Thanks for the info, explains what I saw then

I placed the 300Mb order this morning as advised by BT.

The order process flow was different to before, making me choose an engineer visit.

I’ve contacted BT to see if it actually went through, if not I’ll cancel and give Zen 900 a try.

/D

The BT order failed again, and was cancelled after I spoke to a really helpful guy from the Full Fibre team (much more knowledgeable than BT retail or connections, but still could not understand why it wont work, he checked the flags etc and said they are fine)

I then ordered with Zen, it almost immediately failed, so I called them up and they are looking in to it. - Wait for KCI-1 - FAILED 16/02/2021 16:09 is the error.

Zen CS said this was an address or ONT mismatch, the details I get from Cerberus do not match the SN from my ONT - anyone know why that might be the case?

(We did have some install issues back in Feb 2020 where my appointment was mixed up with my neighbours, I've been told on multiple occasions this was resolved but I don't believe in coincidences..)

I've sent pictures of my ONT to them, but I'm not holding out much hope...

/D

Edited by Tek (Tue 16-Feb-21 18:29:47)

In reply to a post by Tek:

Zen CS said this was an address or ONT mismatch, the details I get from Cerberus do not match the SN from my ONT - anyone know why that might be the case?

(We did have some install issues back in Feb 2020 where my appointment was mixed up with my neighbours, I've been told on multiple occasions this was resolved but I don't believe in coincidences..)

You’ve probably answered your own question there. Or something similar has happened on the records. Good luck with it.

Its not quite that simple sadly..

On the ONT itself (Huawei 1 port) there is a completely different serial number.

Neither mine or my neighbours matches the ONT SN on our Cerberus accounts.

In reply to a post by Tek:

Its not quite that simple sadly..

On the ONT itself (Huawei 1 port) there is a completely different serial number.

Neither mine or my neighbours matches the ONT SN on our Cerberus accounts.

I've never thought to check mine (matches). Maybe I've got your and you have mine...just kidding!

Hope you get to the bottom of it soon.

Current status if anyone is interested.

Current package : Cerberus FTTPOD 330/30

Want to regrade to 900/100

BT - order placed 3x - fails at BTW stage.
15+ hours on the phone to BT connections, BT full fibre team and Conf call with BTW. No resolution, ONT matches SN.

Zen - order placed once - fails immediately with KC-1 error. Promised updates but nothing back, called to cancel order and got a knowledgable person on the phone who stated it needed to go to a specific BTW team but had no idea of timescale for resolution. ONT matches Cerberus current service ONT but does not match the actual ONT SN.

Cerberus - Continue to state it’s a gaining ISP issue and nothing to do with them.

Options left: Wait to see if BT/Zen get BTW to fix their systems or pay Cerberus £138 a month for 900/100 (or £98 for 450/70) or stay on existing 330/30 for £120 out of contract.

/D

I'm still unclear as to what the gaining ISP's claim the issue is exactly? You have an existing / operational service, just seems like there is an database / admin issue with the ONT serial number.

To be precisely clear does the Openreach record of the ONT serial number match with the Cerberus record of the ONT serial number and do both then match with the actual serial number on the box itself - or what is the mismatch?

(Note I may be seriously lacking caffeine and misread your post above)

In reply to a post by Pheasant:

I'm still unclear as to what the gaining ISP's claim the issue is exactly?

Me too

In reply to a post by dect:

In reply to a post by Pheasant:

I'm still unclear as to what the gaining ISP's claim the issue is exactly?

Me too

"Order failed at KCI-1" is all you need to know. It's up to the gaining ISP to resolve that with BTW. As an end-user, you can't do any more except wait for them to push it through to the right level at BTW.

The OP has a reasonable chance of Zen achieving that in the end, but it's unfortunate they're stuck paying £120 per month to Cerberus for an indeterminate period of time. I think it's better than being out-of-service for that time though.

Another option is recontracting with Cerberus at 300/50 for £66 per month, and then trying again in 10 or 11 months time.