Full fibre upgrade gone wrong
FIXED
@Star-Light100 - The issue is all computer-related not physical and arguably would be easier to fix if it was physically broken. A bit like the push start button in your car not turning the car on because it thinks it's already on.
The broadband won't allow the connection even though it's been installed because the system thinks that it hasn't been installed fully yet.
We are in the motion of messaging our suppliers to resolve the issues but because of the unusual nature of the issues it's taking its time. Like I said, it would be far easier to fix it was just a broken cable.
I'm sure one option push comes to shove, we could cease the connection and start from scratch with a new account but that comes with its own issue of charging for a new account and refunding, dealing with any issues arising from installing the connection and would likely take the same amount of time to do as the current plan would take.
The team will be in touch with suppliers for an update soon and I'll check in with you on Saturday.
Hi there @Star-Light100
Cancelling the order and starting again could backfire as issues like this can often be caused by an underlying system issue so for that reason we should (if you agree) give it a few more days to get the issue fixed that way before we look at that as a very last resort. If we don't clear the underlying problem it could affect any number of orders placed afterwards.
I've spent some time talking to BTW about this just now and escalated it further.
I've been promised it should be resolved by 1/12/23 so IMHO we should allow until then at least.
Adam
I've just come back onto this for you and whereas we've not been able to run tests on your connection or report a fault that aspect of the issue seems to have been fixed now so let's get an engineer booked in for you.
We can do that Monday to Friday in these slot times
AM = 08:00 to 13:00
PM = 13:00 to 18:00
Let me know when you can, if you can't get back to us before we close at 8pm tonight James will pick this back up with you tomorrow. I will drop him a message now though to make sure he's aware just in case.
Adam
@Star-Light100 - Just to be sure that we're not missing something at your end now the issue with the system is resolved, could you send me some pictures of the back of the router and the ONT or let me know a good time to ring you so we can use a camera tool to look. Cheers, and the sooner, the better so I can book Monday for you. Thanks again
@Star-Light100 - and the engineer went straight through a water pipe there? I feel sorry for the chap because that's unfortunate!
So looking here and at the lights on ONT, it's looking alright so I think the router needs a reset. Can you hold in the reset button with a pin for about 30 seconds then wait 15 min to see if it connects?
If not, do you know how to 192.168.1.254 into the router to see what username it's trying to connect with? It should be your username@plusdsl.net and the account password.
