Complete but not working

[#1]

So I had a go live date of today for my fibre.

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.

[#2]

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?

[#3]

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.

[#4]

Right I plugged a borrowed landline handset into my available phone sockets.

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?

[#5]

If you dial 17070 it should tell you the number of the line amongst other things.

[#6]

Yes it's a different number altogether to the PN one.

Guess that resolves it then.

[#7]

So I now have tracked down my working fibre BB and telephone line but it appears to have been connected to the previous house owners old business line which was in his office.

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?

[#8]

Moderator's note by Mike (Mav)

Threads merged to keep everything in one place and fix removed as this issue is ongoing.

[#9]

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

[#10]

Can anybody from PN help me with this?

I keep getting overly long wait times on the phone

[#11]

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.

[#12]

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.

[#13]

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.

[#14]

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.

[#15]

That's all sorted it!
Now relocated and working as I'd hoped.

Thanks to Chris and the team!