topic No confirmation of engineer appointment in My Order

No confirmation of engineer appointment

thurgood2023 — Sun, 04 Aug 2024 22:01:50 GMT

Hi, I called up Plusnet regarding purchasing a broadband deal- which was done successfully.
I explained to the advisor before finalising my order (2-3 times) that I need an Openreach engineer to come out to my address and install a second Openreach modem and second fibre optic line as the first one is in use by my parents own ISP (Sky) and I don’t want this to be overwritten/transferred as they aren’t cancelling their broadband with Sky. They plan to continue to use it until their contract ends and it’d just cause problems.

He assured me that would not be the case and it was possible for an engineer to install a second line. Said he will note that down and reassured me that an engineer will come out and do just that.
I received an email confirming my activation date but states in the email: you can start using the service as soon as you have a solid green light labelled PON or OPTICAL on your Openreach Modem (ONT). The ONT is the white box connected to a fibre-optic cable that runs to your house.

Which isn’t possible for reasons I’ve stated above. can I get a bit more help in regard to this? Thanks.

Re: No confirmation of engineer appointment

MisterW — Mon, 05 Aug 2024 04:41:26 GMT

Is the existing ONT a multi port one ? i.e it has more than 1 LAN port

Re: No confirmation of engineer appointment

thurgood2023 — Mon, 05 Aug 2024 06:44:05 GMT

I’ve looked at it only has 1 LAN port with two other wires going into it which I assume one is the power lead and the last being the one that runs to the sky broadband.

Re: No confirmation of engineer appointment

MisterW — Mon, 05 Aug 2024 06:59:46 GMT

@thurgood2023 Sounds like its not a multi port ONT.

So there's two possible ways that the new connection SHOULD have been ordered

1) Replace the existing single port ONT with a multi port one and configure the new Plusnet service on one of the spare ports

2) Install a completely new Fibre and single port ONT

Both options require an Openreach engineer visit.

Have your parents had any communication from SKY regarding their connection ?

Login to your PLusnet account and see if there's any 'closed questions' with more information. Login to your account at https://www.plus.net/member-centre/login and then goto https://www.plus.net/wizard/?p=search . Look at the details of any closed questions since the order date.

If that doesnt reveal any information, then call Customer services to find out whats happening

Re: No confirmation of engineer appointment

thurgood2023 — Mon, 05 Aug 2024 07:03:43 GMT

My parents haven’t received any sort of communication from Sky regarding their connection.
The only ticket I have open is the one from the advisor that helped me open my new broadband with plus net stating that a welcome letter/email will be sent in the next days and an email of what’s going to happen next.
Thanks for your help, I’ll give them a call

Re: No confirmation of engineer appointment

thurgood2023 — Mon, 05 Aug 2024 07:06:21 GMT

Never mind I just spoke to my dad and he received the following message: Your Broadband & Talk services are switching to a new provider. We'll confirm any charges due by letter. If you have questions please call 03337 594 684

Re: No confirmation of engineer appointment

MisterW — Mon, 05 Aug 2024 07:35:25 GMT

@thurgood2023 Oh dear! that means that the order has been placed to transfer the existing connection from Sky and NOT to install a new line.

If that's not what you want, then your parents must contact Sky pronto and cancel the transfer.

You then need to contact PLusnet and get them to replace the order as a new connection.