When should the provider switch happen?

[#1]

Hi all, I've switched providers from BT to Plusnet and I wondering if someone knows when the actual change should happen as I currently have no internet, which is not ideal as both my partner and I work from home.

I was with Plusnet for years and only switched to BT as they were the only ISP offering full fibre/gigabit internet in my area at the time. As my contract was coming to an end I decided to switch back to Plusnet as it was 30% cheaper and frankly I prefer Plusnet. I chose today as the switch date and I've set everything up and so far nothing.

The internet was working fine with BT until about 1:30am this morning, so I turned off the old BT router and swapped over to the new Plusnet one, the Hub 2. As they're basically the same device I just swapped the cables and hoped it would work, but alas I still have no internet.

The Hub 2 had what I assume is the default username on the connection page, plusnetsetup I think, the router eventually lit up blue to show it had a connection, changed the username to the correct one for my account and has stayed a solid orange ever since. I've changed my password to see if that was an issue as it had both a % and a # in it and I thought they could have been causing an issue with url encoding or something. I've reset the hub twice and still nothing. The Openreach box (I forget its proper name) has three solid green lights on it, Power, PON, and LAN.

My account page says my activation is complete but I've no internet, anyone know when it should work? Should it already be working?

[#2]

@Eisbrecher I don't know if FTTP transfer work as the FTTC ones did, but on those, it could take up to midnight of your switch day for all the PN systems to line up the ducks, although they usually completed earlier. Have you had notification from PN that your switch is complete?

[#3]

I've not had a notification via email or text, but my account page says I should be good to go. Mildly confusing if I need to be notified first for it to actually work. And like I said, the router seemed to pick up my account details fine, so something is happening.

[#4]

OK - as I said, I don't know precisely how FTTP transfers work, and your order journey appears to say you are good to go. It may not help, but just try rebooting the Hub again. Is the light solid or flashing?

[#5]

Yeah, I guess I just need to keep waiting. Restarting gives a solid green light followed by a solid orange, as you say I may just need to wait for something in Plusnet's back end to kick in.

Thanks for your help though.

[#6]

@Eisbrecher 

Have you re-booted the ONT?

Brian

[#7]

OK - another thing to try -unplug and re-insert  all your cables. The ONT-> router cable goes in the red WAN port.

[#8]

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@bmc wrote:

@Eisbrecher 

Have you re-booted the ONT?

Brian

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A good spot, I had forgotten that bit of kit.

[#9]

The Hub 2 had what I assume is the default username on the connection page, plusnetsetup I think, the router eventually lit up blue to show it had a connection, changed the username to the correct one for my account and has stayed a solid orange ever since.

Given that information, it would appear that the Openreach/BTw work is complete and the connection is routed to the Plusnet systems, since its contacted the TR069 server and pulled down the account details. It seems the Plusnet account hasn't been activated, probably because the systems haven't got the completion report from Openreach. That's confirmed by the absence of an email/sms notification that the account is active.

[#10]

Thanks for the help everyone, internet finally came on a few hours ago, I guess it was a case of waiting after all despite what my account page was saying.

[#11]

Glad you got it sorted. I still think it was the PN systems way of updating its components which caused this, but I could be wrong.

[#12]

I was lucky when I migrated in this time. My Sky went off at around 4am and my Plusnet came up at about 0715, so could sort it before going to work. Last time I migrated in, the line wasn't activated until 10pm, what a day that was (and we've become more reliant on the internet since)!!

Mark