Upgraded to fibre - no internet at changeover

[#1]

Was on an old contact with Plusnet which expired so was paying monthly. Upgraded to fibre and booked an appointment with Openreach. They came today and installed the cables.

At around 7pm I lost all internet access except to this website. The lights on the Openreach box say it is working fine.

When I looked at the order tracker it is stuck at step 2. “Checking your line” has not begun.

I also did not receive the new router I ordered before the engineer visited.

I have received an email from Plusnet saying my new contact is ready to use but have no internet.

Is there any advice on what is going on or when it can be fixed?

Thank you!

[#2]

Hi there @Stuckonrepeat, sorry for the poor start to things with us on FTTP, I've checked your account and can see you've since called in, has the new router reached you OK now?