Complete but not working
FIXED- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Fibre now onboard but on wrong line
19-10-2016 8:32 PM - edited 19-10-2016 8:33 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Had a text last night to say all was complete at c19:00.
Alas I've still got the flashing orange light saying their is a connection problem.
Call centre wait times are at 45 minutes so i'm reaching out here.
Fixed! Go to the fix.
Re: Complete but not working
20-10-2016 12:10 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Testing the line is showing out of sync, so the signal isn't getting to the router.
Can you confirm the router is in the master socket? Is it a split socket (1 port for phone, 1 for broadband) or just a single one?
Re: Complete but not working
20-10-2016 4:01 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
It's a Mk3 Openreach faceplate. I've tried direct through the VDSL and via the phone line with fliter and with the faceplate removed using the test socket. No joy on anything.
It's the main line (I'm told by previous owner).
I haven't tried the old business line. Is their any chance it could be rigged for that line?
What else would generate out of sync?
Should I try a router reset?
I'm liberating a handset from work tonight to actually check the dial tone as I don't possess a landline handset.
Re: Complete but not working
20-10-2016 7:30 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Both the residential line in the living room and business line in the old office (now baby nursery) have a clear, crisp dial tone.
However a quick function check on the residential line shows it doesn't like to dial out stating "number not recognised" on genuine numbers. It also doesn't connect to 1471.
Plugging the router into the old business line seems to have worked.
I can only assume PN/BTOpenreach connected to that at the exchange instead of the residential one?
Re: Complete but not working
20-10-2016 7:41 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
If you dial 17070 it should tell you the number of the line amongst other things.
Re: Complete but not working
20-10-2016 8:16 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Guess that resolves it then.
Fibre now onboard but on wrong line
20-10-2016 10:43 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
This room is now our nursery for the baby.
Delighted at getting the internet up and running but also not fully pleased it's purring away next to my child's cot.
I've done a 17070 check on the mainline socket in the living room (where I was getting an orange signal light before) and it's giving a number not issued by PN or previously signed to the house (checked with old owner who only closed off his line in September).
So, can I get the line switched?
Would this be down to BT Openreach?
Re: Fibre now onboard but on wrong line
20-10-2016 11:39 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Moderator's note by Mike (Mav)
Threads merged to keep everything in one place and fix removed as this issue is ongoing.
Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still
Re: Fibre now onboard but on wrong line
21-10-2016 8:51 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for merging the thread if you find it cleaner that way.
Rationale for applying fix is that I am connected. So from the original posts perspective that problem is resolved.
The fact its plumbed into an inconvenient line is a different issue I thought.
Either way I'm happy to hear any PN suggestions as to how to rectify it.
Cheers
Re: Fibre now onboard but on wrong line
26-10-2016 10:19 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Can anybody from PN help me with this?
I keep getting overly long wait times on the phone
Re: Fibre now onboard but on wrong line
26-10-2016 10:32 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
When you placed the order did you specify the telephone number it was to connect to or just the address?
If it was just the address they should have spotted there were two lines and asked which one should be used.
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Fibre now onboard but on wrong line
26-10-2016 10:40 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Looking over your account, it should be possible. I'm going to create a support ticket on your account shortly with the options and minimum timescales for this.
Re: Fibre now onboard but on wrong line
26-10-2016 10:55 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks.
It was a house I moved into and I didn't know either telephone number. I just assumed it would be piped into the "main" one. However I know little about telecoms and how you guys go about this stuff.
Chris thanks for generating the ticket. I'll respond now.
Re: Fibre now onboard but on wrong line
26-10-2016 10:56 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
As Jelv says, we should have seen the 2 lines in to the premises and checked which one you wanted the service providing on. I'll pick up a response on the ticket later today.
Re: Fibre now onboard but on wrong line
05-11-2016 7:05 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Now relocated and working as I'd hoped.
Thanks to Chris and the team!
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Fibre now onboard but on wrong line