topic Re: No Activation in My Order

No Activation

Owensoc — Sun, 03 Dec 2023 15:22:20 GMT

My broadband was supposed to be activated on the 1st but I have heard nothing for 2 days.

Re: No Activation

jab1 — Sun, 03 Dec 2023 15:47:37 GMT

If you connect the Hub and try it, what happens?

Re: No Activation

Owensoc — Sun, 03 Dec 2023 17:41:40 GMT

Orange ring

Re: No Activation

jab1 — Sun, 03 Dec 2023 17:43:00 GMT

Steady or flashing?

Re: No Activation

Owensoc — Sun, 03 Dec 2023 17:46:42 GMT

Steady

Re: No Activation

jab1 — Sun, 03 Dec 2023 17:48:50 GMT

Don't know if you have checked - what username is showing on the Hub. If it is 'setup@plusdsl.net', try rebooting the Hub.

Re: No Activation

Owensoc — Sun, 03 Dec 2023 17:55:15 GMT

I will try thank you

Re: No Activation

Owensoc — Sun, 03 Dec 2023 18:40:22 GMT

It still has an orange ring after reset, it says on my account that they are still working on my activation. But there has been no update since the 1st when it was last delayed too. I will keep waiting and trying to see what i can do. thanks

Re: No Activation

jab1 — Sun, 03 Dec 2023 18:47:42 GMT

I would give them a call tomorrow morning and ask what the hold-up is - you have a connection, so it is a PN issue.

Re: No Activation

Galadriel — Mon, 04 Dec 2023 09:23:14 GMT

Hi @Owensoc

I'm really sorry to hear about your delay, it looks like the FTTP order is delayed in planning. We've not been given an activation date yet as there's been no full fibre connected at your address before so they need to do checks and plan the work, the review date for this is the 12/12/23. Once this has been done, they will proceed with implementing the solution and installing the cables.

Re: No Activation

jab1 — Mon, 04 Dec 2023 09:25:23 GMT

So, this is an FTTP installation - if I may ask, what service, if any, does the OP have, and is it with Plusnet?

Re: No Activation

Owensoc — Mon, 04 Dec 2023 10:16:26 GMT

Plusnet full fiber 500. When purchasing it said that my address was able to be remotely activated. It was originally supposed to be active on November 30th.

Re: No Activation

jab1 — Mon, 04 Dec 2023 10:19:39 GMT

@Owensoc What did you have previously, and with whom? Have Openreach installed your ONT?

Re: No Activation

Owensoc — Mon, 04 Dec 2023 10:27:27 GMT

I’ve just moved into a new to me rental, there is an open reach box that has been there from before.

Re: No Activation

jab1 — Mon, 04 Dec 2023 10:33:31 GMT

Ah, OK. You say 'openreach box' - do you mean a standard phone master socket, or an ONT as below?

Re: No Activation

Owensoc — Mon, 04 Dec 2023 10:36:13 GMT

It looks like the one in the photo, same lights on it as well

Re: No Activation

jab1 — Mon, 04 Dec 2023 10:43:31 GMT

OK, so the response from the Help Team member above is erroneous - not a big surprise when Openreach can't even keep accurate records of their equipment installations.

Edit: If the lights are as you say, then there is full connection to the fibre network. Someone needs to use a few brain cells (not you, BTW)

Re: No Activation

Owensoc — Mon, 04 Dec 2023 10:48:05 GMT

Thank you for your help, what do you think the best next step would be? should I call or could this this be solved another way?

Re: No Activation

jab1 — Mon, 04 Dec 2023 10:51:20 GMT

I would give them a call, hope you get a clued-up agent, and explain that you already have a working ONT. Ask them if they can do the remote activation you were promised.

Let us know what response you get.

Re: No Activation

Owensoc — Mon, 04 Dec 2023 10:52:50 GMT

Thanks, i will give them a call soon! I will let you know what happens.