topic Re: New customer - existing ONT in Full Fibre

New customer - existing ONT

lukeheald — Fri, 22 Nov 2024 20:59:05 GMT

Hi all,

I’m a new customer that has a disagreement with Giganet and their merge with cuckoo.

My service was disconnected by cuckoo today and I started a contact with Plus net. I had an ont already and this was noted when I registered online suggesting no engineer visit was needed. I got a text saying the order was completed so switched on the int which is showing solid green lights. I believe it’s working. However when u plug it in to the only router I have available (the eero system I used with Giganet.) I’m unable to get past the ‘registering’ stage and shows no internet. I actuallly think the internet is active until the box but can’t find a way to prove this or get the router working. Maybe someone else knows. I’m probably just being impatient and the connection hasn’t started yet but the lights on the ONT and the text make me think it’s working. Please don’t make me read a book… I want to use the internet.

Any thoughts tips or trouble shooting ideas let me know.

Re: New customer - existing ONT

IMM — Fri, 22 Nov 2024 23:12:47 GMT

I'm not familiar with the eero - but as no one else has responded...

I suspect you need to change the login details on the eero. Details are shown here https://www.plus.net/help/broadband/broadband-connection-settings/

If it has a setting for VLan, it should be set to off or 0

Hope that helps

Re: New customer - existing ONT

MisterW — Sat, 23 Nov 2024 07:27:58 GMT

TBH I'd be very surprised if an ONT installed by an altnet such as Gigaset is compatible with an Openreach supplied service.

Re: New customer - existing ONT

jab1 — Sat, 23 Nov 2024 08:15:53 GMT

And it won't be connected to the OR network, anyway.

Re: New customer - existing ONT

RealAleMadrid — Sat, 23 Nov 2024 08:43:11 GMT

@lukeheald If you are certain that your Giganet service was supplied on the Openreach network with an Openreach ONT installed you just need to change the to the Plusnet login details on the Eero as @IMM suggests.

However I tried a local address which I know has OR FTTP on the Giganet website and FTTP was not available, not sure what to make of that. Maybe they only provide service in certain geographical areas. They also use the CityFibre network.

Re: New customer - existing ONT

Baldrick1 — Sat, 23 Nov 2024 09:01:31 GMT

Original post deleted due to information posted by @RealAleMadrid

I too was not aware that Giganet was also carried on the Openreach network https://www.openreach.com/fibre-broadband/fttp-providers

Re: New customer - existing ONT

jab1 — Sat, 23 Nov 2024 08:46:22 GMT

Thanks, @RealAleMadrid - I thought Giganet used their own network (not enough coffee), but it appears you are correct.

Re: New customer - existing ONT

Baldrick1 — Sat, 23 Nov 2024 09:14:18 GMT

@lukeheald

Assuming that your Eero router has not been locked down by Cuckoo you should factory reset it and start again using the settings provided by @IMM in post #2 (https://community.plus.net/t5/Full-Fibre/New-customer-existing-ONT/m-p/1991573#M25702)

Alternatively have you got the Plusnet supplied Hub 2? It's worth every penny of the P&P charge as a spare and to use in circumstances such as this. These auto configure, you just plug them in and if the installation is coreect then away they go. With this assurance you know if it's the Eero settings that are wrong.

Re: New customer - existing ONT

MisterW — Sat, 23 Nov 2024 09:30:33 GMT

I too was not aware that Giganet was also carried on the Openreach network

Likewise

Here's the instructions for setting PPPoE on the Eero https://support.eero.com/hc/en-us/articles/5382599417371-PPPoE-Setup-Instructions

Note that not all Eero devices are capable and some may also require a firmware update

Re: New customer - existing ONT

lukeheald — Sat, 23 Nov 2024 10:09:43 GMT

sorry I wasn’t clear. The ONT is an Openreach ONT which I believe they use. All green lights come on which is bugging me. I feel like if I already had the plusnet router it would work.

Re: New customer - existing ONT

lukeheald — Sat, 23 Nov 2024 10:09:59 GMT

Thanks I’ll give it a try

Re: New customer - existing ONT

lukeheald — Sat, 23 Nov 2024 10:11:38 GMT

Sorry I didn’t add to my question but the ONT I’m using is an open reach ONT from a previous Sky broadband connection. The Giganet service did indeed use a different ONT

Re: New customer - existing ONT

Dan_the_Van — Sat, 23 Nov 2024 10:21:13 GMT

@MisterW

I pick up on this comment

" I got a text saying the order was completed so switched on the int which is showing solid green lights"

although the ONT indicates it has a connection, would it need to be powered on for any re configuration download to be committed to it or would the ONT pickup it's new configuration when powered on?

Re: New customer - existing ONT

RobPN — Sat, 23 Nov 2024 10:37:48 GMT

@lukeheald

If you want to check your connection and have an Ethernet enabled computer you could temporarily connect it directly to the ONT and set up a PPPoE connection using the details provided in Post #2.

Re: New customer - existing ONT

Baldrick1 — Sat, 23 Nov 2024 10:45:47 GMT

@lukeheald wrote:
I feel like if I already had the plusnet router it would work.

Does this mean that you have ordered a Plusnet hub and it has not been delivered?

Re: New customer - existing ONT

lukeheald — Sat, 23 Nov 2024 10:52:57 GMT

Thanks Rob, I tried this and thanks to the guy who posted about the settings. This is actually the answer I was hoping for but I tried connecting the laptop directly to the Ont and creating the connection with the correct information and it didn’t work. It returned an error. Looks like I’ll have to be patient for someone to switch the switch back on so it works. Thanks everyone for the suggestions

Re: New customer - existing ONT

lukeheald — Sat, 23 Nov 2024 10:53:57 GMT

Yes, just being impatient. Receiving the text and the lights showing solid green had me hoping I could just use another router to get up and running straight away. Looks like they have a couple other things to do with open reach first.

Re: New customer - existing ONT

RealAleMadrid — Sat, 23 Nov 2024 11:16:55 GMT

@lukeheald It would have saved a lot of confusion if you had said you already had an Openreach ONT that was used on another connection. I don't know why you think there are other things to be done with Openreach, have you contacted Plusnet about it?

As you don't yet have the Plusnet Hub, have you tried setting up the eero with the correct details for Plusnet? I would be trying that as your connection should be ready to use.

Re: New customer - existing ONT

MisterW — Sat, 23 Nov 2024 11:18:10 GMT

@Dan_the_Van

although the ONT indicates it has a connection, would it need to be powered on for any re configuration download to be committed to it or would the ONT pickup it's new configuration when powered on?

I'm not sure there's any configuration in the ONT itself. The BTw circuit build is configured with the ONT serial no and the OLT (in the headend) is configured with the BBEU.

In this case, I suspect the circuit build isnt complete yet and so the PPPoE connection won't be authenticated.

Re: New customer - existing ONT

RealAleMadrid — Sat, 23 Nov 2024 11:22:06 GMT

@MisterW Or the direct PPPoE connection wasn't done correctly. Details of what has been tried are somewhat sparse.