cancel
Showing results for 
Search instead for 
Did you mean: 

Engineer visit completed - connection not active?

FIXED
rickykemp
Hooked
Posts: 8
Thanks: 1
Registered: ‎04-04-2023

Engineer visit completed - connection not active?

hi, bit concerned as the engineer has completed the visit, installed the fibre connection and ONT but the router is giving me an error that it can't connect. 

 

the FAQ says: "Our engineer will finish up by testing your connection using one of your preferred devices" 

 

this wasn't done - i've logged into the hub and re-entered the login details but it still just gives a disconnected error with an orange light. The ONT has 3 green lights. 

10 REPLIES 10
rickykemp
Hooked
Posts: 8
Thanks: 1
Registered: ‎04-04-2023

Re: Engineer visit completed - connection not active?

My previous VDSL2 connection with John Lewis Broadband has now also been cut off leaving us with no Internet connection 😔
MisterW
Superuser
Superuser
Posts: 14,403
Thanks: 5,321
Fixes: 383
Registered: ‎30-07-2007

Re: Engineer visit completed - connection not active?

Hi @rickykemp  its probably just that your Plusnet account hasnt been activated yet. The account should be activated automatically once Openreach send the installation complete message to Plusnet.

Have you received any email or SMS from Plusnet to say your connection is active ?

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.

rickykemp
Hooked
Posts: 8
Thanks: 1
Registered: ‎04-04-2023

Re: Engineer visit completed - connection not active?

No nothing received as yet
Tags (1)
MisterW
Superuser
Superuser
Posts: 14,403
Thanks: 5,321
Fixes: 383
Registered: ‎30-07-2007

Re: Engineer visit completed - connection not active?

Sometimes OR can be a bit tardy in sending the complete notification. If nothing has happened in an hour or so, then give Customer services a call to see what's happening.

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.

rickykemp
Hooked
Posts: 8
Thanks: 1
Registered: ‎04-04-2023

Re: Engineer visit completed - connection not active?

Just seen it was sent to me at 13:54. Not activated yet Sad
MisterW
Superuser
Superuser
Posts: 14,403
Thanks: 5,321
Fixes: 383
Registered: ‎30-07-2007

Re: Engineer visit completed - connection not active?

Fix

In that case , give Customer services a call.

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.

Longliner
Seasoned Pro
Posts: 580
Thanks: 286
Fixes: 7
Registered: ‎22-10-2014

Re: Engineer visit completed - connection not active?

If you are told the OR installation is complete, it generally takes until midnight on that day before your PN connection is activated. Only guessing but I think it may be some process at the exchange. A few years back when I went from ADSL to FTTC, I had 12MB going to bed and 36MB next morning. Worth the short wait!

Mike

willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,463
Thanks: 549
Fixes: 95
Registered: ‎27-11-2020

Re: Engineer visit completed - connection not active?

Hey there @rickykemp 

 

Is it working now?

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
rickykemp
Hooked
Posts: 8
Thanks: 1
Registered: ‎04-04-2023

Re: Engineer visit completed - connection not active?

Hiya, yep sorted - called CS and it was an incorrect default username and password on the router
willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,463
Thanks: 549
Fixes: 95
Registered: ‎27-11-2020

Re: Engineer visit completed - connection not active?

Awesome great to hear Smiley If you need anything just give me a shout

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team