Fibre 900 install

[Carpena]

I am perplexed.

I've signed up for fiber broadband coming from BT G.Fast.

Engineer visit was today.

He left a crack on the wall instead of a hole. They've switched off the BT internet and the new fiber doesn't work the router is flashing orange.

Why would they switch the old one off before ensuring the new one works?

I'm a contractor, I can't access the company network using public hotspots and this is a bit of a dark spot my phone signal isn't enough to work so I'm not earning.

Now they say a need to wait, an engineer will hopefully come tomorrow and repair the wall and get it working.... Hopefully.

If you're moving to EE - think twice!! 

[JimM11]

@Carpena Are you still using a BT router? And also been advised that the system is now live?

[Carpena]

The BT router is still here but lost connectivity as they cut access. The new router, which is connected to the ONT, is blinking orange since it was connected by the engineer. He said everything else was fine, but that bit wasn't with him. I understand sometimes things can take some time, but to disconnect the existing access before being certain the new works is absurd and shows a total lack of consideration for the customer. 

[JimM11]

@Carpena Is your new router from EE, if so take a look to be sure that the cable from the ONT is going to the WAN connection on the EE Router, if you have not been informed that the system is live from EE then that can take up until midnight to-night for that to happen. Take it your ONT lights look good, no RED on it.

Think also you cannot have the service running on two different devices at the same time, not allowed, so one down/one up, but timescales of that not sure off, do check the connections though.

[Carpena]

Thanks for your reply @JimM11. 

Yes, it's the Smart Hub from EE. Unfortunately, I have received an email saying the service was live. I suppose that's the reason why the BT cut the existing access. Over the phone, they've mentioned it shows to them as active, but they can see it's not connected. As a consequence, I'm not too hopeful it will come live by midnight. 

Yes, ONT looks good. 3 green lights. 

[Carpena]

Yes. It's going to the WAN. And I've restarted the router and ONT a few times. 

[JimM11]

@Carpena It's a process now, OR have to match the ONT serial for porting BB and EE have to do the magic there side, once it is all good, service becomes alive, would just leave and see if the router goes Aqua by it self. Facing the same 5th Nov after 1st failed install date.