FTTP installed today - Engineer left without it working.

[osmotics]

Hi,

I had a fibre connected to my house today but I've been left with no service and a red LOS light on the ONT. The installing engineer said there was a fault on the pole, he couldn't get hold of anyone to help and the person who needed to investigate further was unobtainable, so he just left after mumbling manager and something about 2 or 48 hours.

Needless to say, no one has called or come to check the fault since the engineer left a few hours ago.

Not a particularly good start to my FTTP experience and I'm left wondering if I need to contact someone or is it being looked at for me?

Any guidance would be appreciated as I've been waiting years to get this and now I'm stuck again.

[XRaySpeX]

I wouldn't assume it's been relayed back to EE. You should call CS & ask what's going on & for a new installation date.

[JimM11]

@osmotics When you say you have been left with NO service, is that only on the fttp installation, but you had/had not a previous working service before the start off the installation of another type.?

[osmotics]

I get that feeling too, I'll call them in the morning.

[osmotics]

We've never had a service as we're in a relatively new build. This is a brand new fibre from the pole across the street. The engineer pulled it in and connected it to the house. 
Luckily we have 5g backup but I'd prefer to have what I've ordered working.

[JimM11]

@osmotics Got it now, good luck with your call to EE CS, will probably take until that time for the OR update to why your installation has failed with the LOS on the fibre modem.👍

[manc_mikeh]

Hi @osmotics 
When you speak to a guide, ask them to check the Openreach database, as with new builds, it's quite possible for the connection to be routed to a neighbour, especially if you and several neighbours have been getting connections set up at the same time.

[osmotics · Accepted solution]

Thanks for everyone's assistance with the issue we had.

I spoke to Pam at EE (awesome service) and she put a rocket up someone at Openreach, we had another engineer arrive the next day with a bit more knowhow. He found a poor splice somewhere up the street with his light sabre thingy. 

The connection was respliced and we're loving the totally unnecessary 1Gbps speeds now.

Pam, if you read these forums, apologies for missing your follow up call to check everything was fixed. Thank you for your help. 

Not that it should matter but the Engineers were both MJ Quinn on behalf of Openreach. 

[Leanne_T]

Morning @osmotics 

Thanks for coming back and letting us know this is now sorted for you 🙂

Have a great day. 

Leanne.