Fibre Not Working After Install

[May82heM]

So had 1gb Fibre installed from Essential Fibre 50. Was told by the engineer it will take an hour to work due to an issue in the exchange. After talking to EE guides they informed me they could not switch from Fibre 50 to 1gb until midnight. Midnight has now passed and internet still not working. PON light still flashing Green even after restarting the Fibre modem and EE router. Cant wven access the router through web browser. Been without Internet since 14:00. That's 10.40hrs at the moment. If I knew this would happen, I would not have bothered ordering it. Something so simple by switching the package over should not take this long. I have no faith that it will be up and running in the morning.

[JimM11]

@May82heM Did you not plug the router back into the Master Socket to see if the operation on it was still current. Exchange issues do happen from time to time and the ONT PON light will be green steady when the error on the line is fixed.

[May82heM]

I did but it has been disconnected for the fibre network. My plan on my account still states essential fibre 50. Which on my contract start date of the 10th of Feb it's essential fibre 1gb. EE said it can take up to midnight to start working. It's still not working. Everything is plugged in correctly. 

[May82heM]

I also spoke ro BT. They said the problem from the exchange was fixed and it's odd how the service is not up and running as everything is working as it should.

[JimM11]

@May82heM If the transfer to FF FTTP has happened and you no longer have the original, then you have a FAILED install, call EE CS when the open at 8am. Details are below

Contact Us To Request Technical Support for Broadband and Landline | EE

[JimM11]

@May82heM You have plugged the new cable that EE would have sent you, from the WAN connection on the EE Router to the Lan connection on the OR ONT?

And the PON light is now a steady green? EE version off the ONT help below for you.

What the Openreach Modem Lights Mean | Broadband Help | EE

[May82heM]

Morning All

Just an update.

Openreach sent another engineer as there was an external issue. Not sure what the issue was but all fixed.

[JimM11]

@May82heM At least you are up and running, good idea to take a picture of your ONT when now working so you can refer to it if something out off the ordinary occurs. You would never find out but does sound like OR stuffed up your ONT configuration back to the exchange with the flashing PON.

[May82heM]

Hi Jim

Yeah. It must of been some form of error in the exchange. A new fibre cable was run from the house to the exchange across the road. Or something was not activated correctly. But surely all the cabling was working fine when tested.

I sometimes install CCTV and networking within properties. We always test each cable we make is working. I'm sure the cabling side was fine and it was more to do with the exchange.

Just glad to have the broadband up and running again.

[JimM11]

@May82heM The fibre cable was good, PON would have been RED and LOS would have popped up on the ONT, the lights all have a meaning, Lan light is the only one you will see just a little dimmer when data is flowing back and forth.