topic Re: I'm missing my ont box in Archive

I'm missing my ont box

Helpisneeded345 — Mon, 27 Sep 2021 08:31:36 GMT

My fibre optic broadband was suppose to start today but following the instructions provided, it's clear the previous tenant has taken the ont box while leaving the cables. I just need a new box sent to me and I can plug it in. I've tried phoning but they're all robots who don't have a command for what I need and try to book an engineer which dont have any availability on the weekends.

Any suggestions on if I can even get an ont box sent to me?

Re: I'm missing my ont box

cookiemonsteruk — Mon, 27 Sep 2021 08:37:16 GMT

@Helpisneeded345

You will need to contact sky and persevere. The ont is openreach property and only they can remove and install

Re: I'm missing my ont box

TimmyBGood — Mon, 27 Sep 2021 09:10:50 GMT

@Helpisneeded345

Unfortunately I doubt Sky have Openreach hardware like that available for despatch: this is going to become an increasing issue as it's not necessarily obvious to departing occupants that the ONT should remain at the property.

Re: I'm missing my ont box

Helpisneeded345 — Mon, 27 Sep 2021 11:01:51 GMT

Thank you for your replies.

Do you know if I just book an engineer and they have the hardware in their van or will I specifically need to tell them I need a new box?

If thats the case how do I speak to a real person about this?

Thank you

Re: I'm missing my ont box

cookiemonsteruk — Mon, 27 Sep 2021 11:06:28 GMT

@Helpisneeded345

You will need to specifically request an ont

Call sky on 150 from your sky landline
0333-7591-018 from any other phone

Re: I'm missing my ont box

TimmyBGood — Mon, 27 Sep 2021 11:07:15 GMT

@Helpisneeded345

I suspect you'll need to phone Sky and get them to book an Openreach FTTP installer who should carry such hardware by default: unfortunately this may not be possible until the activation date has passed.

Re: I'm missing my ont box

KremlinToast — Wed, 13 Oct 2021 20:33:46 GMT

Did you manage to get this sorted? I am in pretty much the same boat, today is my activation day but I plugged everything in and it didn't work, then I looked at the little BT box and noticed there's no power cable! the previous tenant must have taken it, by mistake presumably, the ONT box is still there. I spoke to a very helpful woman but needed my bank account number for verification (last 2 digits), and as I get no signal at home and was out had to dash back to the house and get my bank card, called back, different lady, singal must have been too weak as she said couldn't hear me then I ha to hang up because I got no response for a minute. then it was 8.59pm and the line was closed.

There's no email, you can't organise anything on the social media chats, there seems to be no chat on the sky website, the phone system is designed to stop you talking to a human. It shouldn't be this difficult, I've only just joined sky and I'm already thinking should I stay if this is the customer service to look forward to. 😞

Re: I'm missing my ont box

jamesn123 — Wed, 13 Oct 2021 21:41:40 GMT

@KremlinToast

I've flagged your post to Sky, look out for an email or message on the forum. This will be tomorrow now

Re: I'm missing my ont box

KremlinToast — Fri, 22 Oct 2021 16:56:16 GMT

So, a helpful person gave me a link to chat last week, and though that I arranged a BT Openreach appointment for today between 1-6pm, with 5 minutes to go no one has turned up and the chat box has gone so I can't flag this to Sky. I'm already being billed for my broadband, yet cannot use it, I know this is out of Sky's hands but I'm only missing a power cable, surely BT could have sent me one in the post by now. Also ANOTHER on my friday afternoons wasted.

Re: I'm missing my ont box

Helpisneeded345 — Fri, 22 Oct 2021 17:01:06 GMT

Hello there, that's really frustrating for you. Take this with a grain of salt and someone on here could possibly either confirm/ deny this but mine does look to be a standard 12v power plug. Maybe have a look online to see if you could use any 12v adaptor plug to power it while you wait?

I dont want your box to be damaged so make sure you do a bit of research before trying it.

Re: I'm missing my ont box

KremlinToast — Fri, 22 Oct 2021 17:38:04 GMT

Hi, thanks for the reply, I think that's the problem, I believe bt retains ownership (or open reach) of the ONT, so it's best not to risk plugging another adapter in it (although I guess for all I know it could be broken now I just don't have the power cable to check it). I have a good mind to stop the next openreach van I see and demand they give me an ONT box. I had other things I could have been doing this afternoon, with BT and a courier company not turning up to collect something I'm just quite miffed.

Re: I'm missing my ont box

jamesn123 — Mon, 25 Oct 2021 12:54:02 GMT

Hi @KremlinToast

Have you managed to sort this yet?

Re: I'm missing my ont box

KremlinToast — Mon, 25 Oct 2021 21:06:47 GMT

Hi James, I have a sky broadband tech team expert coming on Wednesday according to a text message so hopefully it will be sorted thanks.