Broadband activation

[#1]

I have raised a query today about my plusnet broadband activation. As i orderd it as per the website plan that was available for me ( 2 weeks ago). I dont know about fibre and full fibre until when i raised the query today, because my broadband was without Internet even after the activation date of more than 48 hrs now.

Benn told by one of the customer carer that my package includes full fiber broadband so i need to connect ethernet cabel directly into WAN port from the socket. I then get to know about ONT socket that was not available in my whole building. I called again and then i get to know full fiber socket is different, it is the ONT one. And my apartment is not having that socket. Now an engineer is booked for me on Monday 6th november to have a look at my apartment


Now i checked that on openreach and BT sites full details of my broadband lines. I can see that FTTP is not available on my building. Its only available on demand ( and i know its very expensive for ISAs). And i am living on 8th floor of my building . I also get to know that full fiber is not available in all areas and installation is also not possible in some areas.
Now engineer is coming on Monday. I know there is almost nil chance i can get that ONT connection socket.

So i just want to know. how can i get standard already installed fiber available Internet. As i am happy for that. And i not had a single idea while ordering and they haven't any details available on ky order that its a full fiber package or not. As i only typed my post code and then my address it showed the package available for my address and i ordered it as it was showing this package is available and i have BT socket simple single one

How i can now swtich to simple standar fiber package . I have plusnet hub two router. I dont want full fiber ( also its not available and i haven't ordered it i only orderd what was available for my post code as per plustnet broadband search)


Thanks

[#2]

@drnaqibullah Welcome to the forums. If you ordered your service a fortnight ago, you should have received full details of the order placed by Plusnet by email - what did that email say?

What information is displayed on your Member Centre pages?  I don't doubt what you have said, but can you post a screenshot of the BT broadband checker site which gives you this information? Make sure it does not display your phone number or address.

[#3]

Hi,

Yes email didn't say anything about full fibre. I have posted both the email and broadband details Screenshot in my images section as i can't see any option here to post the pics.

Email only says about standard fibee i guess with download speed 64 mb upload 16-18 and minmun Gurrantor of 44.2 mb

[#4]

OK - it is plainly obvious from that email, and the BT check, that you are being supplied with FTTC - NOT - Full Fibre. If you have a single-socket Master Socket, you need to plug the Hub into that , via the supplied filter.

Have you been advised when your connection should be active -  this could be either by email, text, or via your Member Centre?

[#5]

Yes i have received the email and text both on 2nd of November that my broadband is all set up and activated and i can plug it it

And yes i have single socket master socket. I have used filter and then the grey broadband cable to connect the filter to my router. But it was and is still not working sadly. I only orderd plusnet because previous tenant used this in this apartment for 3 years. I moved here in October. And ordered plusnet as well. Also its only broadband like there is no phone connection in my order because my order says there is no phone line

[#6]

Moderator's note:
Thread moved from Broadband to My Order.

[#7]

@drnaqibullah OK - so have been told your connection is active - good. In that case, what colour is the light in the centre front of the Hub?

[#8]

It is flashing orange light, blinking orange

[#9]

This indicates your connection is live. My first suggestion is to ensure all cables are fully home - I would remove them, and then re-insert, ensuring you hear them 'click' into place.

If that doesn't work, can you take pictures of the connections?

[#10]

Yes i have tried re starting the hub and connections multiple times. But didnt work. Also i have 3 sockets in my apartment, all single sockets. Only one socket in hallyway has openreach logo that i assue master socket. I have tried in all three sockets using microfilter. But orange light keeps flashing.

I have posted the picture in my images of my master socket

[#11]

@jab1 

Flashing orange means the Hub is working but NO broadband signal can be detected. (DSL down)

Solid orange means the Hub is working but is not able to connect to the internet.

@drnaqibullah 

Have you just moved to the property or transferred to plusnet?

You could try the fault bot see if there is an issue with you connection

 https://www.plus.net/help/report-a-problem/broadband/ or phone customer support.

[#12]

Cheers, @Dan_the_Van  - I was probably being lazy, just looked at the picture of the Hub2 lights you kindly sent me, and repeated the text associated  with the  picture.

[#13]

Yes i have moved to the property in October

[#14]

Hi @drnaqibullah 

I can see you have a complaint open with our High Level Escalation team who booked an engineer for tomorrow for you

Let us know how you get on after the visit