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Vodafone / KN FTTH install - bad form

  • 30-07-2019 1:46pm
    #1
    JohnCleary
    Registered Users, Registered Users 2 Posts: 10,209 ✭✭✭✭


    Customer had FTTH installed yesterday. ONT installed and SBG3000 left with them. Once this was installed, the technician left and yesterday evening their old DSL subscription removed.

    Here's where i'm a little put off....
    Technician was less than helpful, didn't want to install the ONT close to the comms rack - we got over this (he eventually did install next to the other hardware).

    I wasn't there myself, but the technician plugged the ONT CAT5 into the *LAN* port of the SBG3000 router and buggered off.

    When I arrived today to resolve the issue, I presumed it was just the issue above. I plugged the CAT5 into the WAN port of the SBG3000 but no joy.

    After getting through to Vodafone, they concluded a faulty router (brand new!) and are sending out a new one.

    In the meantime, the customer will now be 2-3 days without internet so cannot work.

    The technician clearly didn't test the connection before leaving.

    Is this the norm?


Comments

  • #2
    ED E
    Registered Users, Registered Users 2 Posts: 36,169 ✭✭✭✭ED E


    Don't listen to vf tech. They've had orders not to send techs at all cost going by recent reports. Do your own diagnosis. The ONT lights will tell you how far he got. If that's working you can test the retail part with a laptop.


  • #3
    JohnCleary
    Registered Users, Registered Users 2 Posts: 10,209 ✭✭✭✭JohnCleary


    ED E wrote: »
    Don't listen to vf tech. They've had orders not to send techs at all cost going by recent reports. Do your own diagnosis. The ONT lights will tell you how far he got. If that's working you can test the retail part with a laptop.

    I could only go on what VF Support said over the phone (In fairness, got through to them quickly)

    ONT LED's
    LAN - On
    LOS - Off
    PON - On
    Power - On

    He said everything to the ONT is fine, but that the issue is between the ONT and the Router. Internet LED just kept flashing. Once logged into the router, just a 'No Connection' on the general Status page. Went to Diagnostics, and all sorts of WAN links were showing no stats at all.

    I suspect a new router won't make any difference.

    Tried a hard reset / new CAT5 etc...

    VF Support said they 'couldnt see the router' (very technical)

    You mentioning diagnosing with a laptop... can I plug directly into the ONT? (They have a static IP).

    To be blunt, i've no experience with FTTH.... anyone I deal with uses Virgin.


  • #4
    ED E
    Registered Users, Registered Users 2 Posts: 36,169 ✭✭✭✭ED E


    Link up, no connectivity means:
    A) You're on the wrong OLT port assignment or unconfigured
    B) Vodafone never provisioned you authentication wise

    Its quite unlikely its the modem unless it was plugged out during its first connection firmware update. You can wait for the delivery but I'd be slow to put money on that working.


  • #5
    babi-hrse
    Registered Users, Registered Users 2 Posts: 788 ✭✭✭babi-hrse


    There was an outage in different parts of the country that would cause no session whatever happened it never connected to the internet just the network. No pppoe or some such.
    The tech isn't actually responsible for that he's responsible for the ont however when there's a TV order he can't install the TV without the internet part working so Vodafone then pay for that part as per sla the techs can't do anything about it either. The short of it was their server or the portal from open eir to themselves went down so they didn't get the handover of the line. (Tbh I've heard different things along that vein with each call so apologies if it sounds vague)


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