topic Re: Told remote connection, now need engineer visit in Broadband

Told remote connection, now need engineer visit

DylanDrew01 — Sat, 01 Jun 2024 11:55:11 GMT

I've purchased a Sky full fibre package and already have an FTTP connection and Openreach ONT. When I ordered the package, I was told the installation would be fully remote - just connect the hub and that's all.

I've now received a text from OpenReach saying they need to send an engineer round to "check the equipment". I called the Sky helpline who said they didn't know why I'd received that and so to just ignore the message. Since then, I've received a follow up text from OpenReach saying I need to visit to get the connection - who do I believe??

In the text, it also says they may need to drill holes in the walls during the visit but if I've already got the ONT in the house, why would they?

Overall, do I need to arrange the visit or can I ignore it and why might the connection requirements have changed?

Re: Told remote connection, now need engineer visit

Chrisee — Sat, 01 Jun 2024 11:56:47 GMT

@DylanDrew01 sounds like Openreach want tocheck the ONT and if it is an older model possibly replace it. Believe Openreach as they know what kit is in each home.

Re: Told remote connection, now need engineer visit

DylanDrew01 — Sat, 01 Jun 2024 12:05:16 GMT

@Chrisee, thanks for your super fast reply!

The property is a new build, only 1 year old so surely it has a new enough ONT anyway?

If they do need to upgrade it, what would this entail? It's a rental so I'm not allowed to make changes such a drilled holes.

Re: Told remote connection, now need engineer visit

Chrisee — Sat, 01 Jun 2024 12:10:32 GMT

@DylanDrew01 then it is a bit odd but I would still go along with Openreach as they are the ones doing the activation.

Re: Told remote connection, now need engineer visit

TimmyBGood — Sat, 01 Jun 2024 17:01:04 GMT

@DylanDrew01

Posting a picture of the ONT would be useful. There certainly shouldn't be any need for additional drilling if there's already an optical cable in place: even if that needs replacing then the same route should be useable.

Re: Told remote connection, now need engineer visit

DylanDrew01 — Sat, 01 Jun 2024 19:46:05 GMT

Hi @TimmyBGood,

Apparently I do not have permission to upload images so I have provided a link to them here.

Re: Told remote connection, now need engineer visit

TimmyBGood — Sat, 01 Jun 2024 19:48:25 GMT

@DylanDrew01

That's an interesting enclosure, but the ONT is live and connecting to the optical network (hence the green PON LED)

I guess it's possible that Openreach is removing Huawei devices...

Re: Told remote connection, now need engineer visit

DylanDrew01 — Sat, 01 Jun 2024 19:52:35 GMT

@TimmyBGood

Ahh, I see, thank you!