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FTTP activation .... how long?

Posted: Thu Feb 07, 2019 3:18 pm
by trev
I ordered an NBN FTTP service last Friday night. It is now almost 4 full working days later and no sign of activation which is still pending. All NBN equipment is installed. I already have another RSP NBN service connected which took 24 hours.

How long does it take?

Re: FTTP activation .... how long?

Posted: Thu Feb 07, 2019 3:29 pm
by KavindaS
trev wrote:
Thu Feb 07, 2019 3:18 pm
I ordered an NBN FTTP service last Friday night. It is now almost 4 full working days later and no sign of activation which is still pending. All NBN equipment is installed. I already have another RSP NBN service connected which took 24 hours.

How long does it take?
Happy to provide your the details, after checking with our provisioning department. Can you PM me your service number or the customer id?

Re: FTTP activation .... how long?

Posted: Thu Feb 07, 2019 3:48 pm
by trev
Done, thanks.

Re: FTTP activation .... how long?

Posted: Thu Feb 07, 2019 6:22 pm
by KavindaS
trev wrote:
Thu Feb 07, 2019 3:48 pm
Done, thanks.
I have escalated and got them to activate your new Fibre service now, since we have received the supplier confirmation. You should receive an automated email by confirming and including the credentials, you need to configure the router to authenticate the service.

Re: FTTP activation .... how long?

Posted: Thu Feb 07, 2019 7:18 pm
by trev
Thanks K. It was indeed activated after your intervention.

Unfortunately while UNI-D4 now lights up, there is no response from the pppoe login attempts (confirmed when I was required to attach a Windows laptop and secure error number 678 - no response from remote end). Yes, I have logged a call and it will be escalated to Optus. Such is life in the NBN world.

Re: FTTP activation .... how long?

Posted: Thu Feb 07, 2019 8:19 pm
by KavindaS
trev wrote:
Thu Feb 07, 2019 7:18 pm
Thanks K. It was indeed activated after your intervention.

Unfortunately while UNI-D4 now lights up, there is no response from the pppoe login attempts (confirmed when I was required to attach a Windows laptop and secure error number 678 - no response from remote end). Yes, I have logged a call and it will be escalated to Optus. Such is life in the NBN world.
I have further checked on this with the NBN details, and found some conflicting information with the provisioned details. Therefore, can you check the service on UNI-D 2 port in the NTD , instead of checking on UNI-D 4 port for the testing purposes ? You may try connecting your configured modem or check with a laptop direct PPPOE connection. Meantime we have logged the service issue under the reference number 14272766.

Re: FTTP activation .... how long?

Posted: Thu Feb 07, 2019 9:05 pm
by trev
UNI-D2 has had a "phantom" connection since December 2018 when NBNCo moved the existing service from UNI-D1 to UNI-D3 (my other RSP has been trying to get NBNCo to resolve that particular issue). The UNI-D4 port was dead (ie no LED when connecting a router) until Exetel had it activated around 18:00 today.

At your suggestion, I did try connecting to UNI-D2, but no luck.

Re: FTTP activation .... how long?

Posted: Thu Feb 07, 2019 9:10 pm
by KavindaS
trev wrote:
Thu Feb 07, 2019 9:05 pm
UNI-D2 has had a "phantom" connection since December 2018 when NBNCo moved the existing service from UNI-D1 to UNI-D3 (my other RSP has been trying to get NBNCo to resolve that particular issue). The UNI-D4 port was dead (ie no LED when connecting a router) until Exetel had it activated around 18:00 today.

At your suggestion, I did try connecting to UNI-D2, but no luck.
Thank you for the effort from your side. Please have the device plugged in and powered on with the UNI-D4, and we will wait until we hear from the supplier, based on the service issue ticket 14272766.

Re: FTTP activation .... how long?

Posted: Thu Feb 07, 2019 9:18 pm
by trev
No problem. Thanks for your help!

Re: FTTP activation .... how long?

Posted: Thu Feb 14, 2019 11:50 am
by trev
Well it's been a week since "activation" but no working NBN and for the last few days there have been no SMS updates. Have the wheels fallen off?

Re: FTTP activation .... how long?

Posted: Thu Feb 14, 2019 3:35 pm
by KavindaS
trev wrote:
Thu Feb 14, 2019 11:50 am
Well it's been a week since "activation" but no working NBN and for the last few days there have been no SMS updates. Have the wheels fallen off?
I have further checked on your ongoing service issue reference 14272766. As per the phone conversation you had with us, please update us after performing a NTD reboot with factory reset your modem and reconfiguration. Meantime, we have already escalated with our level 2 engineers, since the supplier has confirmed the initial configuration from their side.