topic Re: Moved house - cant get a connection in Full Fibre

Moved house - cant get a connection

ThunderFloof25 — Wed, 14 May 2025 19:49:29 GMT

Good evening,
With Plusnet customer service closed I wonder if any of you can help me.

Essentially I have just moved into a new build (well 6 years old) and it has this giant hub type box that you need to use.

Setting the router up as normal I cannot get a connection. The big box says "fault" but checking with the neighbours they are wir d up the same way.

Any thoughts? The activation confirmation email was received almost 8 hours ago stating it's up and running so I find it hard to believe that it's not activated.

I cannot see an option to attach a photo sadly.

Thanks

Re: Moved house - cant get a connection

MisterW — Wed, 14 May 2025 19:51:14 GMT

cannot see an option to attach a photo sadly.

if you're posting from a mobile device you will need to select the desktop site to see the add image option

TBH. your description doesn't sound like a full fibre ONT , they normally have 4 lights , power , pon, LAN and los. Power , pon and LAN should be green , Los should be off

Re: Moved house - cant get a connection

ThunderFloof25 — Wed, 14 May 2025 19:49:59 GMT

Photo attached.

Re: Moved house - cant get a connection

MisterW — Wed, 14 May 2025 19:52:02 GMT

I don't see any attachment

Re: Moved house - cant get a connection

MisterW — Wed, 14 May 2025 19:58:14 GMT

Ah! I see it now , it's attached to the first post.
You can ignore the fault light, that's just the battery backup unit. You have no LAN light on the actual ONT. How have you connected the router ? There should be an ethernet cable from PORT1 on the ONT to the red WAN port on the router

Re: Moved house - cant get a connection

bmc — Wed, 14 May 2025 20:16:52 GMT

@ThunderFloof25

With regard to the power back up unit it may be the internal batteries are dead. If you open it up you'll see it takes AA batteries (I think) which you can replace - either that or it's still charging the unit.

As regards to your connection - as stated your router should be connected by an ethernet cable. If I'm reading the photo correctly there's a phone line attached to the Tel1 port - I suspect that shouldn't be there.

What is the cable that appears to be connected to Port1? That could be an ethernet cable.

Brian

Re: Moved house - cant get a connection

MisterW — Wed, 14 May 2025 20:36:01 GMT

What is the cable that appears to be connected to Port1? That could be an ethernet cable.

Looks like a dsl cable to me ?
You can forget about the bbu for the moment, there's power on the ONT so it's not an immediate problem

Re: Moved house - cant get a connection

ThunderFloof25 — Wed, 14 May 2025 20:41:00 GMT

I had the smaller "broadband" cable as plusnet call it plugged into port 1 on the ONT and into the broadband socket on the router 2. This is how it worked at my last property however, after reading your response I had a closer inspection (hard to see underneath with where it's mounted) and it was indeed an ethernet cable port that the broadband socket clicked into. Oops.

I now have internet so thank you 😊

Re: Moved house - cant get a connection

ThunderFloof25 — Wed, 14 May 2025 20:42:44 GMT

Thank you. I resolved the internet connection now but also I also removed the tel line as per your suggestion.

It now works despite the fault light but as you say it's likely the batteries. As it's working without I will leave them behind for now.

Thank you for the post 😊

Re: Moved house - cant get a connection

MisterW — Wed, 14 May 2025 20:45:56 GMT

I assume you had normal fibre ( via the telephone line ) at your old property which would explain why you had a dsl ( broadband ) cable.
Anyway , glad you are up and running and I was able to help

Re: Moved house - cant get a connection

MisterW — Thu, 15 May 2025 06:49:36 GMT

It now works despite the fault light but as you say it's likely the batteries. As it's working without I will leave them behind for now.

@ThunderFloof25 the BBU is now pointless! Originally Openreach provided a telephone service (FVA - Fibre voice access) by direct connection (TEL1) to the ONT. The BBU was there to enable that to stay working during a power cut.

Openreach have long since discontinued the FVA service, hence @bmc s suggestion to remove the TEL1 connection, so there's really no point in the BBU any more. Yes, it will (well it might if it wasnt faulty!) keep the ONT powered in the event of a power cut, but your router will be off so you you will have no internet connection anyway!

Openreach no longer maintain the BBU so really its best disconnected and I certainly wouldnt replace the batteries yourself.

AFAIK the incoming power connector to the BBU is the same spec as the power connector to the ONT, so in principle the incoming power plug to the BBU can simply be moved to the ONT , thus removing the BBU. What I'm not entirely sure of is the function and what , if anything, needs to be done with the cable that connects the BBU port on the ONT to the DATA port on the BBU. If you decide you'd like to disconnect the BBU then I'll double check what needs doing...

Re: Moved house - cant get a connection

bmc — Thu, 15 May 2025 11:12:22 GMT

@ThunderFloof25

Replacing the batteries appears to be easy.

Unhook the unit from the wall, slide off the backing plate and change the batteries before reversing the procedure.

As you have back up power for the ONT I would consider getting a unit for the router. You would at least have WiFi dor an hour or so during any power cut.

Brian

Re: Moved house - cant get a connection

bmc — Thu, 15 May 2025 11:36:47 GMT

@ThunderFloof25

Just another thought re the BBU - check the incoming power supply. I recall my neighbour's unit showed a fault when they managed to trip the fuse for the power circuit. It was continuing to supply power to the ONT.

Brian