topic Re: Doi need an engineer? in Broadband

Doi need an engineer?

Baxter93 — Thu, 10 Apr 2025 16:01:11 GMT

Hi,

I hope you can help.

i have recently moved into a new build home with a new open reach box already installed under the stairs, when purchasing the property I was told I can use any provider other than virgin- on a plug and play basis for full fibre broadband.

when I ordered my package through sky- again they told me- once it arrives, plug it in and it will work (activated remotely)

im now being told I need an engineer to come out from open reach- with the earliest appointment being 3 weeks away. I can't go that long without internet due to working from home.

my question is- do I need an engineer to come out? Or are sky not understanding what I'm telling them when I say I already have the fttp box installed? And just need remote activation?

any advice helpful.

thank you

Re: Doi need an engineer?

Chrisee — Thu, 10 Apr 2025 16:22:34 GMT

@Baxter93 all depends on whose FTTP box your developer got fitted. Currently Sky use openreach to deliver services so a box fitted by Hyperoptic, City Fibre or any of the 20 or other altnet providers cant be used. It is possible it is an Openreach box but not yet showing on the database if it is it should be clearly branded.

Enter you full address in the following checker and post the table and the first 3 lines of the notes after obscuring the reference to your address and forum membersxshould be able to advise Openreach Checker

Re: Doi need an engineer?

Baxter93 — Thu, 10 Apr 2025 16:40:09 GMT

It is 100% an open reach box

Re: Doi need an engineer?

SKY1992bf — Thu, 10 Apr 2025 16:43:04 GMT

@Baxter93 Please provide the information requested by @Chrisee that is the best way we can help you

Re: Doi need an engineer?

Baxter93 — Thu, 10 Apr 2025 17:03:00 GMT

Is this correct?

Re: Doi need an engineer?

TimmyBGood — Thu, 10 Apr 2025 17:35:39 GMT

@Baxter93

The relevant line is

ONT exists with active service. No spare ports are available. A new ONT may be ordered.

So they appear to think that while there is indeed FTTP, it's already at maximum capacity within the building.

Re: Doi need an engineer?

Baxter93 — Thu, 10 Apr 2025 17:47:23 GMT

Could you explain that? As it's a single property with nothing else in use?

Re: Doi need an engineer?

TimmyBGood — Thu, 10 Apr 2025 18:08:32 GMT

@Baxter93 wrote:

Could you explain that?

No, I can't. You'd expect that message for an MDU (multiple dwelling unit) rather than a single property.

Re: Doi need an engineer?

mormegil — Thu, 10 Apr 2025 18:46:50 GMT

Is your Ont powered on? If it is not then openreach will assume it is faulty and book an engineers visit to come out and repair it

also if the developer has fitted the Ont rather than openreach they may have fitted the wrong Ont in the property and supplied a different serial number to their openreach new sites rep