Email cloudscape support now, sometimes they answer on a weekend/out of hours even though they list support as being office hours only. Was with them for 3 years and found them excellent.

In reply to a post by dect:

The thing that goes through my mine is, if there was an issue and the engineers had to do some work on in the splitter node to get it to work has your CBT port be wrongly connected to a different splitter (if there was more than one in the splitter node).

I don't think you'd get solid green unless the ONT has successfully registered to the OLT.

This implies the problem is somewhere backwards from the OLT: cablelink, backhaul, ISP session termination etc.

In reply to a post by candlerb:

I don't think you'd get solid green unless the ONT has successfully registered to the OLT.

This implies the problem is somewhere backwards from the OLT: cablelink, backhaul, ISP session termination etc.

You make a good point, it was just strange that the OP originally had a problem that required remediation by Openreach engineers on installation day and also an issue between the OLT and the ISP. How unlucky can you be?

Edit: Thinking about it don't the Openreach engineers as part of closing the job down force a remote test of the service from OLT to ONT so another nail in my suggestion.

Edited by deleted (Sat 16-Jul-22 18:55:16)

You said "You may have a green light, but either Openreach or the ISP may not have correctly configured the traffic path" - I concur, and it seems that a dialog between Cloudscape and Openreach is currently under way, I think I will take a back while they do their magic.

Good plan. If the ONT is correctly registered onto the PON that really is as much as the Openreach engineer can /could do for you on install day.

As noted by @candlerb full end-to-end connectivity requires your ISP to correctly configure their "pipe" which runs over the Openreach "pipe" - this may require additional work between them and Openreach or indeed just on their own systems.

Sometimes its all ready to go and as soon as the ONT connection is up, everything comes up ready. Sometime not and a bit more of a wait can be expected.

In reply to a post by Pheasant:

You said "You may have a green light, but either Openreach or the ISP may not have correctly configured the traffic path" - I concur, and it seems that a dialog between Cloudscape and Openreach is currently under way, I think I will take a back while they do their magic.

Good plan. If the ONT is correctly registered onto the PON that really is as much as the Openreach engineer can /could do for you on install day.

As noted by @candlerb full end-to-end connectivity requires your ISP to correctly configure their "pipe" which runs over the Openreach "pipe" - this may require additional work between them and Openreach or indeed just on their own systems.

Sometimes its all ready to go and as soon as the ONT connection is up, everything comes up ready. Sometime not and a bit more of a wait can be expected.

Just for the record Openreach have responded by saying:
The order was routed to the wrong CBT and also had an incorrect address.
The correct address updated of xxxxx to the correct NAD and CBT along with the ONT SN that was fitted.

The supplied ISP pre-configured router had credentials set for different customer!

How unlucky can one person get?

Openreach have requested the ISP to place a new order. That's been done but I don't think the issue will be sorted in a matter of days.

The original order was placed nine months ago and has had 13 abortive visits to get the service in. What we found is that you could not order FTTP unless you had a copper based line installed first to be able to quote the landline number for the FTTP order.. Over this period, Openreach did supply a fish tank and tubing to be installed on our own land. As it was a new build they insisted that that the name of the property was registered with the local council which in turn created a new postcode.

Just this last hurdle (I hope) to jump over. This is a very rural location so very fortunate to be getting FTTP.

Whoa what a saga! Did I read that right - 13 abortive visits from order placement - what went wrong on all those visits!?

In reply to a post by trolleybus:

Openreach did supply a fish tank and tubing

Interesting choice of words.

Gallows humour perhaps?! 😎

I presume he meant a quadbox chamber of sorts and some lengths of 54/56 duct conduit

In reply to a post by Pheasant:

I presume he meant a quadbox chamber of sorts and some lengths of 54/56 duct conduit

I thought the same, mine are often full of water but never seen any fish in them yet

In reply to a post by Pheasant:

Whoa what a saga! Did I read that right - 13 abortive visits from order placement - what went wrong on all those visits!?

Yes that is right.

The property is a new build at the end of a private road. At the start of the construction, a caravan for the the foreman to supervise the works from, was brought onto site. It had a telephone installed requiring two new chambers for an underground service along the side of the road, From the end chamber, the cable was directly buried to feed into the caravan. As you enter the gated private road, on the public highway, there is a telephone pole. From there 13 properties get there service by underground ductwork into each property.

About two years ago, 74 properties were included in a Demand Led Community Fibre Partnership where each had to pledge to have a FTTP service once it was installed and all got a voucher from DCMS valued at either £1500 or £3500 - this included the Caravan. As the build progressed, there was no longer a need for the caravan and it was removed with the telephone line being ceased. The end of the cable would have get covered over by the foundations to the new build.

Eventually all properties in the scheme were advised that they could order a FTTP service from their chosen ISP but when we went to order the service, the newly named property on the site was not showing FTTP as being available, but it could be installed to the non-existent caravan.

Ridiculously, to be able to order FTTP, you must have a working copper based phone service. Duly order and the first of many Openreach engineers turned up expecting to liven up the end of the directly buried cable that formerly served the caravan but by then this was an impossible task with the end of the cable under the house foundations,

It was obvious to us that to get a phone service, there was a need to extended the service from the final chamber on the side of the road into the new build. Many Openreach engineers turned up expecting to find a pole to install an overhead connection into the property. Why they thought that, I have no idea. Meanwhile and unfortunately, heavy machinery went over the chamber causing extensive damaged making it entirely unusable.

All previous visits were by Kelly's but on the 8th visit, it was actually an Openreach engineer who turned up. They saw what the problem was and said it was up to us to repair the damage if we wanted to avoid hefty charges from Openreach. They would however provide a new plastic chamber and sufficient underground ducting to reach the new build, Offer accepted and the items turned up as visit number 9. Carried out the necessary ground works. Visit 10 saw Kelly's turn up again, but they didn't have enough multicore cable to do the job. Visit 11 and at last we had a copper based phone service.

Tried to order FTTP but the new house name continued to show that FTTP was not available for the new build, only to the non-existent caravan. Openreach said to the ISP to place an order against the availability shown for the caravan. Eventually Openreach turned up to do the job (visit #12) but the newly fitted ONT displayed a red LOS. They returned the following day (visit #13) and the LOS lamp was extinguished. However the router indicated no internet service.

Openreach then stated that a new order had to be placed against the name of the new property. There won't be a visit #14 because all necessary tasks will be carried out remotely and they are committed to do the job on the 21st July. Locally it will be necessary to change the logon credentials for the broadband service within the router. So it's looking good for a go live date tomorrow. Well let's hope so.

I claim the prize for the most number of visits to get a service up and running but I guess ny story can be topped by others.

Edited by trolleybus (Wed 20-Jul-22 19:38:26)