ONT BOX

[ChelseaFace9]

My new broadband is due to be live tomorrow and I've opened my package to check everything is there and my ONT box is fiber connection only and doesn't have an Ethernet port to connect my new hub too, what can I do? They told me I didn't need an engineer because I was already good with that I have and I'm not. 

[JimM1]

@ChelseaFace9 What ONT do you have that is only Fibre Optic only for connection! Are you currently on an Openreach or a City Fibre connection? You may wish to take a picture off your ONT and post it on the Forum!

Edit:- And if you are looking at VM then OR have a full install to get done if not done before hand, so you are NOT connecting to ANY VM system connections at all!

[TimmyBGood]

@ChelseaFace9 

All Openreach ONTs have at least one ethernet port because the reason for them to exist is to convert optical to ethernet signalling (and vixe-versa)

Are you perhaps looking at a Virgin Media coaxial cable termination unit?

[ChelseaFace9]

Yes that's what I'm looking at, I don't seem to have an ONT anywhere though so I'm confused?

[JimM1]

@ChelseaFace9 Has one ever been fitted before, sometimes they go walk about and leave the premises when not supposed to, tell tale, fibre cable is left hanging somewhere for it to be spotted, not fitted before then complete new install, engineers arriving to do it all and 4 hours off keeping them happy with tea and biscuits etc! The link below will quickly tell you if at least Fibre is available to your address!

Fibre Checker

[ChelseaFace9]

I've looked everywhere I can't for the life of me see anything anywhere than the corner where the other box was installed. Outside or in 

[JimM1]

@ChelseaFace9 Use the link above and check! Do we also take it that you are leaving VM to join Sky for your Broadband connection!

[ChelseaFace9]

Fiber is available to my address yeah and yes! I'm leaving VM and going to sky. When I set it up sky said I didn't need an engineer out and they'd just turn my broadband on tomorrow for me, all I had to do was plug everything in and of course, I can't! 

[JimM1]

@ChelseaFace9 Have you EVER had Openreach Fibre installed in the home before, or do you NOT know the answer to that question!

[ChelseaFace9]

YES I have, people before me were with BT and they had the ONT box on the wall which I remember being there but was replaced with this VM box which doesn't have any other connection ports or any other boxes around or near. 

[JimM1]

@ChelseaFace9 Why did you not say that before. VM are not supposed to touch OR equipment so same goes the other way.

As you now have nothing, you just have to wait, sky will take over tomorrow, you will have nothing and then you need to call SKY, wait in line and hope / pray they don't tell you someone will be with you in 21 day's or later to install and get you working this is not a fault off sky or OR, but you can thank VM if they did it to you!

[TimmyBGood]

@ChelseaFace9 

It's not unknown (but extremely naughty) for Virgin installers to deliberately remove Openreach ONTs.

Sometimes residents choose to remove ONTs subsequent to Virgin arriving.

Unfortunately as @JimM1 indicates, at this point you'll probably need to wait until the end of tomorrow and then report a failed remote activation due to the ONT not being there, and then endure what might be a considerably longer delay before a replacement can be fitted, particularly if the optical cable has been removed too.

[ChelseaFace9]

Ughhhh, that really sucks but nothing I can do about that I suppose! Thank you for your help! ☺️