topic Re: Move ONT socket in Broadband

Move ONT socket

SimonJake — Wed, 04 Feb 2026 14:36:42 GMT

Bit of a strange one but on live chat i have tried to book an engineer to move my ONT socket and was told problmes with their online systems and i needed to ring in. I have not rang in to arrange this but about an hour later received e-mail saying an order was placed today for a SKY tv engineer visit for tomorrow. I have managed to get through on the phone but the none English person i spoke to could not say what the visit was for and could only say it was arranged the same time i was on live chat (but i was told then it could not be done) also a bit unsure why message says tv engineer and also i thought it was openreach who would comeout to move the ONT, does this sound like a visit to move the ONT.

Re: Move ONT socket

jamesn123 — Wed, 04 Feb 2026 14:45:15 GMT

Hi @SimonJake

I dont see how a TV engineer could do this, it is usually Openreach. It sounds to me like the wrong thing has been booked.

Re: Move ONT socket

SimonJake — Wed, 04 Feb 2026 14:56:27 GMT

Hi that is what i thought but nobody can confirm this so looks like will just have to wait for them to turn up.

Re: Move ONT socket

TimmyBGood — Wed, 04 Feb 2026 21:00:08 GMT

@SimonJake wrote:

i thought it was openreach who would comeout to move the ONT

Some Sky field personnel are trained in fusion splicing and certified by Openreach to carry out work on the national optical network between the CSP and ONT.

I believe a smaller number have accreditation for pole-mounted CBT to CSP.

Re: Move ONT socket

Chrisee — Thu, 05 Feb 2026 08:29:21 GMT

@SimonJake as @TimmyBGood says some Sky engineers are suitably trained and authorised by Openreach. Sky will by default use one of this team if available for work inside a customer's home.

Re: Move ONT socket

SimonJake — Thu, 05 Feb 2026 09:57:03 GMT

I am not hopefull as the appointment now says your SKY Q order is booked 🙄

Re: Move ONT socket

SimonJake — Thu, 05 Feb 2026 12:09:29 GMT

As i suspected wrong engineer was sent he showed me the job description he had been given and it was down as a poor tv reception fault (i had not mentioned anything like that) so a waste of my time and his today as he could not do anything to do with moving the ONT socket, not his fault in any way but really shabby customer service from SKY call / message centres 😶

Re: Move ONT socket

Chrisee — Thu, 05 Feb 2026 12:12:55 GMT

@SimonJake to save you another call I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

See here for more on escalation My Post Has Been Escalated – What Happens Next on Sky Community

Re: Move ONT socket

Brill+Gill — Thu, 05 Feb 2026 12:27:14 GMT

Hi @Chrisee, thanks for escalating this. We’ve sent @SimonJake an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Move ONT socket

JimM1 — Thu, 05 Feb 2026 12:40:52 GMT

@Brill+Gill OP has posted also elsewhere that Port 4 Wan issue on the connection just so you are aware! Linked that also below for you!

Re: Ethernet number 4 port not working | Sky Community

Re: Move ONT socket

SimonJake — Fri, 06 Feb 2026 13:41:55 GMT

Why are things so difficult i am now being told on the link i was sent that they do not move internal ONT sockets, what is going on its a simple request on something that they clearly do!!!!!!!!

Re: Move ONT socket

TimmyBGood — Fri, 06 Feb 2026 13:53:14 GMT

@SimonJake wrote:

its a simple request

Simple to request, yes, but as it requires a replacement optical pigtail with a new fusion splice at the external CSP it's not entirely straightforward to achieve.

Re: Move ONT socket

SimonJake — Fri, 06 Feb 2026 13:58:28 GMT

Well it is to an openreach engineer.

Re: Move ONT socket

SimonJake — Fri, 06 Feb 2026 14:00:12 GMT

This is the latest reply -

As previously stated, as far as I'm personally aware it is not possible nor can I book this in if it were an option. The best course of action would be call in to enquire about moving an ONT. I'm simply setting the expectation that, as I'm not able to find a process via our systems, I can only operate with the factual information that previously it was not possible. I can't find anything to suggest this has changed. Thanks,

Re: Move ONT socket

SimonJake — Fri, 06 Feb 2026 14:25:22 GMT

So i have got through to a broadband advisor on live chat and the 65.00 has been paid and an engineer is coming out to move my ONT no issues all straight forward, up to now wasted half a day off work yesterday for wrong engineer to come out and several hours today with SKY customer service who said this could not be done, shocking service.....

Re: Move ONT socket

JimM1 — Fri, 06 Feb 2026 14:38:32 GMT

@SimonJake Though it may appear simple and the requested option, hopefully when an OR Engineer arrives to the work he does not Refuse for it all to happen, OR are very protective for the Fibre cable side as it is just not as easy like the old copper cabling!

Re: Move ONT socket

TimmyBGood — Fri, 06 Feb 2026 16:34:39 GMT

@SimonJake wrote:

Well it is to an openreach engineer.

Only if they are trained and equipped for fusion splicing: the pliers and a jelly crimp approach doesn't work so well for fibre-optics.

Re: Move ONT socket

SimonJake — Fri, 06 Feb 2026 16:38:50 GMT

Well seeing as the visit has been booked for the relocation of an existing ONT why would they not send out someone who is quite capable of doing it, 🤔 honsetly some of the comments on here...........