"Three day remote activation" – three weeks (and counting) later

[#1]

Still the orange light of doom here, unfortunately...

[#2]

Sorry to see that Mayer, not what we expected or hoped for, have you made sure the Ethernet cable is connected up correctly between the ONT and the router? Can you also try giving it a factory reset please?

https://www.plus.net/help/broadband/router-user-guides/#:~:text=Use%20a%20paper%20clip%2C%20pen,now%....

[#3]

I've checked all the ports and connections and tried to restart the router and give it a factory reset, too.

Ah well, I certainly don't feel any worse off than I did this morning, though it's the hope that kills you, as they say!

I'll be in touch first thing in the morning (or ideally if one of the team could contact me, that would obviously be preferable.)

[#4]

I've also powered down the ONT for five minutes to clear any local cache issues and powered it back up (NB: I have NOT touched the hard reset button on the ONT), and that's not worked either.

Hoping to wake up to a blue light miracle, but assuming otherwise, we'll pick up tomorrow.

[#5]

Tried a reboot of my Hub this morning, still no luck. Orange light and no internet. Still getting three solid green lights on the ONT.

Obviously I'm very eager to get this sorted today if possible, with the three-day weekend coming up.

Main question is, where do we go from here? What can we try/what can we eliminate at the very least?

Is there anything that can be tried or checked either by me at my end (more Hub diagnostics?) or by Plusnet at your end without involving OpenReach?

What's it saying at Plusnet's end when they test the connection? What have OpenReach said to you about the line?

And if nothing can be done remotely, what's the very quickest I can get an OpenReach engineer visit for a fault check (which I've been told should be quicker to arrange than a "new install" visit, which was booked in as of yesterday afternoon for October 6).

[#6]

@mayer_n Just might be worth checking the HUB2 has the correct Username and password set up, sometimes this doesn't happen automatically. However there could be other reasons for the lack of connection in the Openreach or Plusnet configuration.

[#7]

One thing eliminated. The issue isn't the Hub Two router. I just tried my Hub One (using the correct WAN port available there) and got the same result (orange light).

I've now switched back to the Hub Two in case at tests are happening on the line.

[#8]

Could someone let me know as soon as possible 

- that my lack of connection has been registered as a fault (if I log into membership centre it looks as though Plusnet thinks my connection is all set up – my contract has officially begun as of yesterday, despite me having not yet enjoyed any service)

- who is online dealing with customers today on the forums?  I'm aware Anoush is off until Sunday lunchtime

- what are my next steps?

[#9]

It seems like we are all alone without Anoush.

[#10]

I love a bit of existentialism on a bleak autumn morning. Back on the phones I go.

[#11]

I got through quite a bit quicker than usual today and spoke with Ruth who was – as all Plusnet staff have been – excellent.

Her checks are showing that my ONT is likely faulty (though at least it absolutely proves it exists!) and she's managed to book me an OpenReach engineer to arrive TOMORROW 8am-1pm. (Which is a lot nearer than October 6).

We've kept the October 6 appointment too, just in case.

[#12]

My current concern: I've not received an email/text/etc. regarding the OpenReach appointment tomorrow - just a verbal assurance it was booked over the phone. I can't see any reference to it on the open and closed questions on the Member Centre.

If someone could trigger a system to get me written notification that would be excellent, thank you.

[#13]

I've just received a confirmation in writing on my support ticket of tomorrow's appointment - many thanks Lauren!

[#14]

I am connected!!!!

The lovely Connor from OpenReach arrived at 8am on the dot (!!!) did a few tests, made a couple of calls, had a couple of theories.

It turns out on the OpenReach end there was confusion about which ONT was in which property. The one they had "registered" for me was mixed up with one of the adjacent newbuilds.

He got that sorted on the phone and was in and out in 20 minutes, and I'm finally online.

Thanks to all at Plusnet and OpenReach who saved me from a whopping 18 further days of not being hooked up had I been forced to wait till October 6.

[#15]

@mayer_n  Excellent news, you're online at last. So the problem was basically Openreach having incorrect data for the properties, probably some error when the ONTS were installed.

Enjoy your FTTP,😀 I can't get it yet.☹️