topic Re: Engineer hasn't turned up! in My Order

Engineer hasn't turned up!

pc53705 — Fri, 21 Oct 2022 12:16:10 GMT

Hi,

An engineer was due to visit today to activate our broadband - but they haven't turned up!

Is there any way of getting an update on what's happened? There is an Openreach socket in the property so I'm wondering if they might have just activated it remotely?

Thanks!

Re: Engineer hasn't turned up!

Mustrum — Fri, 21 Oct 2022 12:33:16 GMT

@pc53705 you would not normally have an engineer visit if you already have a line in the property. Have you plugged a phone in to see if it workes?

Broadband can take any time up to midnight to activate.

Re: Engineer hasn't turned up!

pc53705 — Fri, 21 Oct 2022 12:58:42 GMT

Thanks for the reply @Mustrum ! I know we have a phone somewhere but the question is where..!

If I plugged the router in to test do you know if that would potentially upset things?

Re: Engineer hasn't turned up!

Mustrum — Fri, 21 Oct 2022 12:59:20 GMT

No harm in trying the router, but you would normally get a text/email to say it is working.

If it does not work after 5/10 mins, switch it off and try again later - am sure you will have lots of unpacking or something to do.

Re: Engineer hasn't turned up!

jab1 — Fri, 21 Oct 2022 13:00:11 GMT

@pc53705 There is no harm in trying the Hub, but if your service is not fully activated, you may need to reboot it when/if you are advised it is active.

Re: Engineer hasn't turned up!

pc53705 — Fri, 21 Oct 2022 15:42:57 GMT

Thanks @jab1 and @Mustrum - just tried the router but the Openreach socket is not a WAN socket, so I guess I need to wait for an engineer! Hopefully a member of the Plusnet help team can reply to let me know what's going on!

Re: Engineer hasn't turned up!

Mustrum — Fri, 21 Oct 2022 15:45:50 GMT

@pc53705 you should find a dangly filter in the router box, plug that into the master socket, and the rj11 cable from the router into the filter - old fashioned style!

Re: Engineer hasn't turned up!

jab1 — Fri, 21 Oct 2022 15:50:07 GMT

Can you post a picture - Hubs should connect into a phone socket via a filter if it is a single one, or into the left-hand one if it is a 5C/Mk.4 one.

Your turn, @Mustrum 😉

Re: Engineer hasn't turned up!

Baldrick1 — Fri, 21 Oct 2022 15:51:23 GMT

What do you mean by ‘WAN socket?
Unless you are waiting for FTTP to be installed you plug the filter that came in the box with your hub in the master socket and the DSL lead between the filter and the hub.

If you are waiting for a FTTP installation then nothings going to work until Openreach fit a new ONT in your property.

Re: Engineer hasn't turned up!

pc53705 — Fri, 21 Oct 2022 16:04:24 GMT

Here you go @jab1

Re: Engineer hasn't turned up!

jab1 — Fri, 21 Oct 2022 16:07:26 GMT

@pc53705 see @Mustrum post above - #7 I think.

Re: Engineer hasn't turned up!

pc53705 — Fri, 21 Oct 2022 16:10:01 GMT

Thanks @jab1 will give it a try! And thanks @Baldrick1 for the advice too

Re: Engineer hasn't turned up!

Gandalf — Sun, 23 Oct 2022 20:33:54 GMT

Hi @pc53705,

I'm really sorry to see the engineer didn't show up.

From what I can see the engineers couldn't get through all their scheduled work on the day, due to engineer availability.

I can see we're trying to rearrange the visit for as soon as possible, so our suppliers have put a request in for the 27th October 1pm to 6pm though this appointment isn't confirmed yet.

We'll update you when we know more.