New customer - existing ONT

[#1]

Hi all,

I’m a new customer that has a disagreement with Giganet and their merge with cuckoo.

My service was disconnected by cuckoo today and I started a contact with Plus net. I had an ont already and this was noted when I registered online suggesting no engineer visit was needed. I got a text saying the order was completed so switched on the int which is showing solid green lights. I believe it’s working. However when u plug it in to the only router I have available (the eero system I used with Giganet.) I’m unable to get past the ‘registering’ stage and shows no internet. I actuallly think the internet is active until the box but can’t find a way to prove this or get the router working. Maybe someone else knows. I’m probably just being impatient and the connection hasn’t started yet but the lights on the ONT and the text make me think it’s working. Please don’t make me read a book… I want to use the internet.

Any thoughts tips or trouble shooting ideas let me know.

[#2 · Accepted solution]

I'm not familiar with the eero - but as no one else has responded...

I suspect you need to change the login details on the eero. Details are shown here https://www.plus.net/help/broadband/broadband-connection-settings/ 

If it has a setting for VLan, it should be set to off or 0

Hope that helps

[#3]

TBH I'd be very surprised if an ONT installed by an altnet such as Gigaset is compatible with an Openreach supplied service.

[#4]

And it won't be connected to the OR network, anyway.

[#5]

@lukeheald  If you are certain that your Giganet service was supplied on the Openreach network with an Openreach ONT installed you just need to change the to the Plusnet login details on the Eero as @IMM suggests.

However I tried a local address which I know has OR FTTP on the Giganet website and FTTP was not available, not sure what to make of that. Maybe they only provide service in certain geographical areas. They also use the CityFibre network.

[#6]

Original post deleted due to information posted by @RealAleMadrid 

I too was not aware that Giganet was also carried on the Openreach network  https://www.openreach.com/fibre-broadband/fttp-providers

[#7]

Thanks, @RealAleMadrid  - I thought Giganet used their own network (not enough coffee), but it appears you are correct.

[#8]

@lukeheald 

Assuming that your Eero router has not been locked down by Cuckoo you should factory reset it and start again using the settings provided by @IMM  in post #2 (https://community.plus.net/t5/Full-Fibre/New-customer-existing-ONT/m-p/1991573#M25702)

Alternatively have you got the Plusnet supplied Hub 2? It's worth every penny of the P&P charge as a spare and to use in circumstances such as this. These auto configure, you just plug them in and if the installation is coreect then away they go. With this assurance you know if it's the Eero settings that are wrong.

[#9]

I too was not aware that Giganet was also carried on the Openreach network

Likewise

Here's the instructions for setting PPPoE on the Eero https://support.eero.com/hc/en-us/articles/5382599417371-PPPoE-Setup-Instructions

Note that not all Eero devices are capable and some may also require a firmware update

[#10]

sorry I wasn’t clear. The ONT is an Openreach ONT which I believe they use. All green lights come on which is bugging me. I feel like if I already had the plusnet router it would work.

[#11]

Thanks I’ll give it a try

[#12]

Sorry I didn’t add to my question but the ONT I’m using is an open reach ONT from a previous Sky broadband connection. The Giganet service did indeed use a different ONT

[#13]

@MisterW 

I pick up on this comment

" I got a text saying the order was completed so switched on the int which is showing solid green lights"

although the ONT indicates it has a connection, would it need to be powered on for any re configuration download to be committed to it or would the ONT pickup it's new configuration when powered on?

[#14]

@lukeheald 

If you want to check your connection and have an Ethernet enabled computer you could temporarily connect it directly to the ONT and set up a PPPoE connection using the details provided in Post #2.

[#15]

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@lukeheald wrote:
I feel like if I already had the plusnet router it would work.

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Does this mean that you have ordered a Plusnet hub and it has not been delivered?