Fibre broadband installation fail. No DSL light.
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Fibre broadband installation fail. No DSL light.
21-08-2013 10:55 AM
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The engineer came out yesterday to install the service but discovered that I had not been sent the router.
He did what he said he could, fit the socket and left a bt openreach modem and left, saying he couldn't finish without the router and to not plug the modem in.
I rang plusnet and discovered that they forgot to send out the new router and have now put one in the post.
Out of curiosity I plugged the openreach modem in and have noticed the DSL light remains off, suggesting no broadband signal on the line.
Does this mean the installation is incomplete?
I rang plusnet support who were not helpful and just told me to try again when the router turns up.
So right now my concern is that broadband is not active on the line and plugging the router in won't help.
I'm hoping I'm wrong though and the the DSL light will only kick in when the router is in place.
Could anyone more learned in the ways of fibre broadband shed any light on this?
Thanks
Re: Fibre broadband installation fail. No DSL light.
21-08-2013 2:13 PM
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Apologies first of all for you're router not being dispatched in time, unfortunately this has meant that the engineer wasn't able to complete the installation and as such another appointment will be needed to get the job done.
I'm really sorry that the engineer didn't mention this and that the status of the broadband order wasn't checked when you called. I'll make sure feedback is passed on appropriately regarding that.
Please see the update I've just added to ticket 72845960 for further details relating to this.
Adam
Re: Fibre broadband installation fail. No DSL light.
21-08-2013 2:31 PM
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The install tech left before I got the router out the box...
Re: Fibre broadband installation fail. No DSL light.
21-08-2013 2:55 PM
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As such I'm now going to be offline for another 2 weeks. If I hadn't had chased this and just listened to the support staff it would be even longer as well.
Ah well. Nothing that can be done now.
Re: Fibre broadband installation fail. No DSL light.
21-08-2013 4:19 PM
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Why there would appear to be no Vdsl signal to the modem is strange, as usually the installing engineer will carry out the re jumpering work at the PCP cabinet first and test before coming to the house and carrying out the rest of the instal, such as updating the NTE master socket where needed fitting a filtered vdsl filtered faceplate to that, as well as re locating the NTE or installing the home wiring solution (if ordered by ISP) But in my case the work at the cab was done first then fitted the Interstitial faceplate to the existing NTE unboxed the modem connected it to mains and the NTE waited for it to sync he was off modem left on floor (apparently didn't have a drill with him) so couldn't fit it to the wall, yet they can justify the install charge of £96 inc vat, So the being no router to connect to was an excuse , did he come to your house first by chance ?
Re: Fibre broadband installation fail. No DSL light.
21-08-2013 5:16 PM
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As far as I know he turned up and fit the new faceplate, plugged the modem into the phone socket and when he discovered their was no router simply left and said he would probably have to come back in a couple of weeks.
Voice calls remain unaffected but I rarely use the landline for anything other than Internet.
Re: Fibre broadband installation fail. No DSL light.
21-08-2013 6:47 PM
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Which would of been ok to show the connection was working ,
But they should carry test equipment with them that would be more than capable of doing this ,Me think's you got a lazy a** engineer who didn't want to do the job
Re: Fibre broadband installation fail. No DSL light.
21-08-2013 6:58 PM
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Quote from: deathtrap Ok, this is just a guess, but can you still get a sync if you try and connect to your old (ADSL) connection,? assuming that you had a ADSL connection previously using your old router / modem ?
Re-read Line 1 - Post 1
Re: Fibre broadband installation fail. No DSL light.
22-08-2013 12:05 PM
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Re: Fibre broadband installation fail. No DSL light.
22-08-2013 12:21 PM
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Thanks for the input guys.
I will try my ADSL router tonight just to see if there is anything going on....I suspect not.
I have another engineer appointment booked in for 2 weeks time. Might ask him why he couldn't complete the work without the router....
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