Please tell me when I can use the broadband router

[#1]

Dear Sir / Madam,

I have received the broadband router on 19-May and my broadband service is (Product: a Hub One router, Unlimited Fibre Extra).

Could you please tell me when the broadband service is activated? the former tenant used Virgin Media service and I can see the Virgin Media connection box installed.

Will the Plusnet use the same connection box in my home? or will the Plusnet install a new connection box in my home?

Because it is inconvenience when I cannot use the home broadband service. Thanks.

Best regards,

Kenneth

[#2]

You should have got a connection day in your emails.

The PN connection uses a BT box which is different to the Virgin one.

[#3]

Hi Dvorak,

Thanks for your comment.

I see the Virgin connection box is installed on the wall and I have tried to plugin Plusnet PN connection box to it. The broadband router cannot work and the power light is red. Please assist me to fix it. Thanks.

Best regards,

Kenneth

[#4]

There should be a BT box that you need to plug it into.
But until you’ve had a welcome email / text from PN then it won’t work anyway.

Hopefully a staff member will be along to let you know your activation date.

[#5]

Hi Dvorak,

So that I need to wait the Plusnet support to install the BT box in my home and I need to plugin the PN into it. Now, the existing Virgin BT box cannot use anymore. Is it correct? Thanks.

Best regards,

Kenneth

[#6]

Assuming that it’s a Virgin cable box, as opposed to a virgin ADSL box - yes.
There might already be one in the house that just needs activating.

[#7]

Hi Dvorak,

I have searched in my home and I cannot find the Plusnet BT box. Do I need to call the support to install it? or will the support configure the Virgin BT box to use as Plusnet? Thanks.

Best regards,

Kenneth

[#8]

Installation is done for PN by OPENREACH Engineer.
Image here;
https://community.plus.net/t5/image/serverpage/image-id/10636iFFDF80DC0E479249?v=v2

[#9]

Hi Gel,

Thanks. How can I call the OPENREACH Engineer to install the socket? Thanks.

Best regards,

Kenneth

[#10 · Accepted solution]

Hello @chanhk

Thank you for reaching out via our community forum. We're aware that you do not have an Openreach Master Socket within the property, hence the order to provide you with a service has been put through as a New Line Installation.

An engineer is due to install the line and master socket this morning, as per the emails we've previously sent you.

-Adam - Plusnet Leeds

[#11]

Adam, thanks