Upgrade from FTTC to FTTP auth problem

[#1]

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@C-B03 wrote:

...  it is odd to speak with a ISP front line support person who doesn’t understand technical jargon. His words not mine.

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Looking at last weeks "Community Announcement" -  Meet our Community Team 

the backgrounds of the "Help Team" looks pretty weak to me and mostly lacking experience requiring deep technical knowledge.

When I used to lead software engineering and support teams, ALL my staff had hobbies like building/repairing PCs (or cars), writing software apps, dabbling in electronics, building amateur radio, doing evening classes or O.U. studying for the next technical qualification, or training/participating in some competitive activity, etc.

The Plusnet "Help Team" apparently watch TV, play computer games, enjoy cooking, and taking dogs for a walk ! - where's the interest in career self-improvement ?

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[#2]

To bring it back on topic - hub arrived and lo and behold the internet is not fixed by using a Plusnet router.

PN Support have arranged an Openreach engineer tomorrow AM. Hopefully they’ll get us online again. Bit of a saga!

[#3]

Unfortunately, they PN and BT will only accept a fault like that if it is proven by the 'approved' equipment the hub 2.
But you do have a am appointment which I'd the good news. Let's hope it's working tomorrow am.

[#4]

So it turns out Openreach had a Digital build incomplete. I spoke with the guy who set up our ONT and he kindly phoned a colleague and got it rebuilt. Everything now up and running.

Appreciate the input people provided and the process.

[#5]

No surprise there, @C-B03 . I think the possibility was mentioned earlier in the topic.

[#6]

So now it's working, time to set up the Drayek Vigor and mesh

[#7]

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@mystreet1 wrote:

... time to set up the Drayek Vigor ...

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Errm nope,  the DrayTek Vigor was the VDSL modem used with the previous FTTC connection, not needed on FTTP.

More likely time to sell the Vigor 130 on eBay, being a much sought after item with probably the best fastpath sync speeds of ANY UK modem, capable of line MTU=1500 (because of Jumbo Frame support allowing PPPoE link MTU=1508), the adjustable target SNR capability, and full remote control and monitoring via telnet commands.

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[#8]

he should have checked that it was working before he left. Pon builds can take a while. With my install the first ont failed so i was given a nice shiny 2.5gb ont .......

[#9]

I think this is part of the root cause of the problem - my activation day only had the ONT installed. No one could come on site to connect the fibre from the house via the duct to the BT trunk outside. 

Openreach may well have kicked off the 'digital build' even though the ONT was not connected on the activation day.

Seems like they need to create another workflow for this situation so a customers aren't left with no connection while ISP and Openreach decide who is to blame.... it took less than 10 minutes to fix my issue once Plusnet had sent me the kit and ruled out the hardware.

It's a needless scenario created by the separation of ISP/Openreach responsibilities when in an ideal situation support would have visibility of the whole order.

[#10]

Normally when theres there two separate installs - inside and outside on seperate days, the outside is done first so that they known that they can connect to your property and have a bod go inside and connect to the csp on the second visit.

this has gone pork pied in your case and with some it be inside first and then outside and there should be an extra compleation check inside..

Hopefully PN can pass this on to OR.