topic Re: Has anyone else's activation process been awful? in My Order

Has anyone else's activation process been awful?

Tpot1 — Sun, 23 Mar 2025 07:50:39 GMT

My service was supposed to activate on Friday 21st. It's now Sunday, I have sent two "questions" on the order and had absolute zero communication from Plusnet.

I was advised I have a line into my house and everything could be activated remotely (seemingly by the click of someone's fingers?) but here I am 48 hours later with nothing.

Just wondering if this experience is similar for other customers?

I am contemplating cancelling while I'm still able too, as the first impressions so far are not good..

Re: Has anyone else's activation process been awful?

jab1 — Sun, 23 Mar 2025 08:03:45 GMT

@Tpot1 If this is a Full Fibre activation, what colour are the lights on the ONT? What colour is the light on the (presumably) Hub2 you have?

Re: Has anyone else's activation process been awful?

Tpot1 — Sun, 23 Mar 2025 08:06:37 GMT

Hi @jab1, Power and PON are solid green on the ONT, LAN and LOS are both off, and the Hub2 is flashing orange.

Re: Has anyone else's activation process been awful?

jab1 — Sun, 23 Mar 2025 08:08:57 GMT

Just as an experiment - and it is exactly that - try powering off the ONT for 30 seconds or so, and then restarting it?

Re: Has anyone else's activation process been awful?

Tpot1 — Sun, 23 Mar 2025 08:19:33 GMT

@jab1 thanks for this, have given it a go with no success unfortunately. Reverted back to same after about a minute (PON green, orange flashing light on the Hub2).
I have the smaller form ONT with ports for power, WAN (marked GE) and Optical. These are all plugged in as the setup guide suggests.

Re: Has anyone else's activation process been awful?

jab1 — Sun, 23 Mar 2025 08:23:08 GMT

OK - one last thought, and then you will need to ring Plusnet. Unplug the Ethernet cable - at both ends - and re-insert it, making sure both ends click into place.

Re: Has anyone else's activation process been awful?

Anonymous — Sun, 23 Mar 2025 09:05:24 GMT

@Tpot1

Have you tried re-powering the Hub2 at all since Friday?

Re: Has anyone else's activation process been awful?

Baldrick1 — Sun, 23 Mar 2025 09:09:54 GMT

Moderator's note:
Thread moved from Full Fibre to My Order

Re: Has anyone else's activation process been awful?

MisterW — Sun, 23 Mar 2025 09:15:40 GMT

@Tpot1 Power and PON are solid green on the ONT, LAN and LOS are both off, and the Hub2 is flashing orange.

That's a bit strange! Flashing Orange on the Hub 2 means its trying to get a DSL sync. It doesnt think there's a connection from the WAN (red) port to the ONT LAN port. The ONT doesnt think there's a connection either.

I have the smaller form ONT with ports for power, WAN (marked GE) and Optical.

Can you post a picture of the ONT ? I dont recall seeing one marked GE ?

Re: Has anyone else's activation process been awful?

RealAleMadrid — Sun, 23 Mar 2025 09:19:50 GMT

@Tpot1 The only thing that doesn't look correct is the Ethernet (LAN) indication on the ONT, it should be on and it flashes when data is transmitted. This suggests that the ONT is not connecting to the Hub, so as @jab1 says check the ethernet cable from the ONT to the WAN port on the Hub2. There should be no other input to the Hub, the DSL input is obviously not used on a full fibre connection. It would be a good idea to reboot the Hub as it detects the operating mode on start up. (WAN or DSL input) You could also check the Hub status particularly the WAN connection by logging in to the Hub and viewing the diagnostics page, I don't use ISP supplied routers so I can't give you the details of how to do this but there will be help available on the forum or Plusnet's help pages.

Re: Has anyone else's activation process been awful?

MisterW — Sun, 23 Mar 2025 09:34:16 GMT

I dont recall seeing one marked GE ?

I'm guessing that GE stands for Gigabit Ethernet but the ONT's I've seen are just marked 'port' or 'lan'

https://www.bt.com/help/broadband/whats-an-openreach-modem-ont

edit; Ah! there is one possibly marked GE https://www.openreach.com/content/dam/openreach/openreach-dam-files/images/fibre-broadband/fibre-for-developers/guides-and-handbooks/oct-2020-update/1+0%20ONT%20factsheet.pdf

As said earlier, it doesnt look like the connection between the ONT and router is correct.

Even if the service isnt active, if the connection is correct, the ONT LAN light should be on, and the Hub 2 would be solid Orange (authentication failure)

Re: Has anyone else's activation process been awful?

Tpot1 — Sun, 23 Mar 2025 16:49:19 GMT

@MisterW I believe this is a Nokia ONT - serial number starts with AL
I called Plusnet, there was an issue activating the line due to "invalid port ID"

Re: Has anyone else's activation process been awful?

outcast — Sun, 23 Mar 2025 16:55:23 GMT

... are they doing anything about it ?

Re: Has anyone else's activation process been awful?

Tpot1 — Sun, 23 Mar 2025 16:57:50 GMT

@outcast they haven't today, apparently Openreach do not work on Sundays so have to wait until tomorrow.. not too pleased!

Re: Has anyone else's activation process been awful?

jab1 — Sun, 23 Mar 2025 16:59:20 GMT

@Tpot1 wrote:apparently Openreach do not work on Sundays so have to wait until tomorrow.. not too pleased!

They don't.

Re: Has anyone else's activation process been awful?

MisterW — Sun, 23 Mar 2025 17:00:20 GMT

@Tpot1 I believe this is a Nokia ONT

Yes, I'm familiar with that, I have one.

AFAIK if the router is correctly connected to the ONT then the LAN light on the ONT should be ON , is that not the case ?

There MAY still not be an internet connection if, as suggested, there is fault with the circuit build but I wouldn't expect the Hub 2 to be trying to revert to a DSL connection and thus flashing orange ?

Re: Has anyone else's activation process been awful?

Dan_the_Van — Sun, 23 Mar 2025 17:56:40 GMT

@MisterW

but I wouldn't expect the Hub 2 to be trying to revert to a DSL connection and thus flashing orange

Wouldn't it flash Orange if it doesn't detect either a DSL signal or a ethernet connection?

The Home >Status page might give a clue on what it last detected broadband connection was

Connection type: Fibre broadband (VDSL) or Connection type: External (FTTX)

With a Hub One using a WAN connection I would see a flashing 'b' light with no ethernet connection, a solid Orange light with a ethernet connection, Blue with an established PPPoE connection, I would expect the Hub two to behave in much the same way.

Re: Has anyone else's activation process been awful?

MisterW — Sun, 23 Mar 2025 18:08:42 GMT

@Dan_the_Van

Wouldn't it flash Orange if it doesn't detect either a DSL signal or a ethernet connection?

yes, but if connected correctly to the ONT then it would see an ethernet connection and show solid orange

Re: Has anyone else's activation process been awful?

Dan_the_Van — Sun, 23 Mar 2025 18:24:04 GMT

@MisterW

yes, unless I miss read the thread both the ONT LAN port is not showing a connection and it is a flashing orange Hub Two light.

EDIT: like the Hub One the default might be VDSL and the POST will determine its connection mode, as the Hub one does.

Re: Has anyone else's activation process been awful?

MisterW — Sun, 23 Mar 2025 19:03:50 GMT

Pretty sure the default is WAN. With the WAN port it can determine immediately whether there's a physical connection or not. A physical connection on the DSL.port will take an indeterminate time to sync. So if there's a physical WAN connection it should never go near the DSL

Whilst I don't use a hub 2 in anger , I do have one and I try and keep it up to date. Rather than disconnect my main router to connect the hub, I run a Pppoe server on a Linux box. I connect the hub to that and then it gets an internet connection via that. I'm pretty sure that as soon as I connect the WAN port to the Linux box it stops trying the DSL and makes the PPPoE via the WAN port