New build with no ont box

[samkikibaker]

We are the first people moving into a flat within a new development. The flat has loads of ethernet ports but it doesn't appear to have an open reach ont box anywhere. Our steps to try and connect our internet so far have been:

1. Plug in the power cable to the router and ensure it is powers on

2. Connect an ethernet cable from one of the yellow ports on the router to the ethnet port in the wall (we've tested all four ports on the router will all 5 ethenet ports in the flat)

3. Connected devices via WiFi

The devices say "connected without internet". Our activation date was yesterday and I've received a text saying it went was activation but the tests failed. The sky customer service says we need to find the ont box but there definitely isn't one in the whole flat. Is it strictly necessary to have one to be able to Connect? There are also phone lines next to the ethernet ports in the walls , do we need an adapter from ethenet to be able to use this instead?

Many thanks in advance 

[cookiemonsteruk]

@samkikibaker 

If you have ordered ultrafast broadband from sky the openreach will install the ont on you activation date

Could you enter your full address below and post the notes under the availability table

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

[TimmyBGood]

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@samkikibaker wrote:

Is it strictly necessary to have one to be able to Connect?

Yes, unless the building has other arrangements, in which case you wouldn't have been able to order domestic FTTP

There are also phone lines next to the ethernet ports in the walls , do we need an adapter from ethenet to be able to use this instead?

Such ports aren't relevant to FTTP, although their presence may indicate that the developer is confused about how such things are supposed to work (which unfortunately isn't unusual)

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[samkikibaker]

Hi - thanks for your response. See below for the notes under the availability table:

Our records show the following FTTP network service information for these premises:-Multi Dwelling Unit Residential UG Feed with no anticipated issues.

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

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

do we need to request open reach install ont? If so how do we do that?

[cookiemonsteruk]

@samkikibaker 

Openreach seem to think there is one

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

 

with new builds most developers will have one installed. Double check again if still no then we can escalate