Openreach Fault Checker?

[CarolineCarr30]

Hi.

Is there a way to directly check if Openreach have a fault registered that would affect my broadband connection? 

I was upgraded to fibre by Vodafone on 31st July and have had no internet since. They failed to resolve anything so I cancelled and switched to EE on 23rd Aug. Same issue.

All lights on ONT are green but hub is flashing orange. EE have told me that there are faulty/damaged cables at the exchange but I'm not convinced. They have booked an engineer to come to my home on 31st Aug but surely if it's an external issue I'm not sure what that will resolve.

If it is a problem at the exchange then Openreach would be aware wouldn't they? This is now the 4th week with no broadband between the 2 providers and I just don't feel like I'm getting a straight story. Obviously I can't speak to Openreach but wondered if they had some kind of fault checker so I can see for myself.

Getting to the point where I want to tell them to put my copper line back in!

[JimM11]

@CarolineCarr30 As OR own and control the infrastructure there does have to be a starting point, and as you have pushed the fault away to EE now. You say that you switched to them was this before 23/8, is this your go active date, the norm is 14 day's so your posting is not very clear. When fibre install's go wrong, there is a lot more than meet's the eye, it is not just plug and play and off you go. You can rest assured, that there is no way that you will  get copper line back, it does not work that way, when in a fibre structured area that is available for service, then priority 1 is get that service to the home... You should have had internet on the copper up until the change over, so was Vodafone the previous that ended everything and you had a failed fibre install? All green lights for the ONT are a good sign but the fault could be anything and will take an OR fibre engineer to get you sorted.

[CarolineCarr30]

Hi Jim,

Thanks for your reply. Vodafone upgrade and activation was 31st July. Spent hours with their tech support etc etc over 2 weeks but they didn't deem it necessary to investigate with Openreach. They were telling me it was the routers. I switched to EE in the cooling off period with Vodafone thinking starting afresh with a new service provider and router would be a resolve. EE activation date was 23rd Aug. 

Not blaming EE at all and I have explained the whole back story to them. They have thankfully organised an Openreach engineer appointment for me and brought it forward to Wed 28th Aug which is what Vodafone should have done in the 3 weeks they left me with no service.

I do seem to be getting conflicting information regarding what the issue is though which is why I wondered if you could check with Openreach. I'm pretty sure you can't now. The only way is to go through your service provider.

EE have been great so far from a customer service point of view. I'll just have to hope the engineer can sort it out on Weds. Fingers crossed!

[JimM11]

@CarolineCarr30 EE are the buffer between you and OR, only they can tell you what is going on, at least you are moving fwd and EE are dealing to get you up as quick as they can.👍

[CarolineCarr30]

Yes I completely understand that. I was banging my head against a brick wall with Vodafone. Won't use them again for anything.

It does seem a strange one as connection into the house via the ONT appears normal and stable. Power, PON and LAN all green. However I tried 2 Vodafone routers and now the EE one, along with a few different ethernet cables and still no internet.

There must be an issue somewhere which I just hope the Openreach engineer can fathom. As it stands I don't think it would matter what service provider I'm using or what router I plug in, I still wouldn't get a connection.

[XRaySpeX]

Check your BB status @ Service Status 

[CarolineCarr30]

Thanks. It doesn't give me a status as such.Just says that I have reported a fault with the broadband.

It has updated now to say expected fix time 30th Aug at 6pm

[CarolineCarr30]

Just wanted to update in case it helps anybody else.

Openreach engineers came this morning. They liaised with their 2nd line remote engineers. The fibre account and connection had to be completely stripped back and rebuilt by the Openreach remote guys and tested with the onsite guys. 

All fully working within 45 minutes. EE have been great getting an engineer out and getting it sorted for me. Vodafone were a complete waste of time and wouldn't send Openreach with was the only solution to the issue. Glad I made the switch to EE!

[JimM11]

@CarolineCarr30 Glad your up and running now, when it goes wrong at OR or even EE side fibre is a real pain to get corrected and working, lucky for you was OR side and they corrected, tested and got you going.👍