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Order reference: 3-557533414889 - no sign of work and no router sent????

Strummingbunny
Dabbler
Posts: 10
Registered: ‎16-05-2018

Order reference: 3-557533414889 - no sign of work and no router sent????

I have an engineer booked for tomorrow to install the FTTP. I was advised that I need to be at home between 8.00am and 1.00pm to have this installed..... strange thing is that there is no sign of any pre-work having taken place to get the

connection to the house and in addition I have not received the promised router!! Is this normal?

 

I am hoping that I have not taken the day off work for nothing....

Did this happen to anyone else or did you all have evidence of work having taken place and a router arrive before the engineer?

 

Thanks for any response to this.

24 REPLIES
bmc
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Registered: ‎28-02-2017

Re: Order reference: 3-557533414889 - no sign of work and no router sent????

The lack of a router is a worry but it may (hopefully) show up tomorrow.

 

Does the DSL Checker say "1 stage" or "2 stage" for your install.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

 

It it's one stage (one visit) then the cable is run from the distribution point to your house, brought inside and connected to the ONT.

 

Brian

Strummingbunny
Dabbler
Posts: 10
Registered: ‎16-05-2018

Re: Order reference: 3-557533414889 - no sign of work and no router sent????

Brian,

 

Thanks for the response. it says FTTP install is 1 stage so maybe that explains it.... do they run a cable from the nearest pole? and do they bring the ONT with them? I hope the router arrives but if not then maybe my current one will be ok!

 

Thanks for your kind help

 

Adrian

SpendLessTime
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Re: Order reference: 3-557533414889 - no sign of work and no router sent????

@Strummingbunny

Yes the Openreach people will bring the ONT.

The fibre optic cable will come from either a pole or by ducting depending up on the conditions in your area.

My FTTP is via ducting which was built when the house was nearly 30 years ago and was used for the copper landline wire and a cable TV system back in the day. Rural areas tend to be fed from a pole.

bmc
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Re: Order reference: 3-557533414889 - no sign of work and no router sent????

If your phone line is supplied by an overhead feed then somewhere nearby will be a distribution point hanging from a pole.

 

The fibre cable is run from there alongside your phone line to your house. It then needs to be brought inside - if you're lucky and the location is suitable it could use the existing phone entry. If not they need to drill through.

 

The Optical Network Terminator (ONT) is supplied by OpenReach and is fixed to a wall within 1m of a power source. The router connects via an Ethernet cable. If your current one is VDSL compatible then it'll work on FTTP.

 

Brian

RobPN
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Re: Order reference: 3-557533414889 - no sign of work and no router sent????


@bmc wrote:

... If your current one is VDSL compatible then it'll work on FTTP.

 

 


 

Provided it has an Ethernet WAN input!  Wink

Strummingbunny
Dabbler
Posts: 10
Registered: ‎16-05-2018

Re: Order reference: 3-557533414889 - no sign of work and no router sent????

Thanks for the reply - it seems mine should be OK. Still no sign of the router and no sign of an engineer.... been trying to get through to customer services but on hold for 20 mins so far.... hope i have not taken the day off for nothing :-(..... The message from Plusnet customer services was that engineer would be here between 8.00am and 1.00pm

Strummingbunny
Dabbler
Posts: 10
Registered: ‎16-05-2018

Re: Order reference: 3-557533414889 - no sign of work and no router sent????

If there is anyone from Plusnet reading this then any info would be gratefully received......

bmc
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Registered: ‎28-02-2017

Re: Order reference: 3-557533414889 - no sign of work and no router sent????

@Strummingbunny 

Generally engineers have two appointments each morning so if you're the second it'll all depend on how long the first job takes.

 

Because it's a trial few staff are trained on FTTP - this forum is usually the best place for help.

 

One thing to check is your "Ticket" - login into PlusNet and then look at "View My Questions" on the Support page.

 

Brian

Strummingbunny
Dabbler
Posts: 10
Registered: ‎16-05-2018

Re: Order reference: 3-557533414889 - no sign of work and no router sent????

Just an update... Plusnet forgot to send out the router, the engineers eventually arrived and sorted out the FTTP connection.... luckily my old router works!

 

Issue is now I am still only getting about %mb/s download and 8 mb/s upload. If Gandalf or  any one else from Plusnet reads this could they "flick the switch " their end to get me up to speed PLEASE :-)

 

Thanks in anticipation of your kind assistance.....

 

Adrian

Highlighted
Plusnet Help Team
Plusnet Help Team
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Re: Order reference: 3-557533414889 - no sign of work and no router sent????

@Strummingbunny I'll get that sorted for you now.

[edit]

Should now be fixed for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Strummingbunny
Dabbler
Posts: 10
Registered: ‎16-05-2018

Re: Order reference: 3-557533414889 - no sign of work and no router sent????

Hi Matt,

Upload is fine at 20mb/s but download speed is still only 5mb/s - Any ideas?

 

Thanks for your help to date - grateful if there is anything else that you can do?

 

Kind Regards

 

Adrian

bmc
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Re: Order reference: 3-557533414889 - no sign of work and no router sent????

@Strummingbunny

Have you re-booted your router?

 

Brian

Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Order reference: 3-557533414889 - no sign of work and no router sent????

Hi Adrian.

I'd recommend rebooting your router which should make your connection accept the new change in speed following the package change Matt did on our side. Let us know how you get on.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Strummingbunny
Dabbler
Posts: 10
Registered: ‎16-05-2018

Re: Order reference: 3-557533414889 - no sign of work and no router sent????

Hi Gandalf,

 

I rebooted the router last night and I was getting 75mb/s download and 20mb/s upload. For some reason this morning it has dropped down to 4mb/s download and 20mb/s upload - should I reboot the router again? I am a bit nervous about this as if I keep rebooting Plusnet may see this as instability on the connection and not allow full speed?

Confused.com!

 

Thanks for your help and thanks to Brian for all his help too!!

 

Adrian