topic Re: Engineer visit completed - connection not active? in My Order

Engineer visit completed - connection not active?

rickykemp — Wed, 19 Apr 2023 12:19:37 GMT

hi, bit concerned as the engineer has completed the visit, installed the fibre connection and ONT but the router is giving me an error that it can't connect.

the FAQ says: "Our engineer will finish up by testing your connection using one of your preferred devices"

this wasn't done - i've logged into the hub and re-entered the login details but it still just gives a disconnected error with an orange light. The ONT has 3 green lights.

Re: Engineer visit completed - connection not active?

rickykemp — Wed, 19 Apr 2023 13:29:36 GMT

My previous VDSL2 connection with John Lewis Broadband has now also been cut off leaving us with no Internet connection 😔

Re: Engineer visit completed - connection not active?

MisterW — Wed, 19 Apr 2023 13:45:40 GMT

Hi @rickykemp its probably just that your Plusnet account hasnt been activated yet. The account should be activated automatically once Openreach send the installation complete message to Plusnet.

Have you received any email or SMS from Plusnet to say your connection is active ?

Re: Engineer visit completed - connection not active?

rickykemp — Wed, 19 Apr 2023 13:46:47 GMT

No nothing received as yet

Re: Engineer visit completed - connection not active?

MisterW — Wed, 19 Apr 2023 13:50:39 GMT

Sometimes OR can be a bit tardy in sending the complete notification. If nothing has happened in an hour or so, then give Customer services a call to see what's happening.

Re: Engineer visit completed - connection not active?

rickykemp — Wed, 19 Apr 2023 14:56:10 GMT

Just seen it was sent to me at 13:54. Not activated yet

Re: Engineer visit completed - connection not active?

MisterW — Wed, 19 Apr 2023 15:07:02 GMT

In that case , give Customer services a call.

Re: Engineer visit completed - connection not active?

Longliner — Wed, 19 Apr 2023 16:52:17 GMT

If you are told the OR installation is complete, it generally takes until midnight on that day before your PN connection is activated. Only guessing but I think it may be some process at the exchange. A few years back when I went from ADSL to FTTC, I had 12MB going to bed and 36MB next morning. Worth the short wait!

Mike

Re: Engineer visit completed - connection not active?

willcutforth — Thu, 20 Apr 2023 12:51:32 GMT

Hey there @rickykemp

Is it working now?

Re: Engineer visit completed - connection not active?

rickykemp — Thu, 20 Apr 2023 12:53:08 GMT

Hiya, yep sorted - called CS and it was an incorrect default username and password on the router

Re: Engineer visit completed - connection not active?

willcutforth — Thu, 20 Apr 2023 12:57:56 GMT

Awesome great to hear If you need anything just give me a shout