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   that sounds like either the ONT is faulty, or not configured at the exchange.

Guess all you can do is to keep pushing EE who in turn will push Openreach.

Hopefully it will get sorted soon.

[steelywheels42]

Thankyou for comfirming what I thought!

its been a bit of a mess really, first engineer could have just said there was a problem with the line.

2nd engineer said line from house to pole in street is fine so its either cable under the street or connection at the CAB (i assume this is the exchange?)

feels like openreach are fobbing EE off a bit (i do understand they have a bit of a monopoly on fibre)

fingers crossed its sorted before my current providers services end!

[JimM11]

@steelywheels42 If your current provider is also part of the one touch system EE may be able to keep you going as is until it is all sorted, sometimes things go wrong and it takes a fair amount of time to get it all fixed!

[Mustrum]

@steelywheels42  who is your current provider?

[steelywheels42]

Virgin media is current provider 

[Mustrum]

Thanks @steelywheels42   I do hope you have allowed sufficient time for Openreach to get their act together, or can extend service with VM if needed.

Any news from EE today?

[steelywheels42]

I had thought that I had with my current services due to end the 24th August.

Latest news from call with EE earlier this evening was that open reach saying repair could take up to 30 days from today.

I naively thought that leaving couple of weeks cross over would more than cover any hold ups.

Am due a call from EE with update re open reach on Saturday 17th fair to say I'm not holding my breath.

[Mustrum]

@steelywheels42  that sounds like there is some kind of major issue. I wonder if they have run out of capacity somewhere or there is a blockage. They must know what the issue is, apart from anything it should be costing lots of compensation, so someone somewhere will be hurting!

Can you have a look at the BTW DSL Checker for your address and post the whole table in desktop mode - not mobile phone version, obscuring your address, it may give some clues.  https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome 

Were it me I would be trying to extend with VM if possible, and although it take your time, perhaps an official complaint, and more frequent updates at least until you get to the bottom if the issue.

[steelywheels42]

Hi thanks for all your replies, it's is appreciated 👍 

I'm on mobile at the moment but will post details from the checker in the morning.

Is there anything in particular I should look out that would be a major issue on the checker??

WBC fttp is showing as available and the fttp install process is 1 stage.

The exchange is not in a current fibre priority programme

ONT exists with no active service. A spare port is available. A new ONT may be ordered.