Moving House - Broadband Delays/Confusion

[#1]

Hi all,

I moved home at very short notice on Thursday (26th Feb) and called Plusnet to let them know and to recontract.

I had working broadband on Thursday evening but since Friday morning my hub has been flashing orange. I called up and was told it would be activated by 12am Sunday.

I called again today as there has been no change and the person I spoke to placed an order for me to get broadband and I have since been contacted by OpenReach who have booked an engineer appointment for me on the 13th March.

I am really confused why I need an engineer appointment when I had working broadband, I am also stuck with no wifi access and I work from home.

Is the engineer appointment really necessary? Why can't it be activated remotely?

[#2]

Without knowing a lot more than you can probably tell us, @sophabi2016 , it is difficult to advise you. 

[#3]

Is your service 'fibre' - router plugged into a master socket or 'full fibre' - router plugged into an ONT?

[#4]

Hi John,

It's fibre, hub is plugged into a filter into a master socket. The house has two sockets and I have tried both. From what I can tell the previous owners had sky broadband. The new contract we have taken out is partial fibre I believe.

Thanks

[#5]

Ah, we are getting somewhere. I  suspect, but obviously don't know, that the previous tenants cancelled the complete service, so you got caught by OFCOM's 10 working days 'anti-slamming' rules when PN tried to place the order, with the 13th being the earliest date after that for an OR engineer to attend the street cab and make the circuit true. FTTC cannot be adjusted remotely.

[#6]

I've just moved into a property where the previous owners had internet from Sky over full fibre. I plugged my Plusnet hub 2 into the ONT on the day I moved in and had working internet for a couple of days until, presumably, Sky ceased the service here to transfer it to the previous owners' new property. I phoned the Plusnet moving team the next day to start the transfer of *my* service from my previous (unoccupied) property to this one: I expect it to be live in a couple of days. 

Interestingly, for those first two days I had a Sky IP address. I suspect that your working broadband on day one was also via the yet-to-be-ceased Sky service too.

I can't answer your question as to why an engineer visit is necessary. That could be for one of several reasons: you need a new filtered master socket; you're in a full-fibre area where you cannot order broadband over copper any more (in which case the engineer is coming to fit full fibre); or simply there's an "issue" that needs an engineer's attention.

You say you have a copper connection now, but are you in a full-fibre priority area?

[#7]

@Lawrencium103 The OP presumably knows what service she has ordered ( @sophabi2016  ?) - as I said above, changing providers at a property on an FTTC connection needs engineer attendance - to the cab, at least, although some may visit the property - it is not necessary, but some do.

[#8]

@Lawrencium103 

I've just moved into a property where the previous owners had internet from Sky over full fibre. I plugged my Plusnet hub 2 into the ONT on the day I moved in and had working internet for a couple of days until, presumably, Sky ceased the service here to transfer it to the previous owners' new property.

Interestingly, for those first two days I had a Sky IP address. I suspect that your working broadband on day one was also via the yet-to-be-ceased Sky service too.

I'm confused as to how a Hub 2 managed to work on a Sky connection ! The Hub 2 is permanently configured for a PPPoE connection , whereas Sky use DHCP.  It should not have been able to obtain an IP address... 

[#9]

@MisterW 

I dunno! I'm relying on who the previous owners told me their ISP was, and what speedtest.net reported for the ISP. I'm hot-spotting off 4G at the moment, but when I've reconnected the Plusnet router I'll check the log for the IP address that I had so that you/others can check who it belong to. 

Whether it was Sky or BT or another ISP that used to supply this address, it's a possible explanation for why the OP had working internet on moving-in day, and why it has now stopped.