No Fibre connection? No word from Plusnet?
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- Re: No Fibre connection? No word from Plusnet?
No Fibre connection? No word from Plusnet?
29-09-2016 6:39 AM
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I waited patiently all day yesterday to see the orangey/red light change on the Hub One router heralding the arrival of superfast into our lives. Never happened.
I switched the router off and back on again this morning just to check. Same result. As far as I can tell my phone line that is Fibre ready... is not fibre working! All the filters are on, the phone line's working, etc, etc.
Problem is, my other line (I have two in the house) is the one carrying plusnet's DSL2+ product and I'm worried they'll cut this before they check and sort out the non-existent signal on the second line for FTTC.
Anyone else had this sort of problem? Any suggestions?
Cheers
Ralph
Re: No Fibre connection? No word from Plusnet?
29-09-2016 3:32 PM
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Sorry to hear your fibre service isn't working yet.
Looking at your account it appears you've since spoken to someone on chat and we've contacted our suppliers to be told they are working on routing for the fibre connection.
Apologies for any inconvenience the delay is causing, we'll continue to monitor this and let you know once we've received an update.
Re: No Fibre connection? No word from Plusnet?
29-09-2016 3:43 PM
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That was a serendipitous reply. I've just finished chatting with a pleasant BT Openreach engineer who was at my local cabinet and, as luck would have it, was working on my line!
She says that it 'should all be working now' but that Plusnet may need to activate it now it's working?
I have reset the Hub but it's still giving me the orange red solid bar and the flashing orangey red icon...
Cheers
Ralph
Re: No Fibre connection? No word from Plusnet?
29-09-2016 3:54 PM
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@RalphAverbuch wrote:
She says that it 'should all be working now' but that Plusnet may need to activate it now it's working?
As you're going through a housemove and not a new activation, your account is already active on the broadband side of things, it's just waiting for a connection.
When I checked just before making my previous post, we'd not received any order completion notification from our suppliers.
I've just double checked this and the last notes are from 9:02am following us contacting our suppliers. These notes request us to check for updates on 06/10/16. However, I'd hope to receive an update sooner than this if what the engineer has told you is accurate.
Re: No Fibre connection? No word from Plusnet?
29-09-2016 4:07 PM - edited 29-09-2016 4:11 PM
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Actually that's not quite what's going on...
We have two phone lines. There's one you already supply with DSL2+ broadband but cannot be upgraded to fibre. So you're 'moving' me to the other phone line which recently was enabled for fibre. I'm told the one currently getting DSL2+ won't get upgraded for at least another year, so we're swapping lines to get the fibre connection up and running now.
We aren't moving house in the actual sense, just changing from one phone line into the house to the other which can be fibre enabled
Harry - what do you mean by waiting for a connection? The BT Openreach lady said it's done... at least from their end anyway.
Cheers
Ralph
Re: No Fibre connection? No word from Plusnet?
29-09-2016 4:34 PM - edited 29-09-2016 4:36 PM
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No idea if this is helpful but...
Save
Re: No Fibre connection? No word from Plusnet?
29-09-2016 4:37 PM
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@RalphAverbuch wrote:
Harry - what do you mean by waiting for a connection? The BT Openreach lady said it's done... at least from their end anyway.
Cheers
Ralph
The engineer may have told you that, but that's not what it says on the order at the moment.
As the account is already active, there won't be anything restricting the connection from, well connecting, from our side like we occasionally see with new connections.
Re: No Fibre connection? No word from Plusnet?
29-09-2016 4:43 PM
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OK
THanks Harry
Guess it's a case of marking time until it kicks in then? Should I leave the new Hub one router on or just switch it off until I get the OK from Plusnet?
Cheers
Ralph
Re: No Fibre connection? No word from Plusnet?
29-09-2016 4:52 PM
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Re: No Fibre connection? No word from Plusnet?
29-09-2016 4:56 PM
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Thanks Harry. I'll do that.
Right now it's the default setup@ username. I presume it picks up the connection from this and resets it. I can go in and manually override it with my own plusnet username and password if that's needed.
cheers
Ralph
Re: No Fibre connection? No word from Plusnet?
29-09-2016 7:57 PM
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Re: No Fibre connection? No word from Plusnet?
30-09-2016 1:59 PM
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Harry
Any change in status on this?
Cheers
Ralph
Re: No Fibre connection? No word from Plusnet?
30-09-2016 7:48 PM
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Unfortunately we've not had any updates from our suppliers.
I'll give our provisioning team a nudge to query this with our suppliers. However to ensure expectations are correct, we may be advised to check back on the review date we were previously given (06/10/16) and I unfortunately can't guarantee what the engineer has advised you was accurate.
Re: No Fibre connection? No word from Plusnet?
03-10-2016 10:49 AM
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Hi Harry
Got a call from a very helpful Plusnet person on Saturday, saying the status of the line hadn't yet been changed but they hoped to re-check today to see if it had been updated.
Just want to say I really appreciate the customer service. I am frustrated that the original FTTC start date's drifted, but being kept in the loop about the delays and the demonstrable effort Plusnet are putting in to keeping on top of it, is greatly appreciated.
Cheers
Ralph
Re: No Fibre connection? No word from Plusnet?
03-10-2016 11:14 AM - edited 03-10-2016 11:14 AM
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Don't hold your breathe, could be two weeks+ before you have any sort of connection then another 2-3 months of slow speeds and instability, test sockets and removing wireless from the network and engineer visits and so on and on.
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