Hello @aelsawy 

When you have a flasing PON light, there is a signal but the Huawei ONT isn't able to set up a connection with the switch.

There is a chance that your connection will automatically be online, a flashing PON could mean that the switch has detected a rogue ONT and once that ONT is removed by the customer you'll be back online.

Thanks @Waqqas for your reply. Indeed the issue get resolved yesterday at night as you mentioned. It would have helped more if the customer service communicated the situation as you described and delegated it to the responsible party. Clearly this malfunction didn’t require a house visit.

Hi @aelsawy,

Good to see that @Waqqas provided you with the clarity you were searching for and I'm sorry that the representative you spoke did not give you this clarity. Waqqas was indeed correct and the technical department sent a network technician to solve the issue at the local distribution point. We expect that your internet will continue to be stable as we will soon solve this issue for good!

Thanks @Cal for your reply. Since this morning the same issue is happening again. Is this visible to the network department and is someone working on it. Do I need to call again the customer service or what should I do ?  

@Cal 

If I'm correct there is no need for a mechanic as the line will automatically be back when the rogue ONT has been removed, if it's the same issue again it will be back automatically?

Hi @aelsawy & @Waqqas,

Sorry to hear that the issue has reoccurred, it is certainly not what I wish to see. I agree with Waqqas that it is likely again caused by a faulty ONT. Due to the nature of this issue, other people in your area will also experience this issue. I have immediately contacted our technical department and given the case extra priority. In this way, I hope to get a technician at the local distribution point as soon as possible.

As Waqqas said, the chance is high that the connection will re-establish and, although I will try my utmost best to prevent it, could be lost again. Possibly, a temporary solution would be to disconnect both the modem and the ONT from the internet. Afterward, I would advise you to first connect the ONT to the power source and after 30 seconds to also reconnect the modem. If this does not work, the only way is to get a technician to the local distribution point with priority. I’m on the case and hopefully I can get a breakthrough soon!

@Cal Thanks for delegating the issue to the technical department. I tried the suggestion you mentioned but unfortunately the problem still persists. Hopefully the technical department can solve it soon.

T-Mobile needs to check if other fiber migrations have been executed on the same OLT at this time (and also @ your previous downtimes).

This sounds the same as always with their GPON configurations. WBA NTs are disturbing the OLTs when leaving them powered on after patching from WBA > ODF (KPN involvement).

Hello @Cal, the issue still persists, are there any new updates ? 

@aelsawy 

 Could you upload a picture of the Huawei ONT and FTU so that the patchcable between them is visible?

Hello @Waqqas, I’m not very familiar with the terms. Is this what you are looking for ?

@aelsawy 

Yes this is the one but I see you are using a wrong patch cable, on the Huawei ONT side it needs to have a green connector instead of blue so a mechanic needs to come to replace it.

That same mechanic needs to remove the old NT…

What a crap delivered by Guidion including using the wrong patchcable...

Thanks @Waqqas, @J33Bee. I was able to make an appointment with Guidon, I’ll tell this to the mechanic. By the way what is the name of the correct cable so I can ask the mechanic to install it ?

The right cable should be delivered together with your new ONT from Huawei. Blue vs green means an other light handling that’s why the old fiber cable will not work.

@aelsawy 

The Huawei ONT has a SC/APC input, I'm not familiar with the FTU you have but Guidion should know.

For when is the appointment scheduled?

I don’t have the green cable so I only assume the mechanic used the old cable and took the green one with him .
@Waqqas the appointment is on Friday, that’s the earliest. 

It could also be that Guidion mixed up. You can try to open your “FTU” (the large box behind/left side of the ONT)? Maybe the green connector is connected in there.

Unfortunately not, the mechanic didn’t even open the FTU or replace the cable.

Hello @Cal, so it appears Guidon didn’t do a good job when installing the Huawei ONT (I hope this is the only issue). Now I have an appointment with them on Friday and would like to ensure they have the needed equipment like the correct patch cable. How can I relay that information to them and is this something you can help with ?

Hi @aelsawy ,

With the information provided by our technical specialists and our very own @Cal, I believe we will supply you will the right patch cable and the much needed fixes for the ONT/FTU. Please let us know how the visit of the Guidion technician goes. I have good faith that we will restore the right connection for you!