topic Re: Help with Installing New Broadband Router in My Order

Help with Installing New Broadband Router

nicolakir3164 — Tue, 25 Mar 2025 15:05:57 GMT

Hello, I am a new customer, who has just received my Plusnet broadband router today. Can someone please let me know when an engineer is available to install this for me, because I need the box which goes onto the wall for the extension leads to connect my broadband router? Thank you

Re: Help with Installing New Broadband Router

jab1 — Tue, 25 Mar 2025 15:11:44 GMT

@nicolakir3164 . Are you with another ISP at the moment - or have you been? What service are you taking from Plusnet 'Fibre' or 'Full Fibre'?

Re: Help with Installing New Broadband Router

nicolakir3164 — Tue, 25 Mar 2025 15:24:37 GMT

I am using the Full Fibre 74 and I was with BT previously. Because I thought I was unable to get broadband again, for some weird reason, I removed the box that goes into the wall, where the red and yellow leads went into, off the wall, for some weird reason, so I need a new box for the wall so I can feed the leads into that and get everything plugged in and working. So, I need an engineer to do that for me, please.

Re: Help with Installing New Broadband Router

jab1 — Tue, 25 Mar 2025 15:29:09 GMT

@nicolakir3164 I am not Plusnet staff. You will need to call Plusnet and explain what you have done, as only they can talk to Openreach - the people who 'install' the 'box'.

Be aware this may cost you money, but you should be told if it is going to be chargeable.

Re: Help with Installing New Broadband Router

MisterW — Tue, 25 Mar 2025 15:30:08 GMT

@nicolakir3164 by 'box on the wall' , do you mean one of these

If so, do you not still have it ?

Re: Help with Installing New Broadband Router

nicolakir3164 — Tue, 25 Mar 2025 15:38:03 GMT

The photo is a bit too close up for me to see the whole thing, but judging by the labels of the switches, it looks like the box I need.

Re: Help with Installing New Broadband Router

jab1 — Tue, 25 Mar 2025 15:39:55 GMT

As asked by @MisterW , do you still have the one you 'removed' - which you shouldn't have, by the way.

Re: Help with Installing New Broadband Router

nicolakir3164 — Tue, 25 Mar 2025 15:40:06 GMT

Sorry, should have said, no I do not have this box.

Re: Help with Installing New Broadband Router

jab1 — Tue, 25 Mar 2025 15:42:04 GMT

Oh dear! As I suggested earlier, you will need to contact PN and ask them to arrange an Openreach engineer.

Re: Help with Installing New Broadband Router

nicolakir3164 — Tue, 25 Mar 2025 15:44:37 GMT

Thank you for your help.

Re: Help with Installing New Broadband Router

bmc — Tue, 25 Mar 2025 15:45:58 GMT

@nicolakir3164

The transfer should / may have been refused as OR do a line check to the ONT. If it is not powered up (or missing!!) then the check can't be completed.

As stated you need to phone PN. As an aside, can you log into your PN Member's page. If so, there may be a "Open Ticket" (message) under My Account or My Order.

Brian

Re: Help with Installing New Broadband Router

jab1 — Tue, 25 Mar 2025 15:47:40 GMT

All yours, @MisterW / @bmc !

Re: Help with Installing New Broadband Router

nicolakir3164 — Tue, 25 Mar 2025 15:50:35 GMT

Sorry, I need clarification . Are you saying that because I do not have the box on the wall that the sale should not have gone through and that I should not have received the router today? If that is the case, can you explain the reason why the sale should not have gone through then?

What are you suggesting I should do now?

Re: Help with Installing New Broadband Router

MisterW — Tue, 25 Mar 2025 15:51:37 GMT

The transfer should / may have been refused as OR do a line check to the ONT. If it is not powered up (or missing!!) then the check can't be completed.

Exactly my thoughts...

Re: Help with Installing New Broadband Router

nicolakir3164 — Tue, 25 Mar 2025 15:52:38 GMT

Yes, I can log into my PN members page, it has everything ready to go, it is just that I do not have the box for the wall.

Re: Help with Installing New Broadband Router

nicolakir3164 — Tue, 25 Mar 2025 15:55:58 GMT

What is the ONT? What happens now then. if OR cannot do the line check, because I am very anxious to get this set up and running, because I live alone, and am a vulnerable person, aged 60 with type 2 diabetes and need to contact the outside world in case of a medical emergency. I also have very severe anxiety issues.

What happens now?

Re: Help with Installing New Broadband Router

MisterW — Tue, 25 Mar 2025 15:57:26 GMT

@nicolakir3164 not quite, the order will still have been accepted. If the Openreach system thought you previously had full fibre and an ONT ( the box ) , then the order will have been placed as a 'remote activation' i.e no engineer visit required. As part of the ordering process, Openreach will try and check the ONT is working, since you no longer have one fitted, this check should have failed and the order changed to 'requiring engineer installation'.

What are you suggesting I should do now?

As suggested , either call Plusnet to see what's happening with the order, it may just be delayed waiting for an engineer appointment, and/or check for any tickets(questions) on your account explaining whats happening

Re: Help with Installing New Broadband Router

jab1 — Tue, 25 Mar 2025 15:57:57 GMT

@nicolakir3164 Please contact Plusnet and explain you need a new 'box on the wall' - as I suggested earlier.

Re: Help with Installing New Broadband Router

nicolakir3164 — Tue, 25 Mar 2025 16:02:40 GMT

Okay, got it cleared up now, so it was really the difference between being activated remotely or requiring an engineer visit to get activated. So, I need an engineer visit, which I suppose I will be informed about via email or if I make a phone call. Do you have the contact number for me to make an appointment for an engineer to come and set me up, please? Thank you.

Re: Help with Installing New Broadband Router

nicolakir3164 — Tue, 25 Mar 2025 16:03:58 GMT

I will do that, thank you everyone who assisted me with this issue today. it is very much appreciated. Have a good day.