Switched from BT - EE

[lewisall1990]

Hi

Looks like a few people have had similar issues but I’ve switched from BT FTTC to EE full fibre. Had Openreach out to install new hardware, all green lights on the box but router won’t connect to the internet. Hub Manager says my broadband connection status is disconnected but advanced settings says my connection status is connected but obviously no internet and the hub (latest smart hub) is stuck on flashing amber. 

Was told the engineer shouldn’t have left without it working and might be a hub issue so arranged a new appointment and delivery of a new hub but I can’t see how that is the issue??? 

[Carpena]

@lewisall1990 how did things get resolved for you? I'm in the exactly same situation amber flashing light, support doesn't know what it is, tried different routers to no avail...

[robh661]

Are all 4 lights on the box that the hub is connected to showing green, because when I switched from FTTC to FTTP with BT, everything was showing green apart from the data transmission light, that was RED for the 1st week of the switchover as there was a fault with the distribution equipment at the exchange, and I wasn't alone as a neighbour who was also switching the same day as me and had the same problem.

[lewisall1990]

It was fixed a couple of days later. Needed someone from open reach to come out and register the ONT box. Apparently a regular thing with the 3rd party installers and they shouldn’t really be leaving your property without an active connection. Open reach guy was here for about 5 mins, got tech support to rewire the connection remotely and then it came to life. Been fine since. 

[Carpena]

It's probably something like that.

It's peculiar for someone to just leave things like that. It's pain as I need it to make a living...

But it'll get fixed one way or another. I want to see how are they going to resolve the hole/crack the size of my hand on the external wall insulation/cladding - on the second floor!.... I'll take them to court if needed. I still can't believe.... and no internet. 

[Carpena]

Only 3 green lights on the ONT. Nothing red...

[JimM11]

@Carpena If your ONT has not been provisioned correctly on the OR system, then you are not going anywhere, it is the same if EE have not provisioned there side correctly same, and if you have a faulty router same, but you could throw the BT router back on, but as it was fttc, you need to go set the lan4 port to wan via the web manager as i do not think that is an automatic switch when you plug it in, you will find out on the BT forum how to do that.

[Carpena]

@JimM11 interesting, I didn't know that was possible with the BT router. I have tried with my Asus which is both a g.fast and fiber/ethernet wan router, with ports dedicated for both. it detects wan but is unable to establish a connection using the default username and password I found on a EE support website.

Thanks so much for support.

[Carpena]

The second engineer visited today. He was friendly and professional. He changed the installation location, and now the wire leading to the damaged wall isn't doing anything. I have to write them a claim to ask for a repair. 

No luck with the internet, either. HE called, and it seems the build is okay, all seems okay with EE as well, so they suspect it's the router. I have tried with the BT SH+ and an ASUS router, and both failed. The new router will arrive on Friday, and only then, they look further into the issue. 

What can I say....

[JimM11]

@Carpena There is not much that you can, seems to be the way, keep an eye on your compensation for failed installation.

Edit: Link for the comp details.

Automatic Compensation | Broadband Help | EE

[Carpena]

Is there such a thing as compensation for failed installation? 

It should, as it does affect my life. 

Now, the wall, they must repair it, I think - I hope - they will.