botched FTTP install

Had terrible experience with BT FTTP so far. Had it installed in parallel with FTTC still working, run for a week, then switched off FTTC and the next day FTTP started to have issues as well. Red light on ONT. Comes back green early morning for may be 30 min and then red the rest of the day, sometime red for days in a row. OR came and fully rewired from pole to house twice. Now awaiting some "specialist team" action. Already been 10 days since this started.

Did anyone have any experience with the same kind of fault? I google it and the only mentioning I could find is about borked roll out in terms of capacity as they might have switched someone on after a week I had it and now there is not enough signal strength for everyone...

The red (LOS) light on the ONT indicates there is a problem on the optical network. The fault may be further up the network from where your connection meets the pole. Openreach will need to investigate and resolve.

In the meantime remind / get BT to acknowledge that they owe you compensation for each day, after 2 working days, that the fault remains unresolved. This comes under the Ofcom automatic broadband compensation scheme:

https://www.ofcom.org.uk/phones-telecoms-and-interne...

Good luck.

Edited by Pheasant (Tue 09-Nov-21 10:11:48)

Business or Residential?

If you are a BT Business customer you should or could have 4G Assure. If you don't pester BT to supply a dongle FoC so you will at least keep connectivity.

Yeah I'm aware of daily compensation (~£8), but that obviously doesn't help with getting back online for now.

Its a residential service, without Halo addon, so they point blank refused to send me mini hub to keep me going. They did offer upgrade to Halo and then to send me a mini hub, but the cost of that over 24 month contract is much more than if I set it up manually (I have a Huawei 4g travel adapter already).

Last few days I was experimenting with SIMs from all networks and native EE gives me the best speeds, but their unlimited tariff is very expensive (but I think I already can cover a month of usage by compensation money when they come). My regular work-from-home usage (without evening TV streaming) is about 5-10Gb/day, so unlimited is the only option...

You need to get back to them and remond them that their service is failing. You don't want the Halo option, just basic service and they can achieve that by sending a business hub and 4g dongle. If no joy, escalate it to teh team leader or if that fails further up the BT chain.

I've spoken to quite a few people/teams (including complains team that phones me up every couple of days) over the last 10 days and apart from being sorry they do not offer any other solutions. I'm opened to suggestion of how to reach the next level for complains...

What's more - they do not seem to have a way of contacting OR if they still getting updates from them as "we are still working on it, next update in 2 days".

Edited by someuser08 (Tue 09-Nov-21 12:14:06)

Just wanted to share this - the saga goes on, the fibre is down for over three week now with no resolution in sight. Last couple of engineers told me there is nothing wrong with the cabling around the house or the street, so likely in the exchange. When they ask to reboot CBT it comes back up for anywhere from 5 to 60 min and then everything goes dead again. I was told those engineers can't touch anything in the exchange (or whatever they use to provide FTTP), so different set of people need to sort it out.

BT's support has just one answer - we are booking an engineer (4th one now), although this time they said its not Openreach, but BTWholesale one as BTW owns the equipment in the exchange... Is this true or some other BS from them?

In reply to a post by someuser08:

BT's support has just one answer - we are booking an engineer (4th one now), although this time they said its not Openreach, but BTWholesale one as BTW owns the equipment in the exchange... Is this true or some other BS from them?

Openreach own the OLT's.
Anything resulting in the PON light going red is the responsibility of Openreach.

BT Wholesale are responsible for the backhaul, beyond the OLT.

Ultimately it's your service provider that is responsible for your service - that is BT Retail - so you need to escalate to the highest level there. Don't be fobbed off.

On a practical note - from the symptoms described this sounds like a base level physical / optical network issue (why the LOS light is red). This is ultimately the same as the wires that make up a copper broadband service, so is actually the responsibility of Openreach to ensure that the basic connection is stable.

However as said, your 'throat to choke' on this is BT (Retail).

I thought so, but going give them one last chance to try to fix this tomorrow (no expecting anyone to come to the property this time - I was explicitly given assurance its not the same type of engineer that came previously).