Transfer out to Now gone wrong...

[#1]

Hiya @Temrael, 

I just wanted to check in with you as the engineer has concluded his visit to see if the router is plugged and turned on? 

[#2]

Hi Sammy,

Thanks for checking in.

The Openreach engineer has been and confirmed everything at the property was fine (which we knew).

He then went off to the cabinet expecting to move me to another port but was told by his colleagues that that wouldn't be necessary.

Rather than moving me to a different port in the cabinet, a change of config on the port I'm using is apparently going to be pushed out remotely.

He said this could happen at any point today. It hasn't happened yet though.

When I was switched before (and it all went wrong!) this happened overnight so I'm half expecting to wake up to no internet connection tomorrow morning.

Whenever it does happen I'll update the router config and credentials back to Plusnet and that should (touch wood) fix it.

I'll keep you guys posted though.

Thanks,

Andy

[#3]

Hmmm, I am so sorry for the hassle this is causing. I will get one of my colleagues to check back with you tomorrow as I am off, and they will check in with our Openreach contact for a further update should there still be no connection. 

[#4]

Thanks Sammy,

No worries at all, not your fault.

The good thing is (more though luck than judgement) I've got a working Now Broadband connection in the meantime - as my fibre connection is still pointed at their infrastructure. 

So I'm fine as is for now, and hopefully when Openreach point me back to you guys, a quick change of the router config and we should be all done. 👍

Have a lovely weekend. 😀

[#5]

Morning staffers,

Just to say that the Openreach work to reconfigure my port at the cabinet (to repoint it from Now to Plusnet) appears not to have happened overnight.

The engineer said it would happen at some point Friday so I think we can legitimately chase Openreach at this point.

I'm still working ok on Now, but perhaps someone could check in with Openreach as to when this change will happen.

For as long as Now don't turn me off, there's no mad rush. But if someone could get an update from Openreach in the next couple of days that'd be cool.

Thanks,

Andy

[#6]

Things just got worse.

Our broadband connection just died and the DSL light on our router is now off.

This coincided with an email from Now to say that they’ve “had to cancel” our phone and broadband order. Grrr!

Can someone please give Openreach a call as sooon as possible to get an idea of when we’ll be repointed at the Plusnet network?

We were told this config change would be pushed out to our cabinet by the end of Friday, but it wasn’t.

We’ll obviously have no broadband now until this is done.

Thanks,

Andy

[#7]

Sorry, to be clear, the above post should have said “the DSL light on our Openreach fibre modem is now off”. 

I’ve updated our router config back to the Plusnet settings/credentials, but obviously it won’t actually connect/authenticate until the fibre modem has a connection.

[#8]

Hey Andy,

I'm really sorry to see this but cheers for the updates.

I've tested your line and it's showing "Openreach has found configuration issue which is preventing DSL synchronization" so it looks like Now have fully turned off their service but things aren't connecting to us yet.

I've raised this back to Openreach as what's known as a non-appointed task, which means they'll investigate further externally or remotely, so we don't need to arrange another engineer visit at this stage.

I'll keep a close eye on this for you today and tomorrow so will let you know as soon as I know more. 

[#9]

Great thanks Gandalf.

As I say, the engineer left under the impression his offshore colleagues would push out a config change to the cabinet port by the end of play Friday. So I'm not sure what prevented that from happening. 

[#10]

Ah okay, your line is probably still connected to Sky's backhaul equipment at the exchange, which would explain why your connection dropped with Now, if config changes were done at the cabinet. 

If we're right then an engineer would need to move your line across to BT Wholesale's equipment (which we'd use)

[#11]

The engineer was told by the offshore guys that the cabinet port itself would be dynamically repointed to Plusnet. Which surprised even him (as he said it would usually mean a change of port).

He said the exchange bit was already done as that was just for the phone side of things,

But yep see what Openreach comeback with I guess. 🤔

[#12]

Ahhh I see. Yeah let's see what Openreach say as there definitely is still a configuration issue from what I can see. 

[#13]

Hey Andy,

And it looks like we have lift off. I can see your router has been connected back to us for the last 10 minutes. Supplier notes suggest that there was a "data build issue" so Openreach had remotely rebuilt the data on their side. 

[#14]

Hi Gandalf,

Yep just came home from the office and we look to be sorted.

Router logged in, IP address in Plusnet's 146.198.x.x. range.

Is that job done from your side then? The phone connection is definitely with you guys again now too?

[#15]

Hi Andy,

Awesome. Yep, your phone is definitely with us. All looks to be sorted apart from the discounts we've applied for your new contract haven't been added to your latest bill, so I'll refund the overcharge once we've taken the payment. 

I've closed the fault ticket 226909223 we've been updating on your account, but feel free to get back to me anytime if there's absolutely anything else you'd need help with!