topic Re: FTTC to FTTP upgrade today - left with no internet in My Order

FTTC to FTTP upgrade today - left with no internet

Adrian72 — Fri, 03 Feb 2023 16:50:44 GMT

Hi all, first post, hope someone can help.

Upgraded today from FTTC to FTTP (both Plusnet). OR engineer did the install this morning, all fine at the OR end, but no internet on the Hub 2 - he rang his office and they said PN needed to activate it which would be sometime in next 24 hrs.

I still had the FTTC service so no problem waiting for activation. However the service on my Hub one has now gone off but the new service on the Hub 2 has still not been activated. I have tried reboot and factory reset but it is still showing orange.

So I am left with no service at all. Is this normal? How long might I be left like this? Or is there something else I need to do?

Any advice appreciated. Thank you.

Adrian

Re: FTTC to FTTP upgrade today - left with no internet

MisterW — Fri, 03 Feb 2023 17:12:27 GMT

I have tried reboot and factory reset but it is still showing orange.

When you factory reset it, after the restart , does it initially go Blue and then change to orange ?

If so , then check that the correct username is shown in the broadband settings

Re: FTTC to FTTP upgrade today - left with no internet

Adrian72 — Fri, 03 Feb 2023 17:13:58 GMT

Hi, no it goes green then orange. Never blue.

Re: FTTC to FTTP upgrade today - left with no internet

MisterW — Fri, 03 Feb 2023 17:21:52 GMT

So is the username still showing as setup@plusdsl.net ?

Re: FTTC to FTTP upgrade today - left with no internet

Adrian72 — Fri, 03 Feb 2023 17:21:25 GMT

Yes. I tried changing it to my username, having seen that suggestion on other posts, but that made no difference.

Re: FTTC to FTTP upgrade today - left with no internet

MisterW — Fri, 03 Feb 2023 17:22:05 GMT

What lights are showing on the ONT ?

Re: FTTC to FTTP upgrade today - left with no internet

Adrian72 — Fri, 03 Feb 2023 17:23:11 GMT

All green except LOS which is off.

Re: FTTC to FTTP upgrade today - left with no internet

MisterW — Fri, 03 Feb 2023 17:24:21 GMT

Sounds like the install hasnt completed correctly , you need to call Customer services and report the problem

Re: FTTC to FTTP upgrade today - left with no internet

Adrian72 — Fri, 03 Feb 2023 18:30:42 GMT

Thanks for your help. Rang Customer Services who said it will take until up to midnight for the full fibre to be activated and meanwhile Openreach have already switched off my old service, so that's that I guess!

Re: FTTC to FTTP upgrade today - left with no internet

MisterW — Fri, 03 Feb 2023 18:45:18 GMT

Its possible I suppose! Its not uncommon for new, accounts not to be activated until later in the day, but yours is an existing account.

I hope I'm wrong and it does activate later. Post back and let us know.

Re: FTTC to FTTP upgrade today - left with no internet

Adrian72 — Fri, 03 Feb 2023 18:49:37 GMT

Thanks, will do - not too hopeful at the moment!

Re: FTTC to FTTP upgrade today - left with no internet

Baldrick1 — Fri, 03 Feb 2023 21:47:22 GMT

Moderators Note

This topic has been moved from Full Fibre to My Order

Re: FTTC to FTTP upgrade today - left with no internet

Adrian72 — Sat, 04 Feb 2023 00:09:51 GMT

Unfortunately you were right Mister W - past midnight and still no service (i rebooted afer midnight but still orange) - so the "wait until midnight" line from Customer Services was, as you implied, nonsense. Very disappointing that my FTTC service was switched off before the FTTP was activated, and my FTTP service has still not been activated. I had an email from Plusnet saying it was up and running but sadly this is not true. I am at a loss as to what to do next - as a household that predominantly works frome home (and with a son who loves his Xbox) this is a real nightmare. Anyone from Plusnet out there able to help?

Re: FTTC to FTTP upgrade today - left with no internet

MisterW — Sat, 04 Feb 2023 07:59:21 GMT

Sorry that I appeared to be right!

Can you post the broadband status page from the Hub 2 and possibly the output from the event log , it might give a clue as to the problem

(redact any personal ino like accountname, this is a public form)

Re: FTTC to FTTP upgrade today - left with no internet

Adrian72 — Sat, 04 Feb 2023 08:10:58 GMT

Here's the status page and the most recent 2 pages of the event log.

Re: FTTC to FTTP upgrade today - left with no internet

Dan_the_Van — Sat, 04 Feb 2023 08:23:11 GMT

This is how the Hub should be connected

Does yours match the above?

Are you suing the correct cables, the DSL cable is now redundant and should be disconnected.

HTH

Re: FTTC to FTTP upgrade today - left with no internet

Adrian72 — Sat, 04 Feb 2023 08:27:21 GMT

Hi yes that's how it's connected. I'm using the red-ended ethernet cable that came with the Hub 2. And PN and the OR engineer told me the line coming in is working. The lights on the ONT are correct. But the status light never changes from Orange.

Re: FTTC to FTTP upgrade today - left with no internet

Dan_the_Van — Sat, 04 Feb 2023 09:05:17 GMT

Orange on the Hub suggests there is a broadband connection and to log your broadband user on. If that doesn't work try a factory reset. Make sure the hub light goes out before releasing the switch.

On the Hub

Home >Status page it had a help box for No Connection, have you followed the instructions?

~~Home >My Devices, does the WAN port show a cable connected?~~

~~Have you another cat5e cable you can try for the WAN connection.~~

HTH

Edit:-

Noted line "Auto-sensing detected port Ethernet WAN" which as does confirm WAN cable is connected.

Re: FTTC to FTTP upgrade today - left with no internet

MisterW — Sat, 04 Feb 2023 09:05:46 GMT

@Adrian72 yes those screen and logs show what I wanted.

TBH It looks like the Openreach routing isn't configured correctly, the hub is detecting a wan connection and then sending padi to connect to the pppoe concentrator. Its not getting a pado. response which means it cant find it.

Just to rule out the hub 2 , can you try connecting the old hub 1 to the ont via its wan port ?

and,as @Dan_the_Van. suggested, try another cable if possible

Re: FTTC to FTTP upgrade today - left with no internet

MisterW — Sat, 04 Feb 2023 09:26:22 GMT

@Adrian72 @Dan_the_Van ive just tried a Hub 2 with a WAN connection but no PPPoE. I have a setup whereby I can run a PPPoE server locally and connect a Hub 2.

It does show an Orange light under these circumstances and constant sending PADI messages in the log BUT the status page shows a physical WAN connection see attached

So it looks possible that its a Hub/cable issue