topic Re: New Full Fibre Installation not working in Full Fibre

New Full Fibre Installation not working

Antonspeed — Tue, 09 May 2023 16:32:44 GMT

I had my full fibre installed on Thursday 4th May, but have been unable to get the router to connect at all since. I have had an Openreach Engineer out which resulted in a replacement router being sent but that too does not connect. All I get on both routers is the solid orange light, it does not flash, just goes straight to solid. I feel this is an authentication issue but having spoken to PlusNet a few times now, they do not seem to be able to resolve the issue and Openreach say that their line and ONT coming in to the property is all working correctly. Has anyone experienced this and have any ideas of what the issue could be? It's a brand new fibre line in to the Hub 2 router. Thanks

Re: New Full Fibre Installation not working

MisterW — Tue, 09 May 2023 17:09:06 GMT

If you check the router broadband page , does the broadband username show setup@plusdsl.net or 《youraccountname》@plusdesl.net ?

Re: New Full Fibre Installation not working

Antonspeed — Tue, 09 May 2023 17:37:47 GMT

Hi, it shows the setup@plusdsl.net. It won’t accept my login details and just goes back to default if you try to change them.

Re: New Full Fibre Installation not working

Anonymous — Tue, 09 May 2023 17:57:22 GMT

@Antonspeed

Did you disconnect the Hub from the ONT before trying to change this? (Either physically remove the cable or in the GUI).

Re: New Full Fibre Installation not working

MisterW — Tue, 09 May 2023 18:09:32 GMT

Hi, it shows the setup@plusdsl.net. It won’t accept my login details and just goes back to default if you try to change them.

in that case I would guess that the circuit hasn't been provisioned correctly. Hopefully one of the plusnet help team will be along shortly to check things out and get it sorted.

Re: New Full Fibre Installation not working

Antonspeed — Tue, 09 May 2023 18:12:15 GMT

No, I’ll give that a try.

Re: New Full Fibre Installation not working

Antonspeed — Tue, 09 May 2023 20:27:03 GMT

Ok, so I tried disconnecting the ONT and then login in but this didn’t work either. It thought about it but then just says Disconnected. Not sure what else I can do other than wait for PlusNet to sort it out but it’s already been 6 days so it’s a bit frustrating.

Re: New Full Fibre Installation not working

Anonymous — Wed, 10 May 2023 06:26:46 GMT

@Antonspeed

Are you saying that with the Hub disconnected from the ONT, then the Hub did save your personal login details, but then continued to say "Disconnected"?

I assume that you then plugged the Hub back in to the ONT, but it still did not work?

Re: New Full Fibre Installation not working

MisterW — Wed, 10 May 2023 06:55:07 GMT

Not sure what else I can do other than wait for PlusNet to sort it out but it’s already been 6 days so it’s a bit frustrating.

Routers are initially configured with the setup username, they connect to the PLusnet servers and auto configure with the correct account username. If the router is failing to connect ( light not going blue ) with the setup credentials, then that would point to a provisioning fault. It needs Plusnet/OR to fix.

Re: New Full Fibre Installation not working

Antonspeed — Wed, 10 May 2023 07:48:04 GMT

Thanks, I feel it’s a provisioning issue too but neither PlusNet or OR are taking responsibility and fixing it. They just keep passing the problem between each other. I am waiting for PN to call me but again that’s been nearly 24hrs. Not sure why it is so difficult to get this fixed but they really don’t seem too interested….

Re: New Full Fibre Installation not working

MisterW — Wed, 10 May 2023 08:17:47 GMT

If one of the Help team doesnt pick this up today, I'll try escalating it to get some traction.

Re: New Full Fibre Installation not working

ClaudiaG23 — Thu, 11 May 2023 11:41:43 GMT

Hey @Antonspeed, I'm sorry that you've had issues with your connection since joining us. I can see your account is now with our High-Level Escalation team and your case handler will be in touch with you shortly.

Re: New Full Fibre Installation not working

devilray — Thu, 11 May 2023 12:51:32 GMT

Have you had any response @Antonspeed and managed to get it working!? I was going to recommend PlusNet to one of my clients, as I thought the customer service was second to none; but your experience isn't looking particularly good! Especially if you've had it for over a week with no internet! In this day and age, with everyone working from home, it's a necessity!

Re: New Full Fibre Installation not working

Antonspeed — Thu, 11 May 2023 12:58:35 GMT

Still nothing from Plusnet. Waiting a call back but they do not seem in a rush to do that. I work from home mainly so this is causing massive issues for me. Already having to buy data just to tether my phone to my laptop and so the kids can do their online homework. 7 days since the failed installation and the issue hasn’t even been identified. I certainly wouldn’t recommend but we will see if they can sort it out and hopefully very soon.

Re: New Full Fibre Installation not working

devilray — Thu, 11 May 2023 13:17:05 GMT

That's rubbish! Tethering your own phone isn't a solution as it can get very costly... @ClaudiaG23 @MisterW - Are PN actually doing anything to get to the bottom of this or providing a temporary solution for someone who works from home? 😕

It appears you can get compensation @Antonspeed ...

Re: New Full Fibre Installation not working

MisterW — Thu, 11 May 2023 13:50:28 GMT

Are PN actually doing anything to get to the bottom of this

@devilray Im not party to what they are actually doing but as @ClaudiaG23 said above , the account is with HLE. They will be pushing back on Openreach I suspect, as ( if my conclusion is correct ) it will require their input to fix the problem. Unfortunately OR seem to work at their own pace...

Re: New Full Fibre Installation not working

Antonspeed — Mon, 15 May 2023 08:09:25 GMT

**Quick update ** Day 12.
Fibre still not working. PN have sent a 4G mini hub which although not brilliant is allowing us internet access so we don’t have to buy data. We were supposed to have an engineer coming today (Monday) but that was cancelled due to an issue with the booking system at OR. Expecting a call back today to confirm when the engineer will be coming this week. The problem has still not actually been identified.

Re: New Full Fibre Installation not working

MatthewWheeler — Mon, 15 May 2023 12:05:06 GMT

Hi @Antonspeed

I'm really sorry to hear how this has all happened.

I can see Benny in our High-Level Escalations team is working to get this sorted for you.

As soon as he knows more he'll be in touch

Re: New Full Fibre Installation not working

Antonspeed — Wed, 17 May 2023 10:41:29 GMT

Still waiting for engineer! PN have not called since Monday when they said they still couldn’t book engineer due to system error. Will be 2 weeks tomorrow without any service.

Re: New Full Fibre Installation not working

MatthewWheeler — Wed, 17 May 2023 12:33:11 GMT

Thanks for letting me know @Antonspeed

I've let Benny know and he should be in touch soon