In reply to a post by FibreBubble:

In my view suggesting that the OP has problems with splicing at their property is unlikely and unhelpful as it suggests to the OP something local is wrong.

My hunch is this problem is somewhat further back up the line as the ONT thinks it is connected and connected to what it is supposed to be by the sounds of things.

Let's hope the 'Senior Engineer' has got to the bottom of it.

Sure. I tend to agree - the problem could be an authentication or account issue at Zen's end. It could be backhaul related, it could be several other things.

However the OP does have concerns, as noted and quoted below. Although may not be directly related to the issue at hand. This doesn't necessarily read like good practice to me...he's raising it.

I'm trying to explain what could be the cause of that.

In reply to a post by kam67:

P.S. It would be very revealing if the fix (hopefully!) involved reattaching/reconnecting cables at the CSP, as that where the Openreach tech seemed to be really struggling (breaking the cable several times - and in the end appeared to wrap the cables in what appeared to be a bit of cloth!)

If the problem is related to a Zen issue such as authentication, what can Zen do to rectify the issue; and failing that, how likely would switching ISPs resolve the problem? Also there is still the avenue that the Openreach engineer advised going down: “Ceasing and Reproviding”. It is still unclear to me what this exactly entails. The only comment I’ve had from Zen regarding this matter is that it is a last resort and one that ultimately depends on Openreach rather than Zen. Anyone able to shed any light on this?

Edited by kam67 (Sun 04-Dec-22 23:23:52)

In reply to a post by FibreBubble:

Let's hope the 'Senior Engineer' has got to the bottom of it.

Yes - I hope so too! Though can’t get rid of the feeling that sadly this nightmare isn’t over yet! Hope I’m (as often is the case) being unduly pessimistic. Have to say though that term “senior engineer” tends to set off my internal alarm system.

In reply to a post by kam67:

If the problem is related to a Zen issue such as authentication, how likely would switching ISPs resolve the problem?

Authentication is done by your ISP. So it follows your ISP. I would give Zen time to resolve the issue.

[For clarity and the avoidance of doubt - there is also ONT authentication onto the physical fibre network, the PON. This creates the end to end connection between your ONT and the OLT at the headend exchange. However this is all invisible to the end user and doesn't alter with ISP etc. If there was a problem here then the PON light on the ONT would not be solid green. This would be up to Openreach to resolve]

Thanks Pheasant - that’s helpful. In my case there is a solid green line on the PON. I do agree however that I need to give them time - especially given my contract with them states that I would be in my right to terminate without penalty only after a month had passed without my grievance being redressed. There is however still this mysterious matter of “cease and reprovide.”

Edited by kam67 (Sun 04-Dec-22 23:34:09)

In reply to a post by kam67:

If the problem is related to a Zen issue such as authentication, what can Zen do to rectify the issue; and failing that, how likely would switching ISPs resolve the problem? Also there is still the avenue that the Openreach engineer advised going down: “Ceasing and Reproviding”. It is still unclear to me what this exactly entails. The only comment I’ve had from Zen regarding this matter is that it is a last resort and one that ultimately depends on Openreach rather than Zen. Anyone able to shed any light on this?

I wrote my original reply above and then noticed you edited your post. My reply above still stands, however I would just reiterate that any authentication issues are with Zen to resolve wholly and solely. If there are further problem with the provisioning then again that is in the remit of Zen to resolve and you should give them time to work through the issue, where appropriate and necessary they will revert to Openreach.

Pulling the trigger on Zen right now probably isn't the best move. Let them try and resolve it.

How would I be certain that they are investigating the issue of authentication and related problems? Is ceasing and reproviding related to this?

You can’t. You simply have to wait.

Authentication and account issues are Zen internal matter. Anything to do with ceasing and re-providing the service on the physical network, is an order and business between Zen and Openreach. Again unless they explicitly tell you this is happening you can’t be certain of it.

In reply to a post by kam67:

... regardless of the accuracy of the script/language 😏!

That's putting it mildly! (My underlining)

There's no suggestion that Openreach mentioned a senior engineer. That's part of the talking-down style demonstrated below of the reply from Zen.

"I understand that you had questions about the length of time this has taken and that we did previously advise that issues like the one seen can be hard to find and repair" (So this Zen person is just quoting from their previous reply by someone else).

"and I want to assure you that openreach are fully trained to find and resolve faults of this nature ..." (That's what is expected from Openreach. It should be a given!)

"... and after a senior engineer was sent yesterday to perform move in connectors," (That could be unpleasant to clean up).

"... they have been able to get a solid light level with no warnings or failures showing and have requested us to retest this service with you". Surely that was also the case right at the start? As made clear by what you described at a couple of places in your opening post. Openreach previously suggested a Zen problem.

In reply to a post by kam67:

In reply to a post by FibreBubble:

Let's hope the 'Senior Engineer' has got to the bottom of it.

Yes - I hope so too! Though can’t get rid of the feeling that sadly this nightmare isn’t over yet! Hope I’m (as often is the case) being unduly pessimistic. Have to say though that term “senior engineer” tends to set off my internal alarm system.

The word "senior" seems to have been introduced by Zen unless you missed it out in what you posted , which was that Openreach sent an engineer out who had moved a connection. As for ... have asked us to reach out and request that the ONT unit is reset", that is modern gobbledegook! In clear English it would be have requested we ask you to reset the ONT.