topic Re: Full Fibre drop out while on holiday in Full Fibre

Full Fibre drop out while on holiday

nevgeorge — Fri, 14 Jul 2023 16:03:48 GMT

When we got back today we found the FF off and lights non the BT thingy with a red light on POS and the light next to it off.

This must have happened two days ago because I haven't been able to contact my Ring doorbell for that time or my CCTV cameras. the router shut itself down which was helpful.

Anyone any ideas? Because I have tried resetting and all other manor of reboots but nothing just dead. I take if there is no ticket raising, because I like to have it in writing, anymore.

Re: Full Fibre drop out while on holiday

jab1 — Fri, 14 Jul 2023 16:16:01 GMT

@nevgeorge The red LOS light means 'Loss Of Service'. You need to get PN to ask Openreach to investigate.

Re: Full Fibre drop out while on holiday

Anonymous — Fri, 14 Jul 2023 16:28:43 GMT

Try reporting the fault using Quickest way - troubleshoot by text

which does leave some written visibility in the ticket system, and it is quicker than waiting for an answer if you tried to phone support - especially this close to the weekend !.

Re: Full Fibre drop out while on holiday

ClaudiaG23 — Sat, 15 Jul 2023 18:31:46 GMT

Hi @nevgeorge I've run a test and I've found a major service outage in your area which is causing the issue with your internet. The Suppliers have advised this should be resolved by today.

If there is still no connection by Monday pop us a message and we can investigate this further, the Suppliers aren't open on Sundays, this is why I've said Monday.

Re: Full Fibre drop out while on holiday

nevgeorge — Mon, 17 Jul 2023 09:19:07 GMT

Thanks for the reply ClaudiaG23, we still have a red light and no internet, this now day 5 since it being down, I'm on a 4g travel MiFi just so I can get doorbell and security cameras going and get email.

So if this can be investigated further I'd be grateful
Thank you in advance
Nev

Re: Full Fibre drop out while on holiday

Eggs — Mon, 17 Jul 2023 12:39:36 GMT

Have you checked the external wiring to your home?

Is there any sign of damage which may have occurred whilst you were away?

Re: Full Fibre drop out while on holiday

jab1 — Mon, 17 Jul 2023 12:42:01 GMT

@Eggs See post #4 - it explains the problem.

Re: Full Fibre drop out while on holiday

nevgeorge — Mon, 17 Jul 2023 12:48:48 GMT

Yes done all that inside and out. Last coms with PN was that there is an outage in Chester and should be fixed by tomorrow night, so 6 days without, using MiFi for time being, not ideal but useable.

Re: Full Fibre drop out while on holiday

nevgeorge — Wed, 19 Jul 2023 09:34:02 GMT

Day 7 without Full Fibre, the LOS Red light on the ONT has gone out and now the PON is Green is going on and off, Hub 2 is Orange.

Tried it with new cables, another Router TP 1500, reboot all several times. Managed to get into both Router managers to try and connect from there....Nothing!

Still have 40Gb on my TP M7000 MiFi but not Ideal, doesn't do streaming particularly well and no good on the TV. If we had 5g in Chester I would consider ditching FF with Plusnet but we haven't so lumbered with it now, just don't like being charged for access, not actually PlusNet's fault more to do with BT.

Bit fed up with it all now, if I have another week of this I want it terminating, not good enough.

Re: Full Fibre drop out while on holiday

jab1 — Wed, 19 Jul 2023 09:38:28 GMT

TBH, it sounds like progress is being made. Flasing green is the ONT attempting to connect.

Re: Full Fibre drop out while on holiday

ClaudiaG23 — Wed, 19 Jul 2023 09:48:32 GMT

Hi @nevgeorge I'm sorry your internet is still down! I've run the test again and there is still an outage in your area. The Suppliers have updated the estimated completion date to 20th July at 7.30pm.

Re: Full Fibre drop out while on holiday

nevgeorge — Wed, 19 Jul 2023 10:26:20 GMT

It was supposed to be fixed at 18:30 last night now they have pushed it out to tomorrow at a convenient 19: 30 pm so if it doesn't come on again no one to contact at that time of night.

I don't have internet or TV which I rely on being stuck in my house since becoming incapacitated 3 years ago. Not acceptable is it really? I will be seeking compensation.

Re: Full Fibre drop out while on holiday

jab1 — Wed, 19 Jul 2023 10:30:12 GMT

@nevgeorge No, it is not good, but technology has a habit of falling over at times, it can take time to resolve. You will receive compensation, like all the others affected, in line with the OFCOM compensation scheme.

Re: Full Fibre drop out while on holiday

Mustrum — Wed, 19 Jul 2023 10:34:01 GMT

@nevgeorge have you got a fault ticket open?

Any automatic compensation will be calculated from the details of that ticket.

Re: Full Fibre drop out while on holiday

nevgeorge — Wed, 19 Jul 2023 10:35:46 GMT

Yess there's one open when I log onto my account.👍