New Broadband Customer - No Internet?

[Dean_A7x]

Hi all,

Service went "live" 1 hour ago.

However my router is constantly blinking orange, suggesting its trying to make a connection.

I've checked, and double checked the cables to ensure that this isn't the issue.

I've even gone as far as to replace the cables with other ones, yet the service is still not available.

Is there any suggestions or direction I can take from here?

As I was previously with BT, and had 0 issues since my time with them.

Many thanks.

[JimM11]

@dnlytle You may want to take a picture of the ONT and post, take it you are plugged into the wan port rear of the EE Router, and Ethernet cable from there to the ONT Lan. You may have had a failed OR fibre install if you have never had it working reading your post. Although the lights on the ONT look good, there is a lot more to it than that!

[XRaySpeX]

What light showing on router?

[dnlytle]

Hi, yep cat5e/6 cable connected from WAN port on router to network port on ONT box.

engineer coming around this Thursday so hopefully will get resolution. If not, I’m not sure what to do next.

[dnlytle]

Did you ever get a resolution, are you up and running yet

[RachT123]

Is the ONT an Adtran (more rounded or Nokia (more square)?

If it's an Adtran, I have heard of an issue where an initial firmware update fails to complete (really the OR  Engineer should wait until the service is up and running) - I believe that this can be fixed by the engineer on Thursday. (I believe it might require a replacement ONT)

I assume you tried to contact VF and they were useless at getting an engineer sent out?

[dnlytle]

Hi, it’s the Nokia ONT box I believe according to EE website.

yep, VF were awful, spent nearly two weeks going round and round in circles spending 45mins on the phone going through the same script every time with no plan or attempt at resolution. I gave up and cancelled my contract. VF never attempted to get an engineer out

[RachT123]

Hi, 

Thanks for that information.

The third parties who do a lot of FTTP installs (MJ Quinn’s/ Kelly Communications)  are awful! When I had an OR engineer out to try and fix my fault (random disconnects - I actually think this is connected to the Smart Hub Plus at this point) the first question they asked: ‘who installed this?’ - there was an issue with the splice (where the external customer service point connects with the internal cable/fibre). They also caused damage to my house I had to complain about. 

Hopefully the issue will be fixed on Thursday for you 

[dnlytle]

Eventually online after a month and a day.

Opnreach engineer visited yesterday and the problem was fixed fairly quickly. They had to ‘ do a rebuild’ on my line. No issues with initial installation or equipment. Apparently one of the ooenreach exchanges when being set up they ran out of fibre cable and as a result have to reroute or rebuild my line through another exchange or something like that. I’m not overly sure if I e explained that right.

fair play to EE since I joined with them, everything they said they would do and in the timescales they said has happened. In a week I’ve had two engineers trying to fix the problem. Unlike Vodafone, which is why I left them, who in two weeks did nothing apart from send me two network cables to try and fix the problem. 

[JimM11]

@dnlytle Good you are up and running, You explained it well enough... Can happen to any system on the initial setup, and unfortunately it can be a problem to get corrected, why it's called a failed OR fibre install. HTH

[RachT123]

It's what happens when it all goes wrong that counts - and once the fault was "reported" by EE (though delayed by VF being rubbish)  it was fixed quickly.

Sending 2 Ethernet cables though 🤣