new install not working at all red PON light

[steelywheels42]

Has anyone had any experience of how long BT openreach take to fix anything??

I had fibre installed on the 5th of August 2024 and it has not worked at all from the start, all cabling done and box inside house fitted but the PON light is red. (oh don't worry it'll activate at midnight i'm told)

engineer fitted it and shot off as quick as possible

I've spoken to a number of customer service advisors who have all been really lovely and I had been told that it could take up to the 13th of august to be fixed but that I'd been added to a priority list so not to worry.

well its the 13th and its not fixed, I've been told that an engineer attended but could fix the issue as he was qualified!

I know I'll be compensated for lack of service which is appreciated but disappointed that after 3 attempts its still not sorted and to cap it off the last customer advisor couldnt give me an idea of when it will be fixed.

feels like bt openreach are letting the side down for EE! i know if i cancel the order and go elsewhere i'm still going to have to roll the dice on bt openreach.

soo how longs a piece of string eh!

[Mustrum]

@steelywheels42  the extreme right of the table will show if there is a waiting list under each product, the text at the bottom will have a line saying how the connection is due to be made and if there is an issue with access - or not hopefully!

Once you have seen the table if you understand any of it, I am sure we can explain if it makes no sense.

[Mustrum]

@steelywheels42  just read your edit, alas all look ok, so back to plan a, chase EE for answers.

[steelywheels42]

Thanks so for all the VDSL and GFast products WBC fttc is showing as unavailable but they do show as available or green under the WBC SOGEA.

No sign of any waiting list but that might be because I'm on mobile, I can see six columns of data listing 

Featured product 

Downstream line rate

Up streamline rate

Downstream handball threshold 

WBC FTTC availability 

WBC SOGEA availability 

WBC FTTP is showing as available and 1 stage install process

Ta 

No mention of delays anywhere?

[steelywheels42]

Haha cheers I missed your message as was flitting between tabs making sure I'd typed everything down correctly! Really appreciate your time and bearing with me

Yes complaint has been raised with EE so will see what pans out 

I'm sure VM will be VM - have had a thought that can hotspot off my mobile for internet if needs be 

Thanks again for all your help ! 

[Mustrum]

@steelywheels42  WBC FTTP is showing as available and 1 stage install process  is the one you are interested in, and you already have the ONT as mentioned in your earlier post -  where it says you can order another connection!!

Yes you can use your mobile as a hotspot, but EE also do mobile broadband, they have been known to supply customers these free whilst broadband service is not available. If you don't ask = you know the drill.!

[steelywheels42]

@Mustrum  fab i thought that is what it meant

yep i'm in touch with EE to see what can be done and chasing update on everything

thanks again for all your help!

[steelywheels42]

just thought I'd update with the latest developments.

had more promised dates of broadband being commissioned with engineer visits on 16th and 19th august  checking fibre at pole (still no broadband) and now its back with the planning team as further work needed (seems they not listening to their own engineers who've said its cabling from cabinet to pole that is the problem).

EE sending a mobile broadband in the meantime i've been told it could take up to 14 days to get an update from BT openreach about when works might take place (but be prepared to wait potentially 30 days).

happy days eh am at point of wondering if would it be quicker to place an order for broadband with an alternative supplier (would  a new line order get sorted quicker than this "repair")

guess will see how the mobile broadband works out.

[JimM11]

@steelywheels42 Your pole CBT must be really full and probably no spare connections or the engineer's would have swapped over to test fibre from exchange to the pole.

[Mustrum]

@steelywheels42   it might be worth another look at the BTW DSL checker to see if it is showing a Waiting list.

Otherwise as before there some major problem, but I do not understand why EE are not saying what the issue is.

Alas anyone else who uses the Openrach network is likley to suffer the same delays.

Did you manage to keep hold of VM for a bit longer?

[steelywheels42]

@JimM11 

maybe but you'd think a pole could have more that 3 connections