Swap from Virgin

[David560]

Hello. Trying to make direct contact with Sky. My activation date is today, changing from Virgin. However my connection from the ONT is different from the ethernet cable provided with my Sky hub. I need this to be made compatible. Could I get info on how to get this sorted? Thanks. 

 

[GD1]

@David560  The Openreach/CityFibre ONT only uses ethernet from it to the hub, it looks like your still trying to use Virgin Media's connection, which you can't

[TimmyBGood]

@David560 

Virgin coaxial cable only carries Virgin broadband and Virgin television to Virgin subscribers (and uses a cable modem rather than an Optical Network Terminal)

As @GD1 indicates, such a connection definitely cannot be a bearer for Sky Broadband, which uses Openreach and CityFibre infrastructure.

Depending on which Sky Broadband service you've ordered, you need either an Openreach master socket (for ADSL, FTTC and G.fast) or an Openreach or CityFibre ONT (for FTTP)

Unfortunately it's not unknown for properties previously supplied by Virgin to have had their Openreach boxes removed, which other ISPs will be unaware of until reported by a new occupant.

It's also possible that you're now waiting for a new Openreach FTTP installation.

[TimmyBGood]

@David560 

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.

[David560]

Thanks. Appreciate the help. I'm waiting on the phone with Sky as it's obvious I'll need an Openreach engineer to visit. Having checked via the link. Looks like the infrastructure is fine but need the ONT installed?

Having spoken with the Sky help person they are saying there is nothing they can do and aren't able to change it over for me which I find astonishing. 

I'm also trying to post the image of my results but don't appear to have yhe image attachment option on the post now!

[David560]

Image here:

 

[TimmyBGood]

@David560 

'ONT exists with active service'

That's why Sky thought remote activation was possible: unfortunately it's far from unknown for previous occupants to remove ONTs when they move out., or conceivably it was removed to make way for the Virgin hardware.

Try looking around the outside of the building for evidence of cable entry: inside there should be a thin white fibre optic cable with a rectangular green jack plug.

[David560]

Thanks again. I think I do have that cable inside that you refer to:

 

[JimM1]

@David560 That's NOT the cable, it is only the VM unit with all the coax connection side, but you would be looking at a small fibre cable connection and a box similar to this picture link below! Picture will take a little time to clear for you to view!

OR FF500 Install inside Roof space, Green connector on the RHS is the Fibre cable...

[TimmyBGood]

@David560 

The ONT unit varies in design but the green jack is standardised (technically it's SC/APC)

 

[GD1]

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@David560 wrote:

Thanks again. I think I do have that cable inside that you refer to:

 

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Thats not an Openreach/City Fibre ONT, thats a Virgin media one for their FTTP (RFoG) service.

[David560]

Thanks. I've decided to contact Sky and cancel my contract. They tell me they can't provide an Openreach engineer to sort it so therefore I don't have a Sky connection, so no point paying for it. The operative on the phone had very poor knowledge. 

Thanks again for your help. 

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@TimmyBGood wrote:

@David560 

The ONT unit varies in design but the green jack is standardised (technically it's SC/APC)

 

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@TimmyBGood wrote:

@David560 

The ONT unit varies in design but the green jack is standardised (technically it's SC/APC)

 

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[JimM1]

@David560 It's one off those, the address BTW you posted up say's it's all there ready to connect no issues slam dunk throw it in and over/out.

So if the database is all wrong there is nothing that any ISP using you address can do as they will all hit the same brick wall.

Virgin is a complete different connection system and it is sometimes that is all available captive market. Sky CS looks at the screen say's on the computer you are good to go that is all they can do, nothing else!