topic Re: No Internet Connection Possible - ONT Suddenly Not on Openreach's National Database in My Account/Billing

No Internet Connection Possible - ONT Suddenly Not on Openreach's National Database

jules75zt — Mon, 10 Mar 2025 18:50:42 GMT

We've enjoyed Plusnet Full Fibre for about the last 20 months. Suddenly, we received a letter from Plusnet, out of the blue, to say 'Another provider has told us you are moving your broadband service away from Plusnet '. This was news to us! (This happened to us 2 years ago as well.)
So Plusnet closed the account. I opened another account, but 1 day later, that was closed too, presumablyby Plusnet.
The Plusnet staff were helpful, but told me that they couldn't connect me because the serial number on my ONT box is suddenly not registered on the National Database . They have booked an Openreach Engineer to call, so they can register the serial number on the National Database again, but this is going to be another 2.5 weeks. There isn't anything else I can do about it, apparently - unless anyone else can suggest something please? I wonder if this has happened to anyone else?
Many thanks

Re: No Internet Connection Possible - ONT Suddenly Not on Openreach's National Database

outcast — Mon, 10 Mar 2025 19:18:33 GMT

@jules75zt wrote:

... unless anyone else can suggest something please?

Is it worth asking Plusnet support, if you were able to take a decent photograph of the serial number on the label of your ONT, whether they would be able to pass this evidence directly to someone with access to the database and update your ONT record - potentially saving an engineer visit, and the 2.5 week wait.

Also ask Plusnet support, do they have any anti-slamming mechanisms to prevent any future unauthorised service migration happening again. Under the new OTS (One Touch Switching) rules, the new provider is supposed to match the surname of the future bill payer, with the surname of the current owner of the service, I'm wondering what scenario occurred that led to you losing your connection.

Other ISPs who previously had mechanisms where a customer could request that their account is flagged as couldn't be migrated without passing a security check, which were then made ineffective by the new OTS system, have implemented schemes such as allowing a customer to self identify their account surname to a random security password, which would be nearly impossible for the OTS surname matching requirement to proceed.

Re: No Internet Connection Possible - ONT Suddenly Not on Openreach's National Database

dvorak — Mon, 10 Mar 2025 19:42:33 GMT

Moderators Note

This topic has been moved from Broadband to My Account / Billing

Re: No Internet Connection Possible - ONT Suddenly Not on Openreach's National Database

jules75zt — Mon, 10 Mar 2025 21:16:38 GMT

Thanks for this helpful information. I have already given Plusnet the ONT serial number, but they said Openreach are the only ones who can add it to the National Database, and it sounds like they have to see it for themselves, which I can understand.
Its really interesting what you say regarding procedures for preventing 'Slamming'. Many thanks