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New Full Fibre customer - help, advice needed please

jadownet
Hooked
Posts: 8
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Registered: ‎23-11-2022

New Full Fibre customer - help, advice needed please

Hi,

Hoping someone can provide some help/clarification.

Was told full fibre was activated on Wednesday, since then haven't been able to use it.

Phoned up customer services who referred me to tech team and the chap on the phone said it may have been an ONT mismatch so he apparently referred to fault team.

I then had a phone call from tech team who said apparently everything is ok on their side and they don't know what the issue is so will send an engineer out on Friday.

Spent all day waiting for the engineer to arrive then decided to ring up and was told that for some reason the engineer appointment was cancelled and would have to rebook for Monday.

 

So i'm trying to figure out exactly what is happening, is there a mismatch on the ONT or is the router provided faulty?

Im hoping someone can provide details and also check that the appointment hasn't been cancelled again.

 

Many Thanks,

16 REPLIES 16
MisterW
Superuser
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Re: New Full Fibre customer - help, advice needed please

@jadownet  let's start with something basic,  What's the status of the lights on the ONT  ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jadownet
Hooked
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Registered: ‎23-11-2022

Re: New Full Fibre customer - help, advice needed please

Thanks for the quick reply @MisterW

The Power, ‘PON’ & ‘LAN’ lights on the ONT are currently on.
MisterW
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Re: New Full Fibre customer - help, advice needed please

That's good, it means the physical fibre connection is intact. What's the status & colour of the light on the router ? ( I assume its a Hub 2 ?)

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jadownet
Hooked
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Re: New Full Fibre customer - help, advice needed please

It is a Hub2.

The light is non flashing orange.
MisterW
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Re: New Full Fibre customer - help, advice needed please

I'm afraid that does sound like a fibre circuit routing issue, the Hub can't establish a connection. Did the engineer not check it was working when it was installed ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jadownet
Hooked
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Registered: ‎23-11-2022

Re: New Full Fibre customer - help, advice needed please

Thanks,

The property is actually a new build and we are the first owners, we only moved in last week so we weren’t around when OpenReach did the works.
MisterW
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Re: New Full Fibre customer - help, advice needed please

So the ONT was pre installed ?

In which case is very possible that Openreach's records are wrong and there is an ONT mismatch. It will need an Openreach engineer to physically check the ONT serial number and get the circuit correctly configured for that ONT

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jadownet
Hooked
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Re: New Full Fibre customer - help, advice needed please

Yes that is correct.

The ONT was already pre-installed and switched on when we moved in.
MisterW
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Re: New Full Fibre customer - help, advice needed please

In that case I'm afraid it's wait for an Openreach engineer. I've seen at least one other case where the wrong serial numbers have been recorded for preinstalled ONTs. Seems the only way to get the correct one into the system is for an engineer to physically see it!!

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jadownet
Hooked
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Registered: ‎23-11-2022

Re: New Full Fibre customer - help, advice needed please

Ok thanks for your help!

Can I just check my appointment is still booked for Monday between 8 and 1pm?

An engineer was meant to come yesterday but for some reason no one told me that they cancelled until I rang you guys and I’m a bit nervous that it will get cancelled again without me being told.
MisterW
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Re: New Full Fibre customer - help, advice needed please

I'm not staff, so have no access to your account. You can either call customer services or wat for one of tge staff who monitor these forums ( but they are often thin on the ground at the w/e )

Bear in mind that Openreach engineers are in a series of strikes at the moment so appointments do seem to be getting cancelled at short notice,

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jadownet
Hooked
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Re: New Full Fibre customer - help, advice needed please

Thanks

Will wait for someone to check for me if they are around.

In regards to engineers striking I didn’t realise they were also striking as well is there a website as I’ve done a quick Google but couldn’t find anything up to date.
willcutforth
Plusnet Help Team
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Re: New Full Fibre customer - help, advice needed please

Hey there @jadownet I can confirm that there is an engineer booked for Monday and as of yet nothing has changed. You can check on the CWU website which is the union for Openreach and Royal Mail.

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
MisterW
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Re: New Full Fibre customer - help, advice needed please

@willcutforth thanks for picking this up

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