No fibre broadband connection since switch from BT

[#1]

Recently switched my brosdband and phone from BT to Plusnet. No issue with phone switch which took place on 17th December as this is ok but have been unable to get a fibre connection since transfer. Tried a third party Draytek router with no success and have now tried to connect with Plusnet's own Hub One router which is flashing orange. Was expecting BT Openreach engineer to come out as previous broadband was non fibre and telephone wiring has not been upgraded since moving into property in early seventies. Very frustrating!

[#2]

Hi @colin9,

I'm sorry that you've had no connection since moving to us and for any inconvenience that this is causing you. I've tested your line but the test hasn't picked up the cause of this problem from here and indicates that the line is not picking up the router at all at the moment.

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXXX

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_1102
Description	Modem at End User is powered down. Check that modem is plugged in and switched on
Main Fault Location	OK
Sync Status	Out Of Sync
Downstream Speed	40.0 Mbps
Upstream Speed	10.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOff
Voice Line Test Result	Pass
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Downstream Policing Discard Rate	0.0
Customer Traffic Level	No Traffic Detected
Technology	VDSL
Profile Name	0.128M-40M Downstream, Interleaving Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2018-12-17T13:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	-1 Mbps	-1 Mbps	-1 Mbps
Up Stream Line Rate	-1 Mbps	-1 Mbps	-1 Mbps
Up Time	0.0 Sec	0.0 Sec	0.0 Sec
Retrains	0.0	0.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2018-12-20T11:13:43Z	2018-12-20T11:28:43Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	179	306

Please can you run through the troubleshooting steps here, using the Plusnet router, to rule out any internal wiring/equipment issues. If these steps don't resolve the problem, please report it here and let us know when you've completed it - we'll then be able to investigate this further for you.

[#3]

Thanks to Liam in the Plusnet Call Centre Support Team who was very helpful in progressing my fibre connection fault. Now awaiting visit from BT Openreach Engineer tomorrow morning to look into the telephone wiring in my property which may need upgraded to support fibre broadband.

[#4]

Hi @colin9, thanks for your post.

That's brilliant news, I'll ensure the advisors manager is aware of the positive feedback.

Please let us know how the engineer visit goes and if you need anything else at all we're only a post away.