topic Re: Trying to report missing ONT in Broadband

Trying to report missing ONT

orchid852 — Sun, 31 Aug 2025 13:37:25 GMT

Recently moved - got the property very last minute so we were late switching our service to the new address. Services at the old place were turned off last Wednesday, and our new line won't be activated until this coming Wednesday. Switched to Fibre broadband as the house is supposedly set up for it but we've moved in to discover the ONT was removed by either a prev tenant or the landlord. The green fibre cable is there (along with a clear box shape where the ONT used to be) but the ONT is not.

Other threads say that you can't report a missing ONT until your broadband is activated which makes sense as our broadband has gone missing from our account atm, but who do I even call to report the missing ONT, and will we have to arrange an engineer to reinstall it leaving us even longer without internet and unable to use our TV streaming service as well?

Re: Trying to report missing ONT

TimmyBGood — Sun, 31 Aug 2025 13:53:25 GMT

@orchid852 wrote:

who do I even call to report the missing ONT

Sky

and will we have to arrange an engineer to reinstall it

Yes

Re: Trying to report missing ONT

orchid852 — Sun, 31 Aug 2025 13:56:17 GMT

Obviously sky, but they have tens of 'customer service' numbers all for different things. Its impossible to figure out what this would even fall under.

So WHICH NUMBER do I have to contact them by?

Re: Trying to report missing ONT

TimmyBGood — Sun, 31 Aug 2025 14:01:06 GMT

@orchid852

The generic call centre number revealed at the end of the online help pathways: it cannot be posted in these forums.

Re: Trying to report missing ONT

JimM1 — Sun, 31 Aug 2025 14:35:13 GMT

@orchid852 Call us, click on the link shows the number!

https://www.sky.com/help/page/broadband-digital-hub