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]

Semi update for today.

An openreach engineer has visited , checked all the cabling again and changed the ont again (on the third one now).

Pon light still flashing green.

He said that line was on wrong sasa it should be sasa 3 not sasa 2 and that he would go and correct it and call me to see if pon light goes solid green.

So will see if I hear anything from him. Past experience thinks I won't , if service not on by 5 tonight order be cancelled 

Utter utter rubbish and ee going to lose all my custom.

[Mustrum]

@steelywheels42   had a look on another site to find out more on SASA's, but can't work out how they could have put you on the wrong one.

Be interested to hear if they can swap it, or if this is still the same config error.

Some bedtime reading over on Kitz for you here!

[steelywheels42]

Hiya Mustrum 

Yeah while I'm waiting for engineer to call me I've been trawling interweb and found same info you linked me being that I've had another day off on the hope of this fiasco being sorted.

I getting the feeling I've been fobbed off again and if there isn't a call from engineer then i reckon it's still the original configuration issue.

Was hoping it would be sorted with a working line as it would have made sacking EE off a bit easier but hey ho what's another few days without internet when I've already done near enough 37.

[Mustrum]

@steelywheels42   any news or update?

[steelywheels42]

Update is

Engineer retained the job for today and is supposed coming back to sort things 

Will see what happens and do final update once he's been 

Ta 

[steelywheels42]

Sort of final update.

Lunchtime yesterday 12th September broadband finally on!!!

Now just waiting for EE app to update and mark the order as closed so can manage items.

Am expecting a call from executive complaints team today so will bring that up with them.

Been a major pain all round but I am happy with broadband speed , WiFi connection seems good compared to VM.

I'd like to thanks Mustrum and everyone else who's bore with me through this saga 

Cheers 

[Mustrum]

@steelywheels42   I am so glad you are finally online. I am not sure you will get to the bottom of what happened, but it would be interesting to hear what they will tell you about why you wre so delayed.

For now some bedtime reading, not that it will truely compensate for your experience, but at least they should be crediting your account so no bills for a while. https://ee.co.uk/help/broadband/fix-problem/automatic-compensation