Has anyone else's activation process been awful?

[#1]

My service was supposed to activate on Friday 21st. It's now Sunday, I have sent two "questions" on the order and had absolute zero communication from Plusnet.

I was advised I have a line into my house and everything could be activated remotely (seemingly by the click of someone's fingers?) but here I am 48 hours later with nothing.

Just wondering if this experience is similar for other customers?

I am contemplating cancelling while I'm still able too, as the first impressions so far are not good..

[#2]

@Tpot1 If this is a Full Fibre activation, what colour are the lights on the ONT? What colour is the light on the (presumably) Hub2 you have?

[#3]

Hi @jab1, Power and PON are solid green on the ONT, LAN and LOS are both off, and the Hub2 is flashing orange.

[#4]

Just as an experiment - and it is exactly that - try powering off the ONT for 30 seconds or so, and then restarting it?

[#5]

@jab1 thanks for this, have given it a go with no success unfortunately. Reverted back to same after about a minute (PON green, orange flashing light on the Hub2).
I have the smaller form ONT with ports for power, WAN (marked GE) and Optical. These are all plugged in as the setup guide suggests.

[#6]

OK - one last thought, and then you will need to ring Plusnet. Unplug the Ethernet cable - at both ends -  and re-insert it, making sure both ends click into place.

[#7]

@Tpot1 

Have you tried re-powering the Hub2 at all since Friday?

.

[#8]

Moderator's note:
Thread moved from Full Fibre to My Order

[#9]

@Tpot1 Power and PON are solid green on the ONT, LAN and LOS are both off, and the Hub2 is flashing orange. 

That's a bit strange! Flashing Orange on the Hub 2 means its trying to get a DSL sync. It doesnt think there's a connection from the WAN (red) port to the ONT LAN port. The ONT doesnt think there's a connection either.

I have the smaller form ONT with ports for power, WAN (marked GE) and Optical.

Can you post a picture of the ONT ? I dont recall seeing one marked GE ?

[#10]

@Tpot1  The only thing that doesn't look correct is the Ethernet (LAN) indication on the ONT, it should be on and it flashes when data is transmitted. This suggests that the ONT is not connecting to the Hub, so as @jab1 says check the ethernet cable from the ONT to the WAN port on the Hub2. There should be no other input to the Hub, the DSL input is obviously not used on a full fibre connection. It would be a good idea to reboot the Hub as it detects the operating mode on start up. (WAN or DSL input) You could also check the Hub status particularly the WAN connection by logging in to the Hub and viewing the diagnostics page, I don't use ISP supplied routers so I can't give you the details of how to do this but there will be help available on the forum or Plusnet's help pages.

[#11]

I dont recall seeing one marked GE ?

I'm guessing that GE stands for Gigabit Ethernet but the ONT's I've seen are just marked 'port' or 'lan'

https://www.bt.com/help/broadband/whats-an-openreach-modem-ont

edit; Ah! there is one possibly marked GE https://www.openreach.com/content/dam/openreach/openreach-dam-files/images/fibre-broadband/fibre-for...

As said earlier, it doesnt look like the connection between the ONT and router is correct.

Even if the service isnt active, if the connection is correct, the ONT LAN light should be on, and the Hub 2 would be solid Orange (authentication failure)

[#12]

@MisterW I believe this is a Nokia ONT - serial number starts with AL
I called Plusnet, there was an issue activating the line due to "invalid port ID"

[#13]

... are they doing anything about it ?

.

[#14]

@outcast they haven't today, apparently Openreach do not work on Sundays so have to wait until tomorrow.. not too pleased!

[#15]

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@Tpot1 wrote:apparently Openreach do not work on Sundays so have to wait until tomorrow.. not too pleased!

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They don't.