topic Flashing PON light and no connecton shortly after upgrade fibre how long for Openreach to fix? in Full Fibre

Flashing PON light and no connecton shortly after upgrade fibre how long for Openreach to fix?

gmulford — Sat, 10 Aug 2024 15:16:29 GMT

We upgraded to full fibre last week, which took an extra 3 weeks as the duct was blocked.

It worked great for a day.... and now we have a flashing PON light and no connection.

I called plus net Thursday morning and they arranged an Openreach engineer for Friday morning, but they didn't turn up.

How long does it usually take for Openreach to fix this sort of thing? as really need the internet next week.

It's already putting me behind as can't connect to the work network over my mobile hotspot, and the kids are going mad without internet. We can't even go back to the old ADSL as it was disabled.

Thanks

Greg

It may have been Openreach disturbing something as they were working on a house round the corner when it died.

Re: Flashing PON light and no connecton shortly after upgrade fibre how long for Openreach to fix?

jab1 — Sat, 10 Aug 2024 15:21:09 GMT

@gmulford If the engineer didn't turn up, you will need to inform PN - they will not be aware of the non-attendance.

Re: Flashing PON light and no connecton shortly after upgrade fibre how long for Openreach to fix?

MisterW — Sat, 10 Aug 2024 15:24:57 GMT

@gmulford flashing PON is not a physical fibre issue, that would give a red LOS.

I believe flashing PON is the ONT trying to negotiate a connection.

I'd give Plusnet another call...

Re: Flashing PON light and no connecton shortly after upgrade fibre how long for Openreach to fix?

gmulford — Sat, 10 Aug 2024 15:28:30 GMT

Thanks, I let them know last night, I think they contacted Openreach and are waiting for a reply.

I've checked the ticket and it says they hope to have a reply by the 14th, does it usually take that long?

A random openreach guy we saw outside said it's probably something on the system and an easy fix.

It's annoying how much we depend on the internet.... D

Re: Flashing PON light and no connecton shortly after upgrade fibre how long for Openreach to fix?

MisterW — Sat, 10 Aug 2024 15:46:13 GMT

At least you should be entitled to automatic compensation. https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/

£30.49 for the missed appointment (assuming it was a confimed appt) , plus £9.76/day after the first two days since it was reported.

That probably doesnt help with getting internet back , but I'm afraid Openreach work at their own pace.

Have you got a phone with a decent data plan , you could use it as a hotspot (assuming you've got decent mobile coverage)

edit: might be worth trying a power cycle of the ONT if you haven't already.

Re: Flashing PON light and no connecton shortly after upgrade fibre how long for Openreach to fix?

gmulford — Wed, 14 Aug 2024 12:42:41 GMT

Still no access and a flashing PON light.

We called for an update and each time it's another 48 hours.

The ticket says "It shows on radius as online but with a fault, and open reach are delayed by a router light issue".

It would be nice to get a real update on what the actual problem is.

The router is sending the PADI requests just not getting an acknowledgement, so seems like some optical routing isn't working. I'd have though they didn't activate the ONT but it worked for a day, then died.

I guess it's just continue to wait for Openreach, who i guess are super busy as this area has only recently been enabled.....

Re: Flashing PON light and no connecton shortly after upgrade fibre how long for Openreach to fix?

MisterW — Wed, 14 Aug 2024 13:48:20 GMT

I guess it's just continue to wait for Openreach, who i guess are super busy as this area has only recently been enabled.

That should really only affect installations which generally done by contractors.

From what I see, it seems the systems (Openreach and ISPs) doesnt yet handle the 'odd' faults on FTTP very well!

The ticket says "It shows on radius as online but with a fault, and open reach are delayed by a router light issue".

That doesnt really make a lot of sense?

If you haven't got a sensible answer in the next day or so, I'd be inclined to raise a complaint.

Re: Flashing PON light and no connecton shortly after upgrade fibre how long for Openreach to fix?

James30 — Thu, 15 Aug 2024 14:30:07 GMT

@gmulford I see you have a fault raised for Openreach to attend teh network to fix the issues and we will update you shortly with the progress.

FYI, you can track the fault notes here @ https://www.plus.net/wizard/?p=view_question&id=243144132

Re: Flashing PON light and no connecton shortly after upgrade fibre how long for Openreach to fix?

gmulford — Thu, 15 Aug 2024 14:37:26 GMT

Hi thanks, yes they updated the notes to say physical fibre fault, about the same time I posted.

The open reach guy on the side of the road wasn’t aware of any faults hopefully they will have a look soon.

And typically every other fibre company seems to be pulling fibres down our road today.

Re: Flashing PON light and no connecton shortly after upgrade fibre how long for Openreach to fix?

gmulford — Sat, 31 Aug 2024 12:39:29 GMT

Open reach came out and fixed it, they swapped the ONT and when they called to activate it there was no profile setup on the address. After reactivating it everything is working, also got an email about the auto compensation.

Thanks for the help.

Greg