topic Re: New Order in My Order

New Order

MegMont — Sun, 01 Oct 2023 17:12:04 GMT

I’ve just registered and we have both OpenReach and Virgin cables in the property and it tells us that we don’t need an engineer to come out but I’ve received a text saying they’re coming to attend on 25/10 but then when I log into my account it states activation is the 26/10. Why would an engineer be booked if it stated when I signed up one wasn’t needed? Is this just an error?

Re: New Order

jab1 — Sun, 01 Oct 2023 17:22:19 GMT

@MegMont Welcome to the forums. Are you currently with Virgin or an ISP who use the OpenReach network?

Re: New Order

MegMont — Sun, 01 Oct 2023 17:26:48 GMT

We are currently with Virgin but we’re with BT before so have both cables. When I signed up it said we don’t need an engineer and on my online account it also says this but I still got a text to say an engineer will be coming out so a bit confused. Also with the dates being different on the engineer text to the activation date on my account log in.

Re: New Order

jab1 — Sun, 01 Oct 2023 17:30:53 GMT

If you are currently with Virgin, Openreach will need to reactivate your BT connection. Are you having an FTTC or FTTP connection?

Re: New Order

MegMont — Sun, 01 Oct 2023 17:34:44 GMT

We are getting FTTP

Re: New Order

jab1 — Sun, 01 Oct 2023 17:38:41 GMT

Ah, so the engineer will need to attend to install the ONT, and they will need to do so and confirm it is working before Plusnrt can activate at their end.

Re: New Order

MegMont — Sun, 01 Oct 2023 17:39:57 GMT

@jab1 I’m still confused because we have the OpenReach port… it’s switched on and the lights are on also. Why would an engineer need to visit because of this? Sorry if I seen a bit dense.

Re: New Order

jab1 — Sun, 01 Oct 2023 17:44:06 GMT

You already have the ONT? When was this installed? There have been occasions when n already installed ONT exists where this information goes astray and BT/OR think one needs installing.

Re: New Order

MegMont — Sun, 01 Oct 2023 17:46:05 GMT

It was installed in 2020/2021. I can’t seem to see where to attach the image but it has a green light on for power and PON.

Re: New Order

MegMont — Sun, 01 Oct 2023 17:48:14 GMT

@jab1 I’ve managed to add the image as a public image on my profile if that helps

Re: New Order

jab1 — Sun, 01 Oct 2023 17:49:30 GMT

If it was installed that long ago, the 'records' glitch I mentioned before applies. I would contact PPN tomorrow and explain thiis to them - it should be possible to remotely activate the service.

Re: New Order

MegMont — Sun, 01 Oct 2023 17:51:37 GMT

Thank you. Who is PPN? Is it just the PlusNet customer number 0345 140 0200?

Re: New Order

jab1 — Sun, 01 Oct 2023 17:53:11 GMT

Sorry - should have been 'PN' - Plusnet - on 0800432 02200

Re: New Order

MegMont — Sun, 01 Oct 2023 17:53:58 GMT

Thank you, I’ll do that tomorrow

Re: New Order

jab1 — Sun, 01 Oct 2023 17:59:56 GMT

@MegMont Sorry - dodgy fingers. The phone number should be 0800 432 0200

Re: New Order

bmc — Sun, 01 Oct 2023 20:28:53 GMT

@MegMont

Just for information. When you reply to a post you get a line of options at the top. To post an image within the message you choose the one that looks like a retangle with a "mountain" in it.

Brian

Re: New Order

ClaudiaG23 — Mon, 02 Oct 2023 13:12:41 GMT

Hey @MegMont sometimes the Suppliers want to do an engineer visit as the ONT may have failed its health check, when this happens, we have to wait for the engineer visit before taking you live.

The reason for the 2 dates is, you say your services should be active by 23.59 on the day, so we then say you'll have service by the following day. This is normal.

Re: New Order

MisterW — Mon, 02 Oct 2023 13:27:31 GMT

sometimes the Suppliers want to do an engineer visit as the ONT may have failed its health check,

@ClaudiaG23 sorry if I seem sceptical, but this situation seems all too common especially as @MegMont posted earlier regarding the ONT

I can’t seem to see where to attach the image but it has a green light on for power and PON.

a green PON light indicates a fully functional ONT https://help.business.bt.com/app/answers/detail/a_id/19236/~/what-do-the-lights-on-my-openreach-ont---optical-network-terminator-mean%3F

Re: New Order

ClaudiaG23 — Mon, 02 Oct 2023 13:35:34 GMT

@MisterW This doesn't mean that it needs a health check with the Suppliers. I was only stating one reason why they would want to get an engineer to visit the property for the installation.

Re: New Order

jab1 — Mon, 02 Oct 2023 13:38:43 GMT

Hopefully, @MegMont has contacted Plusnet, and been given a valid reason for the engineer visit, or has been able to cancel it if it is not required - as seems to be the case here.