topic Re: No ONT box at new house in Broadband

No ONT box at new house

Theemmag — Tue, 16 Apr 2024 01:08:55 GMT

Hi guys just moved into a new house and there is no ONT box. I have sky tv now but no internet. I was told open reach would get in contact but they haven't. My switch on day was the 15th April and still no ONT box from open reach. Sky were informed of this but nothing has happened. So frustrating! Any help greatly appreciated.

Re: No ONT box at new house

cookiemonsteruk — Tue, 16 Apr 2024 01:11:38 GMT

@Theemmag

Could you enter your full postal address in the link below and copy and paste the notes below the availability table

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Re: No ONT box at new house

Theemmag — Tue, 16 Apr 2024 01:22:26 GMT

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Dpole Hoist required.

ONT exists with active service. A spare port may be available or a single port ONT may be swappable to a multiport ONT. A new ONT may be ordered.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Re: No ONT box at new house

Theemmag — Tue, 16 Apr 2024 01:25:46 GMT

Is that the info you need?

Re: No ONT box at new house

cookiemonsteruk — Tue, 16 Apr 2024 01:27:57 GMT

@Theemmag

"ONT exists with active service. A spare port may be available or a single port ONT may be swappable to a multiport ONT."

Openreach are under the impression that an ont exists maybe previous owners took it with them .

Have a look for something like this

If its not there you would need to call sky or we can escalate it

Re: No ONT box at new house

Theemmag — Tue, 16 Apr 2024 01:32:35 GMT

There is nothing at the house at all. It looks like it was taken when the house was sold. The sky engineer agreed. No ONT box at the property. I called Sky when I moved in to advise them of this and it's on my notes, but nothing has been ordered. Open reach have said that I need to contact Sky and ask them to order and arrange for fitting but nothing has been done.

Re: No ONT box at new house

cookiemonsteruk — Tue, 16 Apr 2024 01:37:14 GMT

@Theemmag

Throughout tomorrow keep logged onto the forum using a chrome browser

I've escalated your post via the community chat. This link explains how it works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or red and blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Re: No ONT box at new house

Theemmag — Tue, 16 Apr 2024 01:44:02 GMT

Ok thank you!

Re: No ONT box at new house

TimmyBGood — Tue, 16 Apr 2024 07:19:34 GMT

@Theemmag

"Single Dwelling Unit Residential OH Dpole Hoist required.

ONT exists with active service. A spare port may be available or a single port ONT may be swappable to a multiport ONT. A new ONT may be ordered. "

So Openreach think there's a fibre circuit arriving from a pole (OH is 'overhead')

It would be worth you looking for this optical cable (thin black sheath with yellow stripe) arriving at eaves height, running down a wall to an external grey plastic box, and then entering through a hole to terminate at a green plastic jack plug. Unfortunately Dpole Hoist required indicates that there will probably be a significant delay if a new circuit is required.

Re: No ONT box at new house

Theemmag — Tue, 16 Apr 2024 07:26:00 GMT

But how do I get them to order the ONT box that goes inside my house?

Re: No ONT box at new house

cookiemonsteruk — Tue, 16 Apr 2024 07:27:56 GMT

@Theemmag

The community managers are going thru the escalations at the minute. Hopefully yours won't be too long

Re: No ONT box at new house

Theemmag — Tue, 16 Apr 2024 07:29:48 GMT

Excellent! Thank you. I just can't seem to get this sorted. I need the internet!

Re: No ONT box at new house

cookiemonsteruk — Tue, 16 Apr 2024 07:32:22 GMT

@Theemmag

Just have your account number at hand when you see the speach bubble.

Re: No ONT box at new house

Theemmag — Tue, 16 Apr 2024 07:58:04 GMT

So I'm trying to log in through goggle chrome so I can see the speech bubble and it will not load up. I can load up through Safari but can't see the speech bubble. .... pulling my hair out here!

Re: No ONT box at new house

cookiemonsteruk — Tue, 16 Apr 2024 08:00:22 GMT

@Theemmag

Managers will post here to notify you once the invite has been sent

Re: No ONT box at new house

Theemmag — Tue, 16 Apr 2024 08:01:09 GMT

Okey

thank you!

Re: No ONT box at new house

Theemmag — Tue, 16 Apr 2024 10:11:18 GMT

Do the questions that you put on here get answered on the same day? Just worried that it won't be answered.

Re: No ONT box at new house

Lisa-P1987 — Tue, 16 Apr 2024 10:13:01 GMT

Thanks for escalating this. We’ve sent @Theemmag an invite to chat.

Re: No ONT box at new house

cookiemonsteruk — Tue, 16 Apr 2024 10:14:00 GMT

@Theemmag

There you go . @Lisa-P1987 has sent the invite.

Re: No ONT box at new house

JasmineS — Fri, 10 May 2024 08:47:34 GMT

Hi @Lisa-P1987 ,

I've escalated this to your team on the phone, but haven't heard back about when an engineer should be expected.

What is the usual duration to get an update regarding this?

TIA,

Jas