I'm missing my ont box

[Helpisneeded345]

My fibre optic broadband was suppose to start today but following the instructions provided, it's clear the previous tenant has taken the ont box while leaving the cables. I just need a new box sent to me and I can plug it in. I've tried phoning but they're all robots who don't have a command for what I need and try to book an engineer which dont have any availability on the weekends. 

Any suggestions on if I can even get an ont box sent to me? 

[cookiemonsteruk]

@Helpisneeded345 

You will need to contact sky and persevere. The ont is openreach property and only they can remove and install

[TimmyBGood]

@Helpisneeded345 

Unfortunately I doubt Sky have Openreach hardware like that available for despatch: this is going to become an increasing issue as it's not necessarily obvious to departing occupants that the ONT should remain at the property.

[Helpisneeded345]

Thank you for your replies. 

Do you know if I just book an engineer and they have the hardware in their van or will I specifically need to tell them I need a new box? 

If thats the case how do I speak to a real person about this? 

Thank you 

[cookiemonsteruk]

@Helpisneeded345 

You will need to specifically request an ont 

Call sky on 150 from your sky landline
0333-7591-018 from any other phone

[TimmyBGood]

@Helpisneeded345 

I suspect you'll need to phone Sky and get them to book an Openreach FTTP installer who should carry such hardware by default: unfortunately this may not be possible until the activation date has passed.

[KremlinToast]

Did you manage to get this sorted? I am in pretty much the same boat, today is my activation day but I plugged everything in and it didn't work, then I looked at the little BT box and noticed there's no power cable! the previous tenant must have taken it, by mistake presumably, the ONT box is still there. I spoke to a very helpful woman but needed my bank account number for verification (last 2 digits), and as I get no signal at home and was out had to dash back to the house and get my bank card, called back, different lady, singal must have been too weak as she said couldn't hear me then I ha to hang up because I got no response for a minute. then it was 8.59pm and the line was closed. 

There's no email, you can't organise anything on the social media chats, there seems to be no chat on the sky website, the phone system is designed to stop you talking to a human. It shouldn't be this difficult, I've only just joined sky and I'm already thinking should I stay if this is the customer service to look forward to. 😞

[jamesn123]

@KremlinToast 

I've flagged your post to Sky, look out for an email or message on the forum. This will be tomorrow now

[KremlinToast]

So, a helpful person gave me a link to chat last week, and though that I arranged a BT Openreach appointment for today between 1-6pm, with 5 minutes to go no one has turned up and the chat box has gone so I can't flag this to Sky. I'm already being billed for my broadband, yet cannot use it, I know this is out of Sky's hands but I'm only missing a power cable, surely BT could have sent me one in the post by now. Also ANOTHER on my friday afternoons wasted.

[Helpisneeded345]

Hello there, that's really frustrating for you. Take this with a grain of salt and someone on here could possibly either confirm/ deny this but mine does look to be a standard 12v power plug. Maybe have a look online to see if you could use any 12v adaptor plug to power it while you wait? 

I dont want your box to be damaged so make sure you do a bit of research before trying it. 

[KremlinToast]

Hi, thanks for the reply, I think that's the problem, I believe bt retains ownership (or open reach) of the ONT, so it's best not to risk plugging another adapter in it (although I guess for all I know it could be broken now I just don't have the power cable to check it). I have a good mind to stop the next openreach van I see and demand they give me an ONT box. I had other things I could have been doing this afternoon, with BT and a courier company not turning up to collect something I'm just quite miffed. 

[jamesn123]

Hi @KremlinToast 

Have you managed to sort this yet?

[KremlinToast]

Hi James, I have a sky broadband tech team expert coming on Wednesday according to a text message so hopefully it will be sorted thanks.