New customer text message "Sorry there is more work needed"

[Slightly5598]

Hi,  new customer here

I just ordered Full Fibre 900 Broadband today with the Smart Hub 2 after moving into a new flat. There is a square Openreach ONT as well as a Master Socket with G.Fast connection. However I received a text after ordering with the following message:

"Sorry, there is more work needed to connect your service so Opean reach will need to send an engineer. We have booked your appointment for 20-AUG-2024... [with more appointment details]"

Does anyone know what this might be for and will it affect how quickly I can plug in and get activated once the Smart Hub arrives? Would be a hassle to have to wait 23 days to get internet access. Let me know if you can help thank you!
Right side rectangle is a Virgin Media box

[WSH]

Is it just me, or are there no lights on that ONT?  Is it plugged in?

[iniltous]

As the ONT is fitted , presumably a previous occupant had Openreach FTTP installed , the image you have posted isn’t very clear but are there any of the ONT lights lit ? , you would  expect the power and PON lights to be lit , if for some reason the power to the ONT was removed ( switched off or unplugged at the socket , given the power lead is present ) then as far as OR are concerned there is a problem and that could be why they say an engineer visit is needed ,

if the issue is simply someone has unplugged the power , then obviously you don’t need to wait for an engineer to switch it back on 

[WSH]

@iniltous  Exactly what I was thinking.  If it's powered down Openreach can't see it and they'll assume it's faulty.

[Slightly5598]

Yes it wasn't plugged in! Thanks both. I've plugged it into now and the green light is on. Will see if that changes the status of my order at this stage. Is there any way I can 'update' BT with this information or do you think it will be automatic?

[WSH]

Iniltous is the expert here, but I would expect Openreach to test it more than once before they send an engineer out.  Afterall, that will be a lot cheaper for them.

[iniltous]

If the green light that’s on is the PON light ( and it’s not flashing green but steady green ) then OR don’t need to visit , but will that be realised and cancelled automatically, I don’t know , possibly it will .

If you already have the BT SH2 router , or if it hasn’t arrived yet , connect it as soon as you can , if it works ( and it may well do so ) you can explore cancelling the visit then , it’s entirely possible the visit will be cancelled automatically now the power has been restored anyway .