Help with Installing New Broadband Router

[#1]

What is the ONT?    What happens now then. if OR cannot do the line check, because I am very anxious to get this set up and running, because I live alone, and am a vulnerable person, aged 60 with type 2 diabetes and need to contact the outside world in case of a medical emergency.   I also have very severe anxiety issues.

What happens now?

[#2]

Sorry, I need clarification .   Are you saying that because I do not have  the box on the wall that the sale should not have gone through and that I should not have received the router today?   If that is the case, can you explain the reason why the sale should not have gone through then?

@nicolakir3164 not quite, the order will still have been accepted. If the Openreach system thought you previously had full fibre and an ONT ( the box ) , then the order will have been placed as a 'remote activation' i.e no engineer visit required. As part of the ordering process, Openreach will try and check the ONT is working, since you no longer have one fitted, this check should have failed and the order changed to 'requiring engineer installation'.

What are you suggesting I should do now?

As suggested , either call Plusnet to see what's happening with the order, it may just be delayed waiting for an engineer appointment, and/or check for any tickets(questions) on your account explaining whats happening

[#3]

What are you suggesting I should do now?

As suggested , either call Plusnet to see what's happening with the order, it may just be delayed waiting for an engineer appointment, and/or check for any tickets(questions) on your account explaining whats happening

[#4]

@nicolakir3164 Please contact Plusnet and explain you need a new 'box on the wall' - as I suggested earlier.

[#5]

Okay, got it cleared up now, so it was really the difference between being activated remotely or requiring an engineer visit to get activated.    So, I need an engineer visit, which I suppose I will be informed about via email or if I make a phone call.   Do you have the contact number for me to make an appointment for an engineer to come and set me up, please?   Thank you.

[#6 · Accepted solution]

I will do that, thank you everyone who assisted me with this issue today. it is very much appreciated.  Have a good day.

[#7]

The contact details can be found at the bottom of this page https://www.plus.net/help/

[#8]

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@nicolakir3164 wrote:

  Do you have the contact number for me to make an appointment for an engineer to come and set me up, please?   Thank you.

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0330 123 9123

[#9]

@nicolakir3164 

ONT (Optical Network Terminator) is the box that goes on the internal wall.

You should also have a CSP (Customer Splice Point) box on an external wall.

As stated the order will have gone through because OR thought everything was in place.

Finally, as a vunerable person you should register with PN as such (if you've not already done so). You can do it online via your Members page.

Brian

[#10]

Moderator's note:
Thread moved from My Router to My Order