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Fibre install due today AM. Can I call BT to confirm?

Grafter
Posts: 74
Registered: ‎27-10-2013

Re: Fibre install due today AM. Can I call BT to confirm?

thanks dvorak
The last entry in my log now reads
SNTP unable to contact server x.x.1.7
Aspiring Pro
Posts: 6,346
Thanks: 32
Fixes: 5
Registered: ‎26-11-2011

Re: Fibre install due today AM. Can I call BT to confirm?

Hmm, looks as though your line isn't in sync.
Assuming everything is connected up correctly, I think we're going to need a further engineer. Any ideas when you could be available for a visit?
Grafter
Posts: 74
Registered: ‎27-10-2013

Re: Fibre install due today AM. Can I call BT to confirm?

Thanks Chris,
If that is the case, that is really inconvenient.  It is extremely difficult for me to arrange to work at home.  Today's engineer visit was agreed with me over 2 weeks in advance, it being the first date in my diary where forces colluded in order to make out of office working possible.
I have just spent time on the phone to your support desk, who asked my to connect a PC directly to the BT modem and create an internet connection in order to test the BT element of the service.  After repeated attempts, I get the same error (code 651)
What I need to establish now is which of these two options will restore a working service quickest:
1. Pursue fibre service fault resolution
2. Roll back to ADSL service (for which I still have the ADSL modem)
Please advise
danyul
Aspiring Pro
Posts: 6,346
Thanks: 32
Fixes: 5
Registered: ‎26-11-2011

Re: Fibre install due today AM. Can I call BT to confirm?

I'm really sorry that this is the case, it's certainly not the way that I wanted things to go.
It's probably going to be quicker to get a fault engineer out to resolve the issue. If you can let me know when you may be able to get some time free, I'll do my best to arrange a visit around you.
Grafter
Posts: 74
Registered: ‎27-10-2013

Re: Fibre install due today AM. Can I call BT to confirm?

Thanks Chris
First half day that looks possible is Monday 19th May AM.  However I am not happy to live without an internet service for that long )or pay for a BT wireless access service at a cost of £6 per day, which is what I have had to do today).  Therefore I will ask my wife if she can meet an engineer sooner than that and post back here tomorrow AM.
Thanks
danyul
Aspiring Pro
Posts: 6,346
Thanks: 32
Fixes: 5
Registered: ‎26-11-2011

Re: Fibre install due today AM. Can I call BT to confirm?

Ok - a weekend appointment may be possible, if that helps?
Pro
Posts: 1,459
Thanks: 119
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Registered: ‎19-02-2014

Re: Fibre install due today AM. Can I call BT to confirm?

Seems Engineers are told different things or maybe some choose to do more than others i dont know,  the engineer I had to install fibre for me set up and tested everything including installing the modem making sure that synced with the cab ok  made sure the router worked and had synced with the modem and plusnet, tested for line errors and that speed tests matched the sync before leaving, my line and service was up and running while he was there, i asked if this was standard procedure as other installs i had heard about only included installing the modem then leaving he said yeah this is how it should be done but agreed many don't.  Funnily enough he wasn't a OR engineer but one of the 3rd party ones I guess they care more, at least the one i had did.  
Grafter
Posts: 74
Registered: ‎27-10-2013

Re: Fibre install due today AM. Can I call BT to confirm?

Thanks Chris
My wife will be in this Wednesday morning 14th May until 12:30.  Please can an engineer be booked for this Wed 14th AM? Note that there will be no knowledge of how to log into routers or do anything remotely technical available though!
Hi Terranova667 - Yes I don't doubt the varying quality of the engineers.  However to be fair to the one I met today, he was certain he had proved synchronisation with the local cabinet, and as there was no connection, did not have the opportunity to test anything further.  Clearly if time demonstrates that there is a sync problem he should have employed additional thought.
Chris - I have attempted to migrate to PN service three times.  The first was a disaster and I cancelled.  The second was problem free.  This is the third.  On the first occasion, the root cause of the issue, which was very similar in terms of symptoms, was a faulty router.  Is that ruled out in this case?
Thanks
danyul
Aspiring Pro
Posts: 6,346
Thanks: 32
Fixes: 5
Registered: ‎26-11-2011

Re: Fibre install due today AM. Can I call BT to confirm?

Hi danyul,
That's fine, I've got that booked in as you've requested. We'll get you a good will gesture sorted out once the engineer has been and resolved the issue for you.
Grafter
Posts: 74
Registered: ‎27-10-2013

Re: Fibre install due today AM. Can I call BT to confirm?

That's great, thanks very much Chris
Moderator
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Registered: ‎11-01-2008

Re: Fibre install due today AM. Can I call BT to confirm?

Quote from: danyulo
...was a faulty router.  Is that ruled out in this case?

This was ruled out by not being able to create a connection with your PC directly plugged into the OR modem. If that had worked it would be a faulty router.
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If it fixed it click 'This fixed my problem'
Grafter
Posts: 74
Registered: ‎27-10-2013

Re: Fibre install due today AM. Can I call BT to confirm?

Ah yes, good point thanks dvorak
Grafter
Posts: 74
Registered: ‎27-10-2013

Re: Fibre install due today AM. Can I call BT to confirm?

Hello PN staff,
Please could you check that BT are still committed to attending my home address today AM to complete my failed FTTC installation?
User Id: reverendo
thanks
danyul
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Fibre install due today AM. Can I call BT to confirm?

It's booked in for you, keep us updated on how you get on.
Grafter
Posts: 74
Registered: ‎27-10-2013

Re: Fibre install due today AM. Can I call BT to confirm?

Thanks very much Chris