Openreach came yesterday (28 June 2023) and replaced my existing ONT (a Huawei EchoLife HG8240 and battery backup unit) with a Nokia-ONT, model G-010G-Q). They also replaced my Plusnet Hub One with a Plusnet Hub Two router.
The router shows a blue light to indicate it’s connected successfully. In addition, when you login to the router’s Admin page, this too shows it is successfully connected.
Whilst the Openreach engineer was still here, I mentioned I couldn’t access websites or perform a speed test. He said it might take 15 minutes or so for the router to perform updates etc but would be fine after this.
I had a bad feeling about this but took him at his word. Unfortunately, I was correct as my internet is still mostly unusable.
When I can perform a speed test, it shows I’m getting 37Mbps down (I’ve subscribed to 145Mbps down and 30Mbps up). This, however, isn’t the biggest problem. The main issue is that my upload speed varies between 0.00Mbps and 0.1Mbps. This effectively makes the internet unusable as most HTTP requests are failing.
I called support and they said they could detect a line fault outside of my house, and this would be the likely reason. However, I’m concerned this might be a red herring, as I’ve been on the FTTP trial since early 2018 and never had a single issue in over 5 years. It therefore seems more than coincidence that on the day I switch to an “official” product, an external line fault materialises.
I therefore fear that support may be barking up the wrong tree, as switching from FTTP trial to an “official” product seems to have confused the process/people! For example, they didn’t think we were a Plusnet customer at all, then they didn’t think we had FTTP, then we ordered the new router and nothing was delivered… we had to call and then something was done manually to bypass the system etc…
I’m not sure if the system is still confused, as our “live” date was 28 June 2023, but on logging into https://www.plus.net/member-centre/home, it still shows: -
An error has occurred
You can't change your products for the moment, you already have a product change in progress.
I’m glad this forum is still here after all these years, and I’m really hoping somebody can help – as I think the standard support route might be unable to resolve.
Thanks in advance.
... View more
10-07-2023
