Fibre ready - don't need an engineer but can't change activation date

[#1]

I have moved into a new flat that is ready for connection; I have an ONT and am able to plug in my plusnet router without issue - the LAN light turns on and the unit light turns orange, signaling -- as expected -- ‘connected without internet’.

However, openreach insists that I need an engineer visit, but have scheduled it for more than two weeks from my order date. I have tried reaching out to plusnet support providing them with my terminal serial number but they responded that they are ‘unable to get Openreach to provide a connection date sooner than what has been provided’. From what I gather, the activation date is set by the ISP (so plusnet). I am failing to understand why a remote activation is not possible when the setup is demonstrably ready to go. I don’t believe an engineer visit is required but am obviously unable to reach out to plusnet directly.

[#2]

@atsoll Was the ONT 'live' - switched on - when you contacted PN? What colour are the LAN/PON/POWER lights?

[#3]

@atsoll 

As already stated - was the ONT switched on when you made the order?

When OR receive an order where an ONT is present they run a test to ensure it's working. If it's powered off, the test will fail and OR will schedule an engineer visit.

Although PN may set the activation date, this all depends on OR engineer available.

Brian

[#4]

I believe it was off and came to the same conclusion that this would have impacted the tests. I communicated this concern to plusnet support and they made it sound as though they could re-run the tests or let openreach know, but nothing has come of it.

[#5]

OK. No surprise that it didn't happen though. A further thought has just occurred to me - did they cancel the service before leaving? Which could have started the 10 working days 'anti-slamming' clock - still doesn't explain the need for an engineer, though.

[#6]

@atsoll 

I suspect you're a victim of the dreaded "the computer say no" syndrum. Unless you get a staff member who understands this and knows how to fix things you're in trouble.

One way might be to cancel the order and re-submit (with the ONT switched on). but this might not be any quicker.

Brian

[#7]

I’m not sure, but they left a month before I moved in, so I doubt it.

A human-out-of-the -loop situation is exactly what I was worried had happened - ugh.

The engineer visit is scheduled for the 29th (I’ve been trying to resolve this for a while) -- I was never advised to cancel and I wonder now if doing so might risk getting stuck with an even later date?

[#8]

@atsoll 

The date is probably too close to try the re-order route.

Looks like you're just going to have to wait until the 29th and take time off work just to see the surprise on the engineers face when they find the ONT is there and working.

Brian

[#9]

This assumes the engineer will show up. 🙂

I waited months for an engineer to successfully show up and fit an ONT box, then a week later, another one shows up and replaces the ONT unit with another one !

I dunno how other people manage to go on holiday for 2 weeks every year, all my holiday days are set aside for appointments.