FTTC TO FTTP

[MrsMac9]

I placed an order to move from TalkTalk FTTC to SKY Full Fibre 100mbps. Sky messages said that this would be done remotely by an engineer, which it was. Now I have no working services since going live with Sky....Shocking and upset.  I believe I need an ONT socket and and the copper line replaced from the street into my property. Sky chat always seems unavailable...so annoying...

[TimmyBGood]

@MrsMac9 

Migration from FTTC to FTTP can never be a remote operation.

If it's in the UK, putting the address into the BT Wholesale Availability Checker should indicate which broadband provisioning type is applicable.

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome 

It's the table and the two text lines below it which are most useful.

Remove any personal information (such as the address itself) if you post an image.

[MrsMac9]

[TimmyBGood]

@MrsMac9 

'ONT exists with active service'

So according to that record, the current connection is already FTTP ('full fibre')

That's why Sky say it's a remote activation.

[MrsMac9]

I was on FTTC with TalkTalk before I placed the order and I have an OpenReach MK4 Master Socket 5C not an ONT Socket, as no Engineer has been out to instal an ONT Socket.  Perhaps that's where the issue lies? Really appreciate your help btw 

[TimmyBGood]

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@MrsMac9 wrote:

I have an OpenReach MK4 Master Socket 5C not an ONT Socket, as no Engineer has been out to instal an ONT Socket.  Perhaps that's where the issue lies? 

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Yes: Sky can only sell the product which that record indicates is appropriate, and it's saying there's already FTTP in place so they wouldn't be able to book an installation from the normal sales screen (and obviously the online process cannot cope with such an anomaly)

[TimmyBGood]

@MrsMac9 

Incidentally an Optical Network Terminal is a mains-powered device rather than a socket.

 

It connects to the fibre-optic cable on one side (from the circular cover in the image above) and then over ethernet cable to the ISP router (not shown)

[MrsMac9]

Thanks Timmy for all your help. I've chatted with a SKY agent and he's escalated my issue to the Network team and I should have a response within 48-72 hours. I guess that the Engineer that comes out to instal the ONT Socket will also replace any of the copper lines from my property to the street.....

[TimmyBGood]

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@MrsMac9 wrote:

I guess that the Engineer that comes out to instal the ONT Socket will also replace any of the copper lines from my property to the street.....

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It's not exactly a replacement: they don't take away the redundant copper cables.

The BT Wholesale result you posted shows the fibre-optic cable would be coming from a pole rather than a duct ('Residential OH Feed')

The installation could be either a one or two stage process.

[MrsMac9]

Yes, the current cables come into my property via poles not ducting.