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!

[steelywheels42]

Today's update

Mix up of dates was due to order being open so long it was returned to EE system?

An engineer has attended and found few thing.

1. The line installed was from the wrong pole in the street. That has been rectified so and line has good signal 

2. The line signal to ont is fine but there is no reflection (engineer said it's currently one way street not two way).

3. Engineer checked everything and has had to contact tiger team to rebuild network?

Bottom line still red light pon light on ont !

[Mustrum]

@steelywheels42   it does however sound like you have had someone who knows what is going on an what needs to be done to fix it.

Hopefully they can get your circuit built quickly and get you online.

[steelywheels42]

Finger crossed the tiger team sort it asap !

[steelywheels42]

well another update.

PON light has spent the weekend flashing green after engineer re cabled everything on friday.

been sent yet another date for service being installed on the 11th september.

patience has left the building now....

if its on sorted by the 11th i'm throwing in the towel and going else where (another wait but totally switched off from EE now - mobile account will be moving too).

[Mustrum]

@steelywheels42   hopefully it is nearly sorted or at least someone knows what needs to be done and has a plan.

Any updates from the exec office?

Have you selected an alternative supplier if it comes to that being needed?

[steelywheels42]

the updates from exec office are booked another engineer for 11th sept!

seems to just go around in circles , send engineer cabling and new ont each time at least last time it has progressed to the pon light flashing green (trying to authenticate)

awaiting call from exec office right now.

i've a short list - all looking at around 14 day install possibly less if line is actually sorted and properly connected.

[Mustrum]

@steelywheels42  PON flashing suggests it is talking to the central equipment but configuration is needed - so probably a BTW issue. 

https://www.bt.com/help/landline/lights-on-the-openreach-modem 

[steelywheels42]

not impressed at all.

Yes configuration is need (thats what the tiger team are meant to be sorting).

executive office - just said that appointment booked for 11th september nothing else they can/will do

a "specalist" engineer is booked in for the 11 September again dispite the previous engineer saying its tiger team need to rebuild network (data side).

I highly doubt that anything is going to be sorted but guess we will see. 

if its not working on the 11th i'm out after waiting 37 days for a service.

[Mustrum]

Seems the tiger team is missing their FROSTIES!

Can't say I blame you. Not sure I would have had your patience!

[steelywheels42]

nevermind the FROSTIES they are missing the kitchen !!!

yeah patience has gone now..