In reply to a post by someuser08:

Typical - as soon as I restructured my network back to fibre (still through SH2), the connection went down again...

Ah oh dear - Well as Witchunt says, it's likely it'll kick in when they find some parts for you!

I'm having real struggle with this now. Even though I have now involved OR senior escalation team , the BT keeps closing the fault automatically (it seems that if the fault is not with engineer they monitor the connection and if it is live for a short period of time its automatically closed), so I'm probably going to switch off SH2 and just monitor ONT for the time being...

Dunno if this is ever going to be resolved. I've been working with OR escalation team and they said technical team is till doing monitoring of the line as they still have no idea what is wrong and can't see any mentioning in the comms of any hardware needed to be replaced...

You've been out of service for, what, 5 weeks now? Openreach CEO seems to be a good port of call. And I'd have thought BT should either be reactivating your FTTC for free, or giving you 4G.

In reply to a post by candlerb:

You've been out of service for, what, 5 weeks now? Openreach CEO seems to be a good port of call. And I'd have thought BT should either be reactivating your FTTC for free, or giving you 4G.

Yes, 5 weeks exactly. I did the OR CEO email and that got picked up by the exec escalation team who just been relaying the info from the local team who says the cause has not been identified. Next update is on Monday...

I am on 4g now, but barely surviving as BT mobile has a speed cap of about 30/15 on their SIMs (upload and latency is the main challenge). Going back to FTTC is an option, but unresolving this would mean I can never upgrade to FTTP (or at least be sure it would be working at some point).

Edited by someuser08 (Fri 03-Dec-21 16:25:37)

Sorry I may have missed it in this thread but are you the only one having this issue on your PON?

In reply to a post by dect:

Sorry I may have missed it in this thread but are you the only one having this issue on your PON?

I do not know this, but there is currently an "issue affecting you area" when I do service check on BT website. It was like this before but was resolved, but latest one from 30/11 still ongoing. I only know I'm the only one provisioned on my pole...

It's unacceptable quite frankly, especially if this at an exchange (head-end) level. I have a feeling you're only being led on this journey because your particular PON only has you or a very small amount of people on it.

If this is a component shortage issue and it's delayed by supply chain issues, surely OR has replacement OLT units or can shift you onto a different piece of kit within the exchange whilst they wait for the piece of kit.

I doubt OR also see the difference between retail and business FTTP, which really does not bode well for business customers who may really need to rely on this in the future as the roll out continues. I know Lease Lines have SLA's, but it is frankly ridiculous that an EAD can be resolved in hours, let alone days but this can't.

Very frustrating indeed for the OP. However he has at least got 4G from them and is ought to still be receiving the automatic compensation payments too.

EAD is a completely different ball game. Not much point comparing repair times (or for that matter installation times), as completely stand apart product, different tech, different teams, different contract, SLA obligations and last but not least let’s not forget price. It is 5 to 10 times the price of your standard FTTP product.

What is frustrating is that after all this time Openreach cannot “un-ringfence” or sequester the replacement gear from the installation/rollout side of the business and backfill that when the replacements arrive. I guess there must be contractual or other conditions that mean they cannot do that.

Lets hope they are 100% sure what the route cause is and not just replacing things as a process of elimination.