topic Re: Full fibre - Steady Orange light No connection. Bt fibre hub green in Full Fibre

Full fibre - Steady Orange light No connection. Bt fibre hub green

Ashbash1982 — Sat, 30 Nov 2024 11:16:22 GMT

I had full fibre installed and been left with no service for 7 days. Disabled and unable to work from home. LAN - Green PON - Green Router steady orange.

Followed all troubleshooting and changing @plusdsl.net. I’ve had 5 Openreach engineers in my property - I’ve installed a new router.

Openreach blaming plusnet - plusnet blaming openreach. Unable to go any longer with no services for work next week having detrimental effect on health within property. Explained this and told another engineer will attend Monday.

Openreach engineer claims it’s something to do with settings.

Hoping someone can help me - full connection coming in just not making it to router.

Re: Full fibre - Steady Orange light No connection. Bt fibre hub green

jab1 — Sat, 30 Nov 2024 11:34:09 GMT

@Ashbash1982 Did you previously have an FTTC connection with PN? The OpenReach side sounds perfectly good to me, so the only two obvious culprits can be PN, or something at your end.

Re: Full fibre - Steady Orange light No connection. Bt fibre hub green

Ashbash1982 — Sat, 30 Nov 2024 12:20:30 GMT

Hey thanks for replying I’m not that technical either so I’ve went into advanced settings and did what I could see from comments. I’m now back to @plusdsl.net all entered in and back to default settings. Bt openreach keep saying it’s an issue with router and plusnet keep saying they have fault on openreach on kbd report outcome code 509 fault detected in network. I’m still trying to work out what that means lol

Re: Full fibre - Steady Orange light No connection. Bt fibre hub green

jab1 — Sat, 30 Nov 2024 12:34:28 GMT

If PN have an open fault with OR, then unfortunately you (and they) are at the mercy of that unaccountable organisation. I don't know what that fault code is either, but it does suggest the fault is somewhere in the OR network if it is reported after a kbd check.

Re: Full fibre - Steady Orange light No connection. Bt fibre hub green

Ashbash1982 — Sat, 30 Nov 2024 12:45:11 GMT

Thanks - I’m waiting on senior engineer who’s coming out on Monday. 5 engineers external and internal in and out all week, also new router. Don’t understand why they don’t have a work around with the router settings after people switch or even a grace period changing lines over. Tried everything with the settings. Gutted because I will need connection asap and really didn’t want to go to another supplier away from openreach pole. But kind of no choice if no solution by next week. Plusnet manager was useless so gives me no confidence on it being sorted.

Re: Full fibre - Steady Orange light No connection. Bt fibre hub green

RobPN — Sat, 30 Nov 2024 12:51:31 GMT

@Ashbash1982

To eliminate the unlikely possibility that the router is the cause of your problem, if you have an Ethernet connectable computer, connect it directly to the ONT and set up a temporary PPPoE connection using your PN credentials.

Re: Full fibre - Steady Orange light No connection. Bt fibre hub green

bmc — Sat, 30 Nov 2024 13:23:04 GMT

@Ashbash1982

I don't know what the fault means but it appears PN need to raise a fault with OR after receiving it. See

https://www.btwholesale.com/assets/documents/help-and-support/broadband/broadband-repair-guides/raising-a-ccsfi-fault/raising-a-ccsfi-fault.pdf

Brian

Re: Full fibre - Steady Orange light No connection. Bt fibre hub green

jab1 — Sat, 30 Nov 2024 13:33:34 GMT

@bmc Thanks for that link - just one observation - it, according to the 'overview' it is for 21CN copper and fibre broadband, Haven't read it fully, but does it cover FTTP, which is a totally different technology?

Re: Full fibre - Steady Orange light No connection. Bt fibre hub green

bmc — Sat, 30 Nov 2024 13:48:34 GMT

@jab1

It appears to be for both copper and fibre.

1. To run KBD on 20CN product select 20C Knowledge Based Diagnostics
2. To run KBD on 21CN Copper and Fibre Product select New Knowledge Based Diagnostics

Brian

Re: Full fibre - Steady Orange light No connection. Bt fibre hub green

jab1 — Sat, 30 Nov 2024 14:00:23 GMT

@bmc Fair enough, although it is a 2022 publication, so how up to date is it? I'll see if I have time to examine it a little more closely later.

That PDF is an 'idiots guide' to CP's for raising fault - totally useless for anything else.

Re: Full fibre - Steady Orange light No connection. Bt fibre hub green

bmc — Sat, 30 Nov 2024 14:56:07 GMT

@jab1

Agreed it is an idiots guide but it at least gives us mere mortals an idea of what happens.

Further research gives this from 2014.

https://my.btwholesale.com/assets/documents/knowledge_based_diagnostics/NKBD_Customer_Best_Practice_AO.pdf_bk211015

In particular

Given the OP stated the fault code was 509 this appears to fall under the No Fault heading.

Brian

Re: Full fibre - Steady Orange light No connection. Bt fibre hub green

jab1 — Sat, 30 Nov 2024 15:04:01 GMT

Thanks for the further info, @bmc . So, if there is 'no fault', why are OR sending out a 'senior engineer' next week?

Re: Full fibre - Steady Orange light No connection. Bt fibre hub green

Baldrick1 — Sat, 30 Nov 2024 15:28:39 GMT

@Ashbash1982 wrote:
Openreach engineer claims it’s something to do with settings.

But whose settings? Has it ever worked?

When my full fibre was installed the ONT lights were correct but there was no service, which the installation technician put down to an Openreach routing problem. This was fixed after a telephone conversation between the tech and, presumably, Openreach.

Re: Full fibre - Steady Orange light No connection. Bt fibre hub green

Townman — Sat, 30 Nov 2024 16:01:46 GMT

If the PLUSNET HUB TWO router as configured worked with FTTC, upon switching to FTTP, it will work correctly when ethernet port 4 is connected to the ONT.

If the ONT has no red lights, then this is most probably a BTW / BTOR configuration issue similar to that seen around here before.

We have though seen deep technical oddities with third party routers which work fine on FTTC but not on FTTP.

Re: Full fibre - Steady Orange light No connection. Bt fibre hub green

ellie24 — Sat, 30 Nov 2024 16:06:21 GMT

We’re having the exact same issue. Was installed on the 22nd. Steady orange light, green lights on the wall. No one is giving us answers. We’ve been told it’s a PPP issue that should resolve itself. But honestly we are loosing hope now. We’ve got two children one disabled who relies on the WiFi, I need to do work from home also. Anyone else with this problem?

Re: Full fibre - Steady Orange light No connection. Bt fibre hub green

Ashbash1982 — Sat, 30 Nov 2024 16:15:54 GMT

I’m not sure how to do any of the above tbh but will certainly give it a go between comments and use of google Thank you. Just stuck with everything lighting up green on fibre box. Ie Pon & LAN. Nothing making it to the router - steady orange. In router settings just saying no connection. Beginning to drive me insane. Will definitely post up what they do to fix it if they get it fixed

Re: Full fibre - Steady Orange light No connection. Bt fibre hub green

jab1 — Sat, 30 Nov 2024 16:16:36 GMT

@ellie24 So, when the engineer installed your connection, did he test it before leaving - they are supposed to?

Re: Full fibre - Steady Orange light No connection. Bt fibre hub green

Ashbash1982 — Sat, 30 Nov 2024 16:19:48 GMT

Ellie omg same vulnerabilities at home it’s costing me a fortune to go office everyday in taxi’s and I’m only meant to work from home. They told me I’m the only customer to experience this, I knew I wouldn’t have been. Hopefully we can find someone with same issue and found solution 🤞🏼

Re: Full fibre - Steady Orange light No connection. Bt fibre hub green

jab1 — Sat, 30 Nov 2024 16:25:35 GMT

@Ashbash1982 I'll ask you the same question I asked @ellie24 - did the installer ensure you connection was live before leaving?

Re: Full fibre - Steady Orange light No connection. Bt fibre hub green

Ashbash1982 — Sat, 30 Nov 2024 16:37:34 GMT

Yeah I’ve had 3 external engineers in still install and 2 internal engineers to trouble shoot. Now senior engineer on Monday. I can only go on what they say openreach saying everything good at their side and plusnet is the issue and plusnet blaming openreach from reports. Been a frustrating week everyone in loads of calls troubleshooting still nowhere further forward. So this was my last resort to see if any other customers has a solution 🤷🏼‍♀️