General Discussion
  >> Fibre Broadband


Register (or login) on our website and you will not see this ad.


Pages in this thread: 1 | 2 | 3 | (show all)   Print Thread
Standard User Epthree
(newbie) Thu 29-Apr-21 16:14:30
Print Post

BT FTTP 900 randomly stopped and stuck in limbo


[link to this post]
 
Hi Everyone,

I'm really not sure what to do and need advice.

I had BT fiber installed in early February (the 900 package) and despite a few hiccups on the day it worked absolutely spot on until Tuesday around 12 PM when it died altogether.

I noticed the PON light was flashing on the ONT and BT sent Openreach engineers out the following day (28th) to investigate.

The Openreach engineer came in with his wire cutters and a spare fiber line as they assumed that the cable had broken, however this wasn't the case, and he had to go away and come back with another colleague to run further tests as he wasn't qualified with fiber.

They came back and fixed the PON light which is now a solid green later in the day but the internet still wasn't working and they instructed me to call BT.

I called BT who said that it is an Openreach issue as everything is ok there end and then they said an engineer will come out today (29th) to investigate but they never showed up.

I called BT back and they said they will send another Openreach engineer tomorrow (30th) which I am doubtful will do anything as the last engineer said that if the green PON light is on and the LOS isn't on then as far as they are concerned everything is fine.

Meanwhile I have had other calls with BT where they said their overnight fault team have checked and everything is ok from their end, they don't know what the problem is, and I am constantly going round in circles.

I have disabled family members that need their internet for smart home devices and I also work providing software / support to the NHS and can't afford to be without this connection.

I have spent over 8 hours on the phone and waited in for 2 days, and now I have to wait in for another day. And I'm getting nowhere.

Managers who promised to call back aren't bothering, Openreach are radio silent and nobody knows what's going on.
Standard User candlerb
(fountain of knowledge) Thu 29-Apr-21 16:21:30
Print Post

Re: BT FTTP 900 randomly stopped and stuck in limbo


[re: Epthree] [link to this post]
 
You should be getting compensation from BT for every day that it's down. I thought BT sent out 4G routers in this situation to provide backup service? Maybe it's only for "Halo" customers.

In any case, phone them daily to kick up a fuss about how long you've been out of service. Raising it on BT's twitter feed won't harm either.

Note: don't raise it on Openreach's twitter feed. It's not Openreach's fault, it's BT's fault. That is: even if the problem were on Openreach's network, it is entirely BT's responsibility to resolve it with Openreach on your behalf. And if BT are wrongly dispatching Openreach engineers, that's their fault too.
Standard User Epthree
(newbie) Thu 29-Apr-21 16:22:50
Print Post

Re: BT FTTP 900 randomly stopped and stuck in limbo


[re: candlerb] [link to this post]
 
BT have marked the initial case as "customer reported as resolved" and then opened a new ticket for the same issue to stop us from getting the compensation automatically. They are crooks.

Nobody has mentioned anything about them sending out a 4G backup.

I'm at my wits end with the whole thing.


Register (or login) on our website and you will not see this ad.

Standard User Zarjaz
(eat-sleep-adslguide) Thu 29-Apr-21 16:44:08
Print Post

Re: BT FTTP 900 randomly stopped and stuck in limbo


[re: Epthree] [link to this post]
 
What lights is the router showing ? Steady blue ?
Do you have another router to try ? If not, could you make a direct connection to the ONT from a laptop ?

Standard User Epthree
(newbie) Thu 29-Apr-21 16:51:50
Print Post

Re: BT FTTP 900 randomly stopped and stuck in limbo


[re: Zarjaz] [link to this post]
 
Hey Zarjaz,

Believe it or not, I never used the BT router in the first place.

The day it was installed, it didn't work with their hub, I tried mine while the Openreach engineer was sat in his van and it all started working.

I am unable to make a direct connection to the ONT with a laptop as I don't have a fibre port, unfortunately.
Standard User Whitehall11
(regular) Thu 29-Apr-21 16:56:05
Print Post

Re: BT FTTP 900 randomly stopped and stuck in limbo


[re: Epthree] [link to this post]
 
In reply to a post by Epthree:
Hey Zarjaz,

Believe it or not, I never used the BT router in the first place.

The day it was installed, it didn't work with their hub, I tried mine while the Openreach engineer was sat in his van and it all started working.

I am unable to make a direct connection to the ONT with a laptop as I don't have a fibre port, unfortunately.



Do you mean you don't have an ethernet socket on your laptop? Do you have any device in your home (Old laptop / desktop PC) that you could run an ethernet to / from the ONT?
Standard User Zarjaz
(eat-sleep-adslguide) Thu 29-Apr-21 17:11:39
Print Post

Re: BT FTTP 900 randomly stopped and stuck in limbo


[re: Epthree] [link to this post]
 
So what does your router show ? No PPP ?

Could you set your router to try [email protected] (no password required)
What result does that give ?

Standard User Epthree
(newbie) Thu 29-Apr-21 17:18:18
Print Post

Re: BT FTTP 900 randomly stopped and stuck in limbo


[re: Whitehall11] [link to this post]
 
Sorry guys, I was on the phone with a manager at BT while you posted and I realized I was being stupid.

Plugging my laptop into the ONT directly now using the ethernet cable.

The light on the BT hub is solid orange by the way.
Standard User Epthree
(newbie) Thu 29-Apr-21 17:24:36
Print Post

Re: BT FTTP 900 randomly stopped and stuck in limbo


[re: Zarjaz] [link to this post]
 
The router shows no internet connection.

(Broadband Connection Disconnected)

Both BT and my personal router.

Tried setting username to [email protected] from [email protected] and this didn't fix anything.

Neither did bypassing the router and going directly to the ONT.

BT say they can see my ONT from their side and nothing comes up with remote diagnostics.

Edited by Epthree (Thu 29-Apr-21 17:25:08)

Standard User Epthree
(newbie) Thu 29-Apr-21 17:35:28
Print Post

Re: BT FTTP 900 randomly stopped and stuck in limbo


[re: Epthree] [link to this post]
 
In both of the routers I have (my personal one and the BT one) they have repeated errors.

The BT one is constantly complaining about PPP and my router is saying

"Timeout waiting for PADO Packets"
"NTP Sync Failed"

The time and date of these errors are wrong on both of my routers. - Not sure if this is relevant.
Pages in this thread: 1 | 2 | 3 | (show all)   Print Thread

Jump to