Ticket #164848066

[#1]

Morning @Gandalf

My BT FTTP service ceased today and I'm waiting for my Plusnet service to be ordered; would you mind taking a look at my ticket (164848066) to see if this is something you may be able to help me with please?

Thanks in advance!

Jordon

[#2]

All sorted now; thanks!

[#3]

Welcome to the community forums @jordieg03

Aye I can see one of my colleagues picked up your account and placed the order.

It's due to complete tomorrow. Let us know how it goes.

P.S. Make sure your ONT box is left switched on, otherwise the remote activation may fail and we'll then need to arrange an engineer visit which would be subject to engineer availability.

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.

[#4]

Morning,

No luck with the fibre activation yesterday; don’t seem to have any connection still despite trying port 1 and 2 on the ONT

Any ideas what may be the issue?

Thanks!
Jordon

[#5]

Hi Jordon. It looks like you've got this sorted?

Out of curiosity, what was the issue?

[#6]

Hey Gandalf,

A couple of issues:
- Service was being supplied on port 1 yet I was connected to port 2
- The service wasn’t fully activated your end, I think a package had to be switched on my account (or something along those lines!)
- I had my BT smart hub connected and forgot to update my credentials (doh)

Spoke to James your end who was super helpful and sorted it all out 👍

Thanks to all involved from Plusnet’s end for being super helpful and sorting it!

Other than the drop in connection where I changed router, everything (as can be seen from the connection chart) has been perfect 😁

[#7]

I'm glad to hear it was all sorted relatively quickly.

Let us know if you need any further help in the future (hopefully not!)