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Message 1 of 15

Is a visit from an engineer necessary?

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I just moved to London from another country. I rented a house and my landlord said that a BT had been carried out in my house. I applied and received a router.
But when I try to connect (I already have it installed Openreach ONT and working), the orange light is on. I tried doing this with my router TP Link via PPPoE, but nothing worked either.

I also have an engineer’s visit scheduled for November 21, I don’t understand - what will the engineer do? Why should I wait for him? Can I configure it myself?

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Message 2 of 15

Re: Is a visit from an engineer necessary?

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@arslanbekov 

Welcome to this user forum for BT Retail phone and broadband customers.

There is nothing you can do, you will need to wait for the visit.

What date has BT given for your broadband package to be activated?

 

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Message 3 of 15

Re: Is a visit from an engineer necessary?

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21 November

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Message 4 of 15

Re: Is a visit from an engineer necessary?

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Then that would be the first date that Openreach can visit. By that time, the rest of the network routing should be complete.

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Message 5 of 15

Re: Is a visit from an engineer necessary?

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There is no need for an engineer visit and will possibly not happen and your service will be activated remotely.

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Message 6 of 15

Re: Is a visit from an engineer necessary?

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but do I have to wait until the 21st? Or I can solve this through support. the second day they don’t understand me, they say that I definitely need to make a visit...

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Message 7 of 15

Re: Is a visit from an engineer necessary?

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Unfortunately, you will have to wait until the 21st for your scheduled activation.

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Message 8 of 15

Re: Is a visit from an engineer necessary?

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Oh, I understand, a very strange approach to a new client.
I ordered the service, paid, and they sent me a router. And only then were they confronted with the service's activation date.

Probably, if this were at the order stage, I would not agree to wait two weeks, provided that I have everything set up and only need to activate the service from BT.

Very, very strange, just a disappointment.
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Message 9 of 15

Re: Is a visit from an engineer necessary?

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Is this Engineer visit on the 21.11.2023 a Repair visit or an Installation visit?

Also what is the status of the Lights on the ONT, specifically the PON Light?

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Message 10 of 15

Re: Is a visit from an engineer necessary?

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Sorry, I don't know how to answer your first question. I have everything installed, I myself don’t understand why I need an engineer’s visit.

As for the indicators, all three necessary indicators are statically lit.
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