Apparently Openreach can't activate our line

Hi everyone!

Just joined the forums! Anyways, I've recently moved house into a new build home in Scotland with FTTP already installed along with the box inside the house.

Because we now (only) have FTTP we had to switch ISPs from EE to Zen. We signed up two weeks ago with Zen, we've received our router and we have it plugged in.

However, Zen are now telling us that they can't turn on/provision the line as their system shows an error when they try to do it. They are telling us that the error is on the end of Openreach and that it is affecting new FTTP customers throughout the whole of the UK.

We're currently using our 4G data but the data on there is limited.

I'm wondering if anyone else on here is having the same problems and what they would do if they were in our situation.

Edited by deleted (Mon 05-Aug-19 15:53:49)

It is Zen's responsibility to sort the problem by contacting openreach and finding out what is wrong, I would be surprised if it is affecting the whole of the UK.

First time I've heard that no FTTP orders are able to progress in the UK.

Much more likely there is a problem with the serial number of the ONT matching what Openreach has in its systems, i.e. typed in wrong at some point.

Does the ONT (fibre modem) lights indicate the fibre is lit up? Are you the first person to go live on the estate?

What's the status of the PON light on the white OpenReach ONT?

edit: crossed posts with MrS.

Edited by j0hn83 (Mon 05-Aug-19 12:38:02)

In reply to a post by j0hn83:

What's the status of the PON light on the white OpenReach ONT?

edit: crossed posts with MrS.

I've just checked, the ONT light is off and the power light is on. We're not the one of the first on the estate, there are hundreds of other houses.

Edited by deleted (Mon 05-Aug-19 12:57:03)

In reply to a post by damcclean:

In reply to a post by j0hn83:

What's the status of the PON light on the white OpenReach ONT?

edit: crossed posts with MrS.

I've just checked, the ONT light is green along with the Power light. We're not the one of the first on the estate, there are hundreds of other houses.

I presume you mean a solid green PON light rather than a flashing green? If so, the issue will be at Zen or BT Wholesale's end rather than Openreach. If you're not getting anywhere with Zen phone support then send a pm to Zen staff member ajays (Andrew) on these forums.

Edited by deleted (Mon 05-Aug-19 13:18:41)

Looks like the OP edited his post while you were drafting about the green light. Which now isn't.

In reply to a post by RobertoS:

Looks like the OP edited his post while you were drafting about the green light. Which now isn't.

Ah yes, just noticed that. A flashing green PON light (rather than completely off) suggests the ONT hasn't been registered on the Openreach network yet. If this can't be done remotely, then it will require an Openreach visit to scan the ONT barcode for activation/registration. If the PON light is completely off, this means the ONT is not communicating with the exchange OLT, this could mean the fibre isn't connected up properly, eg a broken link somewhere. But either way, the OP will need to go through Zen to get this resolved.

Edited by deleted (Mon 05-Aug-19 14:05:36)

In reply to a post by damcclean:

... I've recently moved house into a new build home in Scotland with FTTTP already installed

That's a new one on me, my guess is it's 'Fibre To The Tartan Premises'.

Edited by Rastus (Mon 05-Aug-19 15:35:37)

Also, to check if there are any FTTP capacity issues in your area , can you post a screenshot of the DSL checker results for your property? You'll probably need to enter your house no + postcode under the 'address checker' option:

https://www.dslchecker.bt.com/

If you get something like this, then it may well mean Openreach cannot fulfill your order until capacity is increased - they might need to add more line cards at the exchange:

https://postimg.cc/QHfRJkT5

But its definitely not a nationwide FTTP problem, because the results for my address don't indicate any issues (only a few miles from the above address):

https://postimg.cc/FY1wWdy6

Hmm, just checked on the BT broadband checker and it shows that it is available. Here's alink to a screenshot.

I've done some more research online. Would it be possible that the ONT has just not been registered with Openreach as active? Reading something online makes me believe that it's the home builders responsibility to actually register the ONT with Openreach once it has been installed.

Edited by deleted (Mon 05-Aug-19 15:58:12)

Ok cheers, in which case you shouldn't have any issues ordering the service. Also looking near the bottom of your screenshot, it states an engineer visit may be required. This might be to activate the ONT and/or connect your ONT to the fibre DP - the latter might explain why you're not getting any kind of PON light on the ONT. Like i said earlier, pm Zen staff member ajays on these forums if Zen phone support aren't being much help.

Ps
remove the 'tartan' bit from FTTTP in your profile

Edited by deleted (Mon 05-Aug-19 16:22:30)

They might have TAG's placed on their line due to some issues, the BTW Checker doesn't display that.
And those TAG's need to be removed before the order and progress.

Fibres being in the wrong tray at the splitter can result in TAG's being placed due to the fibres at the DP might not match up with the database.

Paul