topic Re: Broadband down in Full Fibre

Broadband down

Malman — Wed, 01 May 2024 10:36:05 GMT

Any one experienced similar to this? We moved to Plusnet and the live date was 19/04/24. Plugged in router and no issues until this morning where the internet is down. Today is also the date our old contract with talk talk ran out ( we started earlier than talk talks disconnection date). To me it seems there is crossed wires between Plusnet and talk talk but I’m assured it is an open reach issue. Anyone experienced similar?

Re: Broadband down

jab1 — Wed, 01 May 2024 10:42:06 GMT

If you have had a successful connection with PN since 19/04, then this is just an unfortunate coincidence, especially as you have been assured it is an OR issue (by whom?), then that is what it will be.

Re: Broadband down

MisterW — Wed, 01 May 2024 10:49:13 GMT

We moved to Plusnet and the live date was 19/04/24. Plugged in router and no issues until this morning where the internet is down. Today is also the date our old contract with talk talk ran out ( we started earlier than talk talks disconnection date).

@Malman That concerns me!. I would have expected that your end date with Talktalk would have been the same date that your Plusnet service started.

Does that mean that you didn't request Plusnet to transfer your service from Talktalk ?

rather Did you order a service from Plusnet and then cancel directly with TalkTalk ?

What type of service did you have from Talktalk and what product did you order from Plusnet ?

Re: Broadband down

jab1 — Wed, 01 May 2024 10:52:33 GMT

Take your point, @MisterW , but the OP claims to have been assured 'it is an OR issue' - what issue?. Bit murky.

Re: Broadband down

Townman — Wed, 01 May 2024 10:54:37 GMT

@Malman wrote:
Today is also the date our old contract with talk talk ran out ( we started earlier than talk talks disconnection date).

This rings alarm bells - how were Talk Talk advised that service with them was to cease?

We are in danger of assuming that the new Plusnet service is exactly the same as that from Talk Talk, which is highly unlikely.

Plusnet most certainly cannot offer voice services in this scenario. If this is a switch from FTTC+PTSN to SOGEA (with Plusnet) and VoIP with a third party ... I wonder if the timing of the telephone number migration to VoIP might have cancelled the services on that line.

Re: Broadband down

MisterW — Wed, 01 May 2024 10:55:37 GMT

Bit murky

Exactly!, I hope I'm wrong BUT its all sounds a bit too coincidental that the service stopped on the day TT were to cancel ?

Re: Broadband down

Malman — Wed, 01 May 2024 10:58:22 GMT

I was under the impression that Plusnet automatically transferred the service from what I had read? We did cancel talk talk 30 days before the end of contract as is stipulated. Didn’t see any harm in having a date with Plusnet before this date and the router connected seamlessly. It’s full fibre 500. The service with talk talk was also full fibre but only had speeds of 30-50 download

Re: Broadband down

Malman — Wed, 01 May 2024 11:00:45 GMT

I should add for clarity that the old service was broadband and phone ( talk talk). New service as seems to be the case in many now is broadband only?

Re: Broadband down

jab1 — Wed, 01 May 2024 11:03:01 GMT

All yours, SU's 😉

Re: Broadband down

dvorak — Wed, 01 May 2024 11:04:18 GMT

Moderators Note

This topic has been moved from Broadband to Full Fibre

Re: Broadband down

Townman — Wed, 01 May 2024 11:35:05 GMT

Oh - FTTP to FTTP - do you by chance have one of the BT Openreach early 4 port ONTs?

If yes, then try plugging the Plusnet router into one of the other three ports.

What lights are showing on the ONT?

Re: Broadband down

Malman — Wed, 01 May 2024 11:43:12 GMT

2 ports I believe. All lights on except LOS

Re: Broadband down

MisterW — Wed, 01 May 2024 12:12:46 GMT

Oh - FTTP to FTTP - do you by chance have one of the BT Openreach early 4 port ONTs?

If yes, then try plugging the Plusnet router into one of the other three ports.

@Townman i ses where you're coming from but assuming @Malman didnt previously connect the Plusnet router to a different port on the ONT ( you didn't did you ? ) then PN must have provisioned their service as as a replacement on the existing port.

My suspicion is that TT put a future cease on the service when they got the cancellation request, and that has now completed.

I'm suprised that PN could place an order IF there was an existing cease or the Openreach could reprovision the service with the outstanding cease present (but then again its FTTP and so who knows!)

If the TT cease was placed AFTER the PN provisiion then one would expect that any TT cease would be rejected (but again who knows as this is FTTP?)

Either way it OUGHT to be possible to reactivate the service quickly , with non of the 'it takes 10 days' rubbish!

Re: Broadband down

Malman — Wed, 01 May 2024 12:18:23 GMT

This is the email I received before the activation date. I followed the advise to the letter. ‘Your old service should cancel automatically’- did it though? It was strange that when running internet speed tests, it still said Talk talk after the activation date- strange
Your current service should continue until your Plusnet order completes. Once your new Plusnet service is active, your old service should cancel automatically

• Your Plusnet Hub will be posted a few days before your service is due to be activated. We'll send you an email to confirm when we've sent it - please don't plug it in until your activation date

Re: Broadband down

MisterW — Wed, 01 May 2024 12:24:26 GMT

I followed the advise to the letter. ‘Your old service should cancel automatically’- did it though?

@Malman I thought you said earlier that you cancelled directly with Talktalk ? when did you do that in relation to placing the Plusnet order ?

Re: Broadband down

Malman — Wed, 01 May 2024 12:35:26 GMT

I rang them to state that we would not be renewing the contract and gave at least 30 days notice of this which is what they say they require. The Plusnet order was done round about the same time as I knew that there would be some delay. I didn’t want any interruption to service so did not schedule activation date as the same as disconnection date ( I really didn’t see that it would be an issue if Plusnet were sorting this automatically as I was led to believe)

Re: Broadband down

jab1 — Wed, 01 May 2024 12:43:49 GMT

I suspect that is where you went wrong - you should just have placed the order with PN, and let them liaise with the losing provider.

Re: Broadband down

MisterW — Wed, 01 May 2024 12:51:17 GMT

I rang them to state that we would not be renewing the contract and gave at least 30 days notice of this which is what they say they require

That requirement is only applicable to a termination of service NOT a transfer. Transfers are 'Gaining provider lead' i.e you request a transfer from the new provider and THEY inform your old one. You do not, and should not, contact your old provider, just leave it to the new one. Well that's true providing you are staying within the Openreach network and not moving to/from Virgin media or an Altnet, and you are staying within the Openreach network in this case.

The Plusnet order was done round about the same time as I knew that there would be some delay. I didn’t want any interruption to service so did not schedule activation date as the same as disconnection date.

Was it before or after the PN order was placed ? Did you tell TT that you were moving to Plusnet or that you were just cancelling ?

How long after the order did PN take to activate the service ? I'm trying to establish whether it was a 'remote activation' or a new service order.

Re: Broadband down

Malman — Wed, 01 May 2024 13:04:43 GMT

Plusnet order was placed after contacting TT.
I requested the 19/4 as activation and the order was around 4/4. Noted about transfer and cancellation- it is confusing especially as I’m not regularly changing ( had been wit TT for years) Any ideas about what I can do to resolve? I’m not convinced the Openreach engineer will sort this tomorrow?

Re: Broadband down

MisterW — Wed, 01 May 2024 13:13:47 GMT

Plusnet order was placed after contacting TT.
I requested the 19/4 as activation and the order was around 4/4.

Thanks for that.

Any ideas about what I can do to resolve? I’m not convinced the Openreach engineer will sort this tomorrow?

If there's an Openreach engineer booked for tomorrow , then there's probably nothing that is useful to be done before that.

Hopefully I'm wrong in my theory and that the Openreach engineer finds and fixes a fault. However given that the ONT light show OK I'm not holding much hope. Anyway the engineer OUGHT to be able to determine if the service has been ceased and get it re-instated.