topic Re: Engineer scheduled even though existing ONT in My Order

Engineer scheduled even though existing ONT

rbq — Thu, 12 Dec 2024 13:04:30 GMT

Just moved into a property with an ONT which was previously with BT full fibre, didn't realise the ONT had been disconnected from power by previous occupier - so placing the order with Plusnet triggered an engineer visit to be scheduled.

Power was replaced to ONT and after calling Plusnet, original order was cancelled and an activation only order was to be placed today after the cease on the line expired yesterday.

I've just had another update to say an engineer visit has been triggered again without any reason and I'm going to have to wait until the 8 January to get anywhere closer with activation. I assumed that since the property already had a working ONT that this would be a simple switchover. I have the router already as it was delivered as a priority order by the first Plusnet person I spoke to but can't reach the same person again.

Is there anything I can do at this point or am I at the mercy of Openreach engineer scheduling? Should I set up the router - would that make any difference to re-testing the line and Plusnet attempting to activate it? Not sure if I'd have more luck cancelling Plusnet and trying with BT who were working here correctly before?

Re: Engineer scheduled even though existing ONT

Townman — Thu, 12 Dec 2024 13:26:23 GMT

There is some possibility that the order change has left detritus in the pipe-line.

Would be wise to call support to confirm that the activation only order is progressing as planned and that the engineer appointment is indeed a remnant of the first order.

Re: Engineer scheduled even though existing ONT

rbq — Thu, 12 Dec 2024 13:33:33 GMT

Sadly not, support confirmed the visit was scheduled, and its a new date from the original - so the I'm now even later on activation than before I started the original order. Really quite frustrating, just wondered if there was anything I could possibly to do help or influence the situation any further. Was unsure whether the router should be connected and whether that would make any difference in the line being 'seen' as working or not. Appreciate your reply Townman.

Re: Engineer scheduled even though existing ONT

Townman — Thu, 12 Dec 2024 13:38:57 GMT

As far as BT remote tests are concerned, only the ONT needs to be connected and powered - what lights / state does it show?

Probably needs one of the more experienced staff to poke the orders, someone who knows the difference between what "is" and what "can be done differently", if "different" is now attainable.

The problem with cancel and re-order is (AIUI) that the lead-time delay is reset.

@Gandalf / @MatthewWheeler - I know this is not your bag (space) any more, but are you able to illuminate here or work some magic please?

Re: Engineer scheduled even though existing ONT

Gandalf — Thu, 12 Dec 2024 14:59:03 GMT

Previously, when I looked into these situations where remote activations required an engineer, line tests failed and an engineer was ultimately needed. I remember I spent ages working to have an order remotely completed due to the presence of an ONT, but in the end, the service didn't work and needed engineer intervention to resolve.

I've checked with Openreach and they confirmed line tests have failed. Records show two ONTs with the same serial number at the address, though can't confirm if that is the issue until an engineer investigates.

@rbq, if you private message me the serial number, I'll look into it further though I can't promise a fix.

Re: Engineer scheduled even though existing ONT

MisterW — Thu, 12 Dec 2024 16:28:22 GMT

Records show two ONTs with the same serial number at the address

Is that even physically possible ? and if they've both got the same correct serial no why would it matter ?

or is it just Openreach's systems saying 'something is not right , must have an engineer visit'

Re: Engineer scheduled even though existing ONT

Dan_the_Van — Thu, 12 Dec 2024 16:53:56 GMT

Records show two ONTs with the same serial number at the address

What if it's a multiple port ONT? Would the ONT just have a single serial number rather than one for each port?

Re: Engineer scheduled even though existing ONT

MisterW — Thu, 12 Dec 2024 16:59:33 GMT

I think its still a single serial no but it can be identified by the system as a multi port version

Re: Engineer scheduled even though existing ONT

Gandalf — Thu, 12 Dec 2024 17:23:06 GMT

Possibly, though I just made an observation. Wasn’t confirming either way. All we know for sure is line tests have failed for some reason that triggered an engineer.

Re: Engineer scheduled even though existing ONT

Gandalf — Tue, 17 Dec 2024 14:47:32 GMT

I thought I'd post back to round things off. It turns out there was physically only 1 ONT despite 2 records. I noticed the other record was recently ceased, so I placed an order against this and they were online last Friday. The order itself didn't complete until yesterday and I've cancelled the initial order for the engineer.

(I've raised the records issue for further investigation internally)

Re: Engineer scheduled even though existing ONT

Townman — Tue, 17 Dec 2024 14:53:38 GMT

@Gandalf - utter star - certainly on Santa's good list!!

@rbq - Christmas came early for you - enjoy the rush!

Re: Engineer scheduled even though existing ONT

rbq — Tue, 17 Dec 2024 15:05:21 GMT

We're very pleased and very grateful for getting us online without the delay or need for a visit.

Thank you so much for the help and Merry Christmas.

Re: Engineer scheduled even though existing ONT

Gandalf — Wed, 18 Dec 2024 07:44:17 GMT

Merry Christmas!