topic Re: No router in My Order

Activation is today but no router received

MaryamElly — Wed, 24 Jul 2024 08:57:30 GMT

Morning,

I placed an order for Full Fibre on the 19th July, and today I've received an email saying the activation date is confirmed for 24th July, but my order tracker says 25th July. I havent received a router, but I have a BT Smart hub 2, could i use that for now?

Re: Activation is today but no router received

MisterW — Wed, 24 Jul 2024 09:05:27 GMT

and today I've received an email saying the activation date is confirmed for 24th July, but my order tracker says 25th July

@MaryamElly that's a quirk of the Plusnet systems, the order tracker means by 00:00 on the 25th which actually means anytime on the 24th !!

Since your activation date is only 5 days after ordering, I assume there's already an FTTP service active ?

Is the Smart Hub 2 being used on an FTTP service ?

If so then it should be usable on Plusnet by changing the username/password , see here https://community.plus.net/t5/My-Router/Using-A-BT-Smarthub-An-Update/m-p/1795292#M24601

However, its likely that BT will want it returned at some point

Re: No router

jab1 — Wed, 24 Jul 2024 09:06:25 GMT

The PN Hub2 should be despatched via RM Tracked24 to arrive a couple of days prior to your activation. Are you sure it is July and not August? unless you already have the ONT installed, I find it strange that they can get you connected within 5 days.

Re: Activation is today but no router received

MaryamElly — Wed, 24 Jul 2024 09:12:36 GMT

Yes, this a new build that had the ONT already setup. We cancelled BT before the move, so BT were never connected to this address.

Thanks for the link, I'll look into that. And yes, we'll send the BT hub back once plusnet is all up and ready.

Re: No router

MaryamElly — Wed, 24 Jul 2024 09:13:37 GMT

This is what it says on the tracker, and the email said 24th.

Re: No router

MaryamElly — Wed, 24 Jul 2024 09:16:42 GMT

Re: No router

jab1 — Wed, 24 Jul 2024 09:18:54 GMT

My thoughts on this - PN have got themselves confused.

Re: No router

MisterW — Wed, 24 Jul 2024 09:54:17 GMT

Yes, this a new build that had the ONT already setup

@MaryamElly then in theory , it should just be a remote activation which explains the short time quoted.

Is the ONT powered on ?

During the order process, the Openreach systems will attempt to test the ONT. If that fails, maybe because its not powered, then the remote activation order will fail and it will get changed to a install requiring an engineer visit. This will delay the order.

Problem is that sometimes the automated systems aren't good at letting the customer know what's happened!

Check if there are any closed questions (tickets) on your account that may give more information as to whats happening

Login to your account and then go to https://www.plus.net/wizard/?p=search , click the 'GO' to view closed questions in the last 7 days

Re: No router

MaryamElly — Wed, 24 Jul 2024 10:17:38 GMT

Just received a text too saying activation will be on the morning of the 24th.

As for the ONT, its on with the PON light solid green.

I do see a ticket, starts off with a message about stuff I have not much clue about posted saturday morning but I do see this 'FTTP Availability: Enabled' and yesterday afternoon another saying "Your order has been placed and your activation date will be confirmed in 48 hours." and "This Question is now on hold until Friday 26th July at 7:00am." by a CSC Analyst

Re: No router

MisterW — Wed, 24 Jul 2024 10:40:01 GMT

and yesterday afternoon another saying "Your order has been placed and your activation date will be confirmed in 48 hours."

That tends to indicate there isnt a confirmed activation date yet ?

I do see a ticket, starts off with a message about stuff I have not much clue about posted saturday morning

perhaps you could post the full conent of the ticket ( redacting any personal information ) and we might be able to translate the technical stuff.

Re: No router

MaryamElly — Wed, 24 Jul 2024 11:55:27 GMT

[INTERNAL]

Assigning ticket to workflow to be actioned

----------------------------------
Workplace
----------------------------------
BuyersID: PN:
Order Type: Provide
New Broadband Product: Full Fibre 500
Install Diary Response Code: 100290
Install Diary Response Message: Invalid ONTPortNumber status
Install Diary Response Received: 19 Jul 2024 21:44:34

----------------------------------
BT Wholesale
----------------------------------
BT Wholesale Order Reference:
BT Wholesale Supplier Order Reference:
BT Wholesale Order Type: Provide With Address
Site:
Order Status: Cancelled
Order Sub-Status: Cancelled
Order Received Date: 19/07/2024 21:32:07
Order Required Date: 02/08/2024 00:00:00
Order Promised Date:
Order Appointment Date:
Response Code:
Response Message:
Response Received:

----------------------------------
Broadband Availability
----------------------------------
FTTP Availability: Enabled
FTTP Capacity Date: -
Install Type: 1 Stage
ONT Status: Spare
ONT Max Speed: Up to 1000
ONT Location: UTILITY CUPBOARD GROUND INTERNAL
Open Order: Not found
Open Order Type: -

Kind regards,

Plusnet Robot-003

I just tried connecting the BT router but username keeps resetting to the default BT one after i click save and it restarts

Re: No router

MaryamElly — Wed, 24 Jul 2024 11:59:44 GMT

sorry, double post, cant delete it.

Re: No router

MisterW — Wed, 24 Jul 2024 12:13:41 GMT

Install Diary Response Message: Invalid ONTPortNumber status

That would indicate that the original 'remote activation' order failed because the ONT test failed.

From what you received yesterday, it sounds like the order has been replaced as an engineer install, which will likely take around 10 days.

Was the ONT always powered i.e would it have been powered on the 19/07 ?

Re: No router

MaryamElly — Wed, 24 Jul 2024 12:33:37 GMT

Its been on since we moved in last week, never turned it off.

Re: No router

MisterW — Wed, 24 Jul 2024 12:39:16 GMT

In that case, I suggest you contact customer services and check what is happening ? and why remote activation is not proceeding as planned.

Re: No router

MaryamElly — Wed, 24 Jul 2024 12:37:16 GMT

Okay, will do. Thanks for your time!

Re: No router

MisterW — Wed, 24 Jul 2024 12:39:29 GMT

Given that its a new build its possible that Openreach records are not correct. Each ONT has a unique serial no and is registered to a specifi property. On a new build they tend to be installed in batches and if the serial no recorded is not correct for your property then its going to need an Openreach engineer to apply a 'mark one eyball'

Re: No router

MaryamElly — Wed, 24 Jul 2024 13:12:04 GMT

Was about to call up but I noticed the BT Hub light went blue, so I'm all up and running now. This is also reflected on my plusnet members account too, start date is today.

Thanks again!

Re: No router

MisterW — Wed, 24 Jul 2024 13:16:27 GMT

That's really good news😁. I can only assume that someone replaced the order as a new remote activation.

I'd still call in and find out where your router is.