everything now seems to be working as it should.

Re: Full Fibre upgrade left me with no broadband – ONT provisioning / fault status

DonutDevBen — Mon, 24 Aug 2026 12:35:12 GMT

The engineer that fitted the new ONT was a contractor working on behalf of OR, it was a call centre in India that he spoke to who advised that the KCI2 was missing and that was the reason the line could not be activated in my case.

unfortunately the line is still inactive and I am relying on a temporary EE mobile mini hub for my internet connection and I’m stuck waiting for OR to investigate.

Re: Full Fibre upgrade left me with no broadband – ONT provisioning / fault status

JimM11 — Mon, 24 Aug 2026 13:08:36 GMT

@L8Again @DonutDevBen There is a difference for a new customer as against an existing EE Customer going up to the 1.6Gb/s service, at the end off the day all the support 1st Line is to India, they control all off the New Installations for FTTP product, does frustrate the OR Ground staff but that is just were they have to go.

Contractor's or not, they will be fully trained on all aspect's of FTTP install's but when the provisioning does not go as expected then support and activation is all down to calling OR India for fixing....

The EE Profile from 300Mb/s to 1.6Gb/s may have just been that the system was running at it's lowest restricted fall back, for 1.6Gb/s do think that is around the speed you got.

Re: Full Fibre upgrade left me with no broadband – ONT provisioning / fault status

DonutDevBen — Tue, 25 Aug 2026 15:17:49 GMT

I now have a working connection.

At midnight last night I ran the “Test my connection” on the EE app which of course reported a problem. After skipping the troubleshooting steps I was given the option to book an engineer visit and booked one for between 8-1 today.

This time an actual OR engineer arrived and after a couple of phone calls he was able to enable my ONT which then connected properly.

He did then have an issue closing the job but the service was restored and everything is working as it should. The issue was just that the line was not correctly provisioned with the new ONT.

Re: Full Fibre upgrade left me with no broadband – ONT provisioning / fault status

JimM11 — Tue, 25 Aug 2026 15:44:27 GMT

@DonutDevBen Glad you got it all sorted, once OR provision it all correctly the EE side would all have been done prior speed profile and good to go instantly your PON went solid Green.👍👍

Policing parameters are very similar to your FF1000 product so you should not see to much difference when it is real busy where you are.