Apologies in advance for the length…
Moved in to a new property 27th October, initiated the move the week before. Took the opportunity to upgrade to Full Fibre 300. As new property had an ONT box I was advised to bring my existing router and I’d be able to just plug in and go.
Plugged everything in to be met with a solid orange light. Called in and an engineer appt was booked for the next day. OR engineer came out, ran all the tests and said the issue was not on their side. They had one way traffic from to ONT to the router but nothing back. It appeared the router wasn’t authenticating and the problem was with the provisioning.
PN said it was likely a router issue and they would send a new one out. New router arrived Tuesday and big shock, solid orange. Hub manager is showing setup@plus.dsl.net. When changed to my username and password it’s still not connecting.
Got back on to PN and another engineer was booked Thursday AM. Low and behold no engineer arrived and I was told, despite me having email confirmation from PN, the appt was ‘reserved’ but not confirmed and there was an issue with the system so a new appt couldn’t be confirmed there and then. They’d monitor it and keep me updated while escalating to the CAT team.
Still having the same issue Friday, finally managed to confirm an appt Saturday for this morning. OR engineer has been out this morning and replaced the ONT box, even though they didn’t believe that was the problem and big shock again, still solid orange.
A hard cease & reprovide was carried out, received confirmation the service was active only to still have a solid orange light and OR adamant the issue is whatever is coming from PN to them.
I’m fed up of being pushed from pillar to post. I honestly don’t care where the issue is. 11 days in I just want someone to take ownership and resolve it.
Has this happened to anyone else and what was the answer to reach a point of resolution. Thanks in advance
