Help FTTP Install Gone Wrong - No Internet

We just got FTTP in on our street and I was supposed to get an upgrade from copper to FTTP today but the install has gone wrong and left me with no internet.

The engineers had to use the copper to get the fibre to the CSP as the duct wasn't fitted correctly when the house was built. So I no longer have copper running to my house.

To give the engineer his due he stayed nearly 6 hours to try and get it working but the ONT just won't talk to the exchange. He said it needed another visit as he'd run on our of time. but couldn't give a timescale.

The PON light is flashing, with a pause after a certain number of flashes. I called my service provider but they can't help until they get the engineers report.

Has anybody been this issue before and how long did it take to fix. Thanks

Where abouts are you?

Just saw this:

https://www.thinkbroadband.com/news/10032-outages-ne...

Might be relevant.

I'm in South Cumbria, so unlikely to be that.

Also , I'm the first on on the street to have it installed.

The little ‘hang’ on the third flash , I’d guess it’s going to the wrong SASA. So the light is misrouted, and is not appearing on the correct head end fibre it has been built to.
Will need an N11 skilled engineer to sort it out. Many installers are not skilled to fix that.

More than a little pants that the installer didn’t get the copper back up and running though .

Presumably to do so they would have had to pull the copper back in using the fibre at which point the next installer would have to do the whole job again - or should they have pulled a draw string in with the fibre so that future installs could be done using the draw string?

In reply to a post by Zarjaz:

I’d guess it’s going to the wrong SASA.

Sounds likely, if the OP is the first one being connected then any other neighbours on the same PON is likely to have the same issue until its corrected.

Well your suggested option 2 is what I would have gone for .. if the duct was proving tight, then rope one way, then fibre, and if SO tight, a length of jumper wire to provide temp copper service.

All very time consuming though, and that is a precious commodity for these guys.

Thanks for the replies everyone.

From what the installer said, the issue with the duct is that it goes to my neighbours first before it goes to the chamber in the pavement, so the rods weren't getting to the pavement duct. Apparently when the house was built 20 years ago, the builders didn't do the duct work right.

On the positive side, the internal install is really neat and it passed the wife test when she came in from work.

The OR guy actually came back at tea time as the OR tech support team wanted light levels checked, which were fine, before the next step.

He told me the issue is at the exchange end, so it tallys up with what @zarjaz said about the light being misrouted and that it needs a different type of engineer. I'm guessing it was built wrong in the first place.

I'll keep you posted as things progress.

Good luck !