No ONT

[annagorska]

We installed our new router on the 20/2 ready for activation, but found we have no ONT to install the router into. We now have no internet and no phone line, and we're in a rural area so I can't ring from a mobile. Has anyone else had this issue and how did they rectify it?

[JimM1]

@annagorska You say that you have NO ont, this us used for FTTP so is this the package that you ordered from sky, And was it assumed that this service was already there and available, and you were doing a self install.

[annagorska]

@JimM1 Yes this is correct - we ordered Full Fibre broadband with internet calls, the important information given ahead of time to the main account holder appears to assume that we have an ONT preinstalled.

[Laing1]

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@annagorska wrote:

We installed our new router on the 20/2 ready for activation, but found we have no ONT to install the router into. We now have no internet and no phone line, and we're in a rural area so I can't ring from a mobile. Has anyone else had this issue and how did they rectify it?

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@annagorska 

could you enter your full address below and post the table after removing your address from the image

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

[JimM1]

@annagorska Is there any possibility that there was one there before and now removed, or installation has still to be completed, if none apply, and you are past the install date, you need to call sky, inform them that it is missing and let them sort it out for you.

[annagorska]

[Laing1]

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@annagorska wrote:

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@annagorska from your sceen shot it appears that there has not been an ONT previously installed so this would need to be installed do you have a grey openreach box fitted to the outside of your property with a wire coming from a pole to it ? 

The box will look something like the picture below except my cable comes from the ground rather than a pole 

[TimmyBGood]

@annagorska 

The key line is marked here:

Openreach expect(ed) to bring an optical cable from a nearby phone pole, but there isn't (or wasn't) a clear route for that at time of survey.

As @Laing1 indicates, if the work was completed then you'd expect a drop-fibre arriving at the eaves and then going down an external wall to a CSP enclosure at ground level: this will be black cable with a thin yellow stripe.

[annagorska]

I've just checked and it looks like Sky have the wrong address for our house.

We are XXXXX Farmhouse and they have XXXXX Farm down, which is the property next door and are seemingly wired up for Fibre. It won't let me change to the right address online and the gent on the phone wanted a password I didn't know. 

It feels like it shouldn't be this hard to change internet provider!

[TimmyBGood]

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@annagorska wrote:

It feels like it shouldn't be this hard to change internet provider!

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An address mismatch is always a problem for any ISP.  Our own BT Ultrafast installation was significantly delayed because the property had two database entries (by house name and by house number) and FTTP availability was noted by Openreach against one but not the other.

Unfortunately given you don't have an ONT and the line of sight from the pole requires clearing prior to optical cable installation (usually by a specialist tree team with a cherry-picker), you're going to have to be patient even after an order goes through.

You may also have inadvertently triggered an attempted Sky takeover of broadband service at the farm....

[JimM1]

@annagorska If you are not the account holder, then sky are correct in not going any further in conversation with, get the account holder to call, pass security and have you added for talking to sky, otherwise it's a no go situation.