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FTTC to FTTP upgrade not activated

zzsimzz
Dabbler
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Registered: ‎21-08-2023

FTTC to FTTP upgrade not activated

This morning an engineer installed FTTP and fitted an Adtran ONT, he said that the activation has not happened and would take a couple of hours to happen.

 

Currently the ONT has green power light and red PON light.

 

After midday I got a text saying the order has been delayed.

 

I called customer services and they said to wait until midnight tonight for the activation to happen. So far, no email received from plusnet regarding activation.

 

Since calling I checked my account for messages and can see that is says “OR advisor informed : I do apologise and as I have checked the internal appointment has passed and the engineer has visited but they didn't complete the work due to light issue on fibre and N11 skilled engineer is required to complete the task and the engineer is working on it and it will take 5 working days to complete the task so I would like to request you wait for the further update.
When to review HUD: 29/8 for the further update.

This Question is now on hold until Wednesday 30th August at 9:00am.”

 

Does this mean that the wait until midnight is irrelevant if it says n11 engineer?

 

Regards

22 REPLIES 22
MisterW
Superuser
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Registered: ‎30-07-2007

Re: FTTC to FTTP upgrade not activated

Does this mean that the wait until midnight is irrelevant if it says n11 engineer?

Very likely, it sounds like there was an issue with light levels on the fibre. Probably either a fibre or equipment fault and requires a skilled Openreach engineer to investigate. Openreach estimate it could take up to 5 days to fix

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

zzsimzz
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Registered: ‎21-08-2023

Re: FTTC to FTTP upgrade not activated

Thank you for your fast reply.

 

Will my FTTC connection continue working until the switch over?

 

At least I know not to keep going to check if the PON light turns green today.

 

How disappointing!

 

 

MisterW
Superuser
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Re: FTTC to FTTP upgrade not activated

Will my FTTC connection continue working until the switch over?

I'm afraid I really dont know. I'm assuming by your comment that it IS working at the moment ?

As long as the Openreach engineer hasnt marked the FTTP install as complete , then it SHOULD continue to work.

You will really need to call customer services to check that though...

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

zzsimzz
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Re: FTTC to FTTP upgrade not activated

Yep its still working at the moment. 

 

Hopefully like you say it will continue working until the activiation has happend.

 

I take it there is no way of knowing how long until the N11 engineer will be? do they contact me directly to work on the house or is this work that happens at the post or cabinets?

MisterW
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Re: FTTC to FTTP upgrade not activated

I take it there is no way of knowing how long until the N11 engineer will be?

No, Openreach work to their own timetable!

do they contact me directly to work on the house or is this work that happens at the post or cabinets?

I would have thought the problem is external, in which case Openreach may just arrive to fix it without warning, although you would have thought they would want to check the ONT when theyve fixed the problem. I'd leave the ONT powered, just in case, as they can check the connection remotely then.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

zzsimzz
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Re: FTTC to FTTP upgrade not activated

The waiting until midnight was irrelevant.

 

Plusnet customer services have told me to wait for 5 days for openreach to resolve the issue.

 

They assure me the FTTC internet will continue working until the FTTP line is up and running.

zzsimzz
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Re: FTTC to FTTP upgrade not activated

The Openreach N11 engineer arrived yesterday, he did various checks and said that there is no light on the cable or at the post.

 

Said that an N23 engineer would be needed as this is probably a problem at the SASA.

 

Plusnet support saying the next review date is still the 30/08/2023.

MisterW
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Re: FTTC to FTTP upgrade not activated

and said that there is no light on the cable or at the post.

Sounds odd that there is no light at the CBT on the pole. Are you the first FTTP provision from that pole ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

zzsimzz
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Re: FTTC to FTTP upgrade not activated

Yes I should add its new to our area, my connection is the first to the CBT on the post. 

MisterW
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Re: FTTC to FTTP upgrade not activated

Ah! right , that makes a bit more sense then , the problem will be back at the OLT in the headend (exchange), hence the different engineer skillset required. You would have thought they (OR) would have tested the circuits when they were installed but I guess its done by contractors...

Its just a bit of a pain for you being the 'guinea pig' , your neighbours will thank you though when they come to change to FTTP😁

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

zzsimzz
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Re: FTTC to FTTP upgrade not activated

Thanks for the detail.

 

Is the OLT in a green cabinet or is this furthur down the chain?

 

I supose now I can keep an eye if the light goes green if the work is not happeing at my house?

 

It does seem mad they make a circut but dont test it when putting it together.

MisterW
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Re: FTTC to FTTP upgrade not activated

Is the OLT in a green cabinet or is this furthur down the chain?

There is no green cabinet for FTTP like there is for FTTC. The fibre goes from the CBT on the poles back to a headend which, AIUI is like a small exchange and contains the OLT's which power(light) the fibre circuits.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

RealAleMadrid
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Re: FTTC to FTTP upgrade not activated

The OLT is in the head end exchange where the FTTC and FTTP fibres are terminated and lit up, this may be your local exchange but is more likely to a larger exchange covering a wide area. At my previous house in a village the head end exchange was 14 miles away.

zzsimzz
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Registered: ‎21-08-2023

Re: FTTC to FTTP upgrade not activated

Thanks for the info

 

I will update when this gets resolved.