Fibre Nightmare

[Scottspa]

We took fibre out last October and Openreach installed it. They put it on the wall and the internet has been dropping below speed ever since and cutting out. The cable that comes from the white disc  on the wall has to be wiggled for the internet to work. We told sky about this. Long story short it stayed good for a while after they offered us early termination of contract for free so we kept on with it. Now it seems the PON light is red on the white box and the cable can't be wiggled with anymore for the internet to work. So now they're saying an engineer is going to have to be called. I've told them it's the fiber optic cable on the disc but they still have to go through the engineer process when I've told them they need to come into my home to sort it! I am so sick of it. I have four kids at home in the school hols and they're bored out of their minds! My data is getting drained on my phone and so is my husbands and they have no clue when it's going to be sorted! Am I able to contact openreach myself? It's so frustrating and the compensation you get back for loss of service is a pee take! I will be going to EE or Vodafone if they can't sort it properly this time 

[TimmyBGood]

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@Scottspa wrote:

Am I able to contact openreach myself?

No, unfortunately that's not possible.

I will be going to EE or Vodafone if they can't sort it properly this time 

Either of those ISPs would be using the same ONT and optical cable, I'm afraid, so would just inherit the issue.

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[TimmyBGood]

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@Scottspa wrote:

The cable that comes from the white disc  on the wall has to be wiggled for the internet to work. 

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Using such terminology may be causing some confusion: I'd suggest referring to that as "the optical cable arriving at the ONT". 

'Disk' has other meanings: in this case it's just a plastic cover over the fibre pigtail entry hole.

[geobrad]

where does the cable come from or go too?

[HiHowAreYa]

Its the fibre optic cable that comes from the customer splice point and plugs into the ONT fixed to the wall inside the customers property. Customer has wiggled the fibre optic cable, and snapped it.

Only a openreach broadband engineer can fix it.

[TimmyBGood]

 

[Scottspa]

I haven't snapped it, it's just not working 

[Chrisee]

@Scottspa an Openreach or  Sky engineer need to check the splice  in the customer supply point on the external wall this joins the fibre supply from the road to the cable used to bring the supply into your home..  They know you are on full fibre so the engineer should be properly qualified and be carrying the correct kit.

If the splice is good then they will need to check the pigtail connection to the internal ONT - the red light means that unit isnt receiving the optical signal carrying the data. Access is required to complete this job which requires access to your home.