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Standard User PaulKirby
(knowledge is power) Sat 11-Mar-17 14:50:03
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Re: FTTH install gone wrong, can't get back on track


[re: jamsmv6] [link to this post]
 
Yeah, some of those case handlers are useless, the only ways to get them to pull their finger out was to contact the Chairman's Office, which then got the ball rolling for me.

Paul

BTBroadband - Infinity 4 - 310Mbps (down), 31Mbps (up)
TBB Speedtest
Standard User PaulKirby
(knowledge is power) Sat 11-Mar-17 14:58:19
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Re: FTTH install gone wrong, can't get back on track


[re: Apprentice] [link to this post]
 
In reply to a post by Apprentice:
Suggests a bad splice, broken fibre, or something not done wrong.

Needs another engineer to check the light signal is present and within tolerance, if you can email us on Monday will see if an email dropped direct to Openreach can get things moving.

On completion of the job by the engineer does he/she not check to make sure the connection is working OK?

Your would think that.

With my install, one of the external install engineers first checked the fibre at the DP end, then blew in the 4 tiny fibres, then checked the signal at the CSP end, which all was fine, so they coiled up the fibres in the CSP.

Next Day, the internal engineer installed the ONT along with BBU, joint the pre-made fibre cable, asked me to connect up the Smart Hub to the ONT and our LAN.

Asked me to do a Speed Test, and they took a recording of the speed test asked if I was happy and went.

So yeah, they do normally do checks during the install.

Paul

BTBroadband - Infinity 4 - 310Mbps (down), 31Mbps (up)
TBB Speedtest
Standard User Zarjaz
(eat-sleep-adslguide) Sat 11-Mar-17 17:52:09
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Re: FTTH install gone wrong, can't get back on track


[re: Apprentice] [link to this post]
 
Yep, the first stage installer should be testing and recording the light loss reading at the CSP.

But not all FTTP installs are done in a two stage way like this.


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Standard User AndyHCZ
(experienced) Sat 11-Mar-17 18:47:05
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Re: FTTH install gone wrong, can't get back on track


[re: Zarjaz] [link to this post]
 
Question for you Zarjaz

If you're fusion splicer passes the checks when you do the splices but there is no signal, does it get pushed back to TSO or can you do something to check why there is no signal?
Standard User Zarjaz
(eat-sleep-adslguide) Sun 12-Mar-17 15:42:05
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Re: FTTH install gone wrong, can't get back on track


[re: AndyHCZ] [link to this post]
 
If you're fusion splicer passes the checks when you do the splices but there is no signal, does it get pushed back to TSO or can you do something to check why there is no signal?

Yes the splicer measures the loss over the splice it has just made, should be between 0.00db and 0.05db, or you break it and try again.

But there is (or should be) light coming from the head end, it is this that is measured to give the Light Loss Reading measured by a separate piece of kit. This should show the fibre to be in tolerance from end to end. -5db to -24db (above this and the ONTE won't 'synchronise' with the head end.

This is good, but having an issue at the present where 'new boy'/contractors are mis splicing at the splitter node so the light from the ONTE doesn't appear in the right tray at the head end, and therefore won't work.

If I or my buds have no light at the CSP we tend to try and resolve it ourselves on the day, stick a light source on at the customer end and chase it back...... Punters have often waited a fair while to get to the bit where we turn up, so we'll try and make sure we can restore some faith in us at least. But often we are under some pressure to move on to the next job and pass it back.

Standard User jamsmv6
(newbie) Mon 13-Mar-17 11:54:13
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Re: FTTH install gone wrong, can't get back on track


[re: Zarjaz] [link to this post]
 
Just chased them again.

Sounds like no progress made,
however she has placed a fast track order for the service.
Awaiting an engineer time slot.

So, reading between the lines, getting a fault fixed on a failed install isnt happening, so starting from scratch with an order for a new service, but with all the hardware in place.

Im not confident in this approach, but if it gets something moving that will do me.
and now we wait......
Standard User jamsmv6
(newbie) Sat 25-Mar-17 17:34:36
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Re: FTTH install gone wrong, can't get back on track


[re: jamsmv6] [link to this post]
 
For the record....still not really any further forward.

the orders placed dropped into a black hole.

My current case handler says the black hole was BT wholesale, not even getting to openreach.

For some reason the online portal shows 2 orders in process and my handler assures me that one of these is progressing well and is actually with openreach.
She is apparently ensuring understanding by everyone involved that everything is actually in place, and just needs checking as there is a fault somewhere (I think between overhead fiibre on house and the modem, but we will see)
Im expecting a phone call on Monday re scheduling an actual engineer appointment.
Standard User jamsmv6
(newbie) Thu 30-Mar-17 09:52:17
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Re: FTTH install gone wrong, can't get back on track


[re: jamsmv6] [link to this post]
 
The External team came back yesterday and found and fixed something.
on the white modem we now have power optical and lan all lit green, internet light still off and smarthub now orange.

So at least its seeing light now, even if it has no connection.

Now waiting for the internal team, but whats left for them to do I cannot imagine.....
Other than perhaps say to another team, install complete, please enable?
Standard User Zarjaz
(eat-sleep-adslguide) Thu 30-Mar-17 10:24:21
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Re: FTTH install gone wrong, can't get back on track


[re: jamsmv6] [link to this post]
 
My guess .... due to the delays BT Wholesale have cancelled the order for BB their end.

Standard User jamsmv6
(newbie) Thu 30-Mar-17 11:31:14
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Re: FTTH install gone wrong, can't get back on track


[re: Zarjaz] [link to this post]
 
In reply to a post by Zarjaz:
My guess .... due to the delays BT Wholesale have cancelled the order for BB their end.


Yes, think your right, but then kept cancelling the repeat orders my case handler was putting in!

Just heard theve brought the internal team forward to tomorrow.
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