Full fibre 500 activation

[LukeH2022]

Hi

I have today had my full fibre 500 installed after being with sky for 4 years and recieving terrible speeds on there super fast broadband. The engineers came installed the new line from the pole overhead and box on the outside and inside all lights were on the engineer did a speed check and was coming back about 20mbps, which he said was strange he did this serval times restarting router and the OMT box with no change. He then said I would have to speak to vodafone regarding.

I called vodafone an hour or so later and the lady said there was updates that needed doing that would sort the problem out so she did these 30min later told me to run a speed test, came back again at 28mbps went through usuall shambles reseting router etc etc still the same 28mbps. She then told me to wait untill midnight as this should have activated. To be honest I am npt optimistic about this reading up on the reviews etc just wounderd if anyone has had the same problem and could reconmend what had to be done to solve I wont be waiting 10days if its npt connected by the weekend I will be cancling the service as I cant be doing with the messing around calling all the time etc. Any advice would be great Thanks.

[Cynric]

@LukeH2022 It sounds like the helpdesk have got a little confused. All they appear to be doing is updating the router firmware and a reboot. If you are on 500 the 500 or very close to that should be seen at the ONT.

[LukeH2022]

Yes thats all they did. But now have been told it should be sorted by the middle.of the night. I have no idea whats gone wrong I thought it would be plain sailing but I have just tried again and still getting around 30mbps. 

[laptopman]

Is it any better now ?? Have you tried with an ethernet cable see what u get what device are you using thanks 

[robertb5460]

Hi, I had an activation problem on Wednesday 9 March and after getting in touch with the Pro Tech team i was assured that it would be ok by midnight.  Unfortunately it wasn't and I called them again the following day and spoke to one of the team who was very helpful but couldn't find anything wrong at their end.  She then booked an engineer from BT Openreach for the Saturday morning.  He arrived and tested the optical signal coming in and said it was spot on.  He then said he knew exactly what was wrong and after going through a lot of technical detail,  said it needed a "software rebuild" at their end.  After speaking to someone at BT Openreach he said it was getting sorted and he'd phone back.  An hour later he phoned and said it's all fixed and to go and check my speed.  Happily it was showing 540Mbps and has been working fine since..  He did however say that compatibility issues might possibly cause the same problem again if I changed providers and it would require the same "rebuild" again.  The service from the Pro Tech team was excellent and the BT Openreach guy was superb.  Happy days.   Just wish you could get through to the Pro Tech team directly without having to go all around the houses.

[Cynric]

@robertb5460  Thanks for the update. That sounds quite interesting, particularly the bit about, "compatibility issues might possibly cause the same problem again if I changed providers and it would require the same "rebuild" again". This suggests that not all ISPs are equal in regards to how they connect to OpenReach.

[robertb5460]

@Cynric Not sure about that. I think it was more to do with the type of BT Openreach ONT box that was installed here at home and it's compatibility with the equipment at the exchange when the switch was initiated. The switchover to another provider normally happens seamlessly but some exchanges very occasionally require some adjustment to certain parameters at their end.

[Cynric]

@robertb5460 Thank you for that clarification. It all adds to the knowledge pool in here.

[robertb5460]

@Cynric I'm out now but when I get back home I'll post a picture of the model of ONT box that caused the issue. It might only happen in isolated cases and with certain exchanges but whatever they did at their end didn't take long to resolve the problem.