In reply to a post by dect:

In reply to a post by Pheasant:

Yeah quite possibly I suppose. Unless of course it is the actual Huawei ONT serial numbers on record don't match up, but as a customer, don't think you can see that on any (Cerberus) records - other than what is physically printed on the underside of the ONT.

Shame we ain't got anyone on here who knows what a KCI-1 error means

OK so I now know KCI means Keep Customer Informed and the 1,2 and 3 are milestones.

Edited by dect (Sun 21-Feb-21 15:25:06)

Yes they are progress gates/milestones, a per the various handbooks online...

KCI1 = Acknowledged - an order line is being progressed.
KCI2 = Committed - a CPD has been calculated
KCI3 = Completed - an order line has been fulfilled.

But it's the verbiage of the KCI1 error that is the detail needed, and only someone from BTW would have that access....

Just posting to also confirm that my equivalent details do not match (I'm also a Cerberus customer - with a working service).

I used an address checker from another ISP I used to use, which provides some additional details compared to say... the usual public BT wholesale checker, but requires a login, and that shows the following for where I am (some details partly masked/blurred for privacy):
https://i.imgur.com/pZWns4O.png

Thanks for the update there, good source of info that.

I think it’s a given that the “serial number” that Cerberus quote to us is a different beast from the actual ONT serial number (as shown in your obscured screenshot). But they must have a record of the actual ONT serial number too.

Presumably your actual ONT serial number matches what you see from the ISP screenshot though?

Edit - I’ve had my ONT swapped out, presumably the BTW/Openreach records must be updated to reflect the change......hmmmmm. Wonders...

Edited by Pheasant (Sun 21-Feb-21 20:01:38)

In reply to a post by Pheasant:

But they must have a record of the actual ONT serial number too.

Openreach must have, but I don't think BTW or the customer-facing ISP need to. They just need *some* reference number which identifies the service logically.

Tthe ONT serial number could be private to Openreach, as this would allow them to swap it out without having to notify the upstream providers' systems. (This is just a guess however)

I guess the ONT to some extent is "invisible" to the ISP - its just Openreach infrastructure for delivering a BTW service resold via the service provider to the end user.

However some ISP's clearly have access to this information as evidenced in the screen shot above.

As you say there must be some logical data / service provision linkage, back to the physical ONT serial number, even if the ISP doesn't hold it (or need to hold the information).

I'm sure the mysteries of this will eventually be revealed....

Well, a long time later.

I have BT 1000/115.

It took complaints to the CEO's at BT and Openreach - who were very helpful.

I still don't have an exact answer for what they changed to make it work, but it had something to do with my original installation being 'within initial contract period' which was wrong (Was 12 months, but systems saw 18 months - however I was told many times this doesn't matter)

Cerberus offered to talk directly to BT to fix the issue just before Easter which I shared with my direct contact there, I don't know if that ever actually happened but soon after I had an order which didn't break on the 12th attempt.

Then on the 15th April early morning my Cerberus login info failed, I switched over to the BT login info and it worked.

So if this happens to anyone else, don't give up but raise complaints (assuming they don't fix the underlying issue anyway!)

Theoretically the gaining provider does all the leg work, but as your case has shown sometimes the existing/losing provider may need to step in to resolve the wrinkles in the system. I don't think your 12th(!!) attempt succeeded by pure fluke!

The most annoying "clerical" (speed regrade) issue I experienced during my contract time with Cerberus boiled down to issues with....you guessed it the back office systems at BT Wholesale which manage the actual soft changes. A less than 24 hour soft change that took many, many weeks to resolve. Good onya BT!

Good you got sorted anyway.