topic Re: New user - unable to found the Openreach ont in Broadband

New user - unable to found the Openreach ont

yu93041 — Sat, 14 Oct 2023 09:14:30 GMT

I’d received the hub two set today, but not including the Openreach ont box, and I also can’t found the ont box at my house.

What can I do ?

Re: New user - unable to found the Openreach ont

jab1 — Sat, 14 Oct 2023 09:18:11 GMT

First question - have you actually ordered Full Fibre (FTTP) or Fibre To The Cabinet (FTTC)? Have you been given an installation/activation date?

Welcome to the forums BTW

Re: New user - unable to found the Openreach ont

yu93041 — Sat, 14 Oct 2023 09:24:04 GMT

I’ve order Plusnet Hub Two FTTP set, customer service from the online chat said no need do any installation like drilling after checked.

Re: New user - unable to found the Openreach ont

jab1 — Sat, 14 Oct 2023 09:27:45 GMT

I'm a little confused here - forgive me - but exactly what have you ordered? If it is FTTP, OpenReach will have to fit you the ONT, you should have been given a date for this.

Re: New user - unable to found the Openreach ont

yu93041 — Sat, 14 Oct 2023 09:32:15 GMT

I’m also confused. I’d received the sms from plusnet said

“ The engineer appointment to activate your broadband service is confirmed for 18/10/2023 between 08:00 - 13:00.”

On the other hand, email from Plusnet said, no need engineer come to installation.

Re: New user - unable to found the Openreach ont

jab1 — Sat, 14 Oct 2023 09:35:52 GMT

This sounds like you have ordered FTTC - which uses your telephone master socket. The engineer appointment is for external work at the green cabinet, to activate the fibre connection/connect you into the cabinet.

Re: New user - unable to found the Openreach ont

yu93041 — Sat, 14 Oct 2023 09:42:43 GMT

That’s mean the Openreach ONT box will come with the engineer on 18/Oct?

Re: New user - unable to found the Openreach ont

jab1 — Sat, 14 Oct 2023 09:50:17 GMT

No - if - as I suspect, you have ordered FTTC, then the the engineer will do whatever connection work is required at the street cabinets, and once OpenReach advise Plusnet that the work is completed, Plusnet will advise you of your activation date.

As I have said before, your question is difficult to answer, as I am still not sure which product/service you have ordered. Again, assuming it is FTTC, your Hub connects to your phone master socket.

We really need staff assistance on this, but unfortunately, it appears none are on line presently.

Re: New user - unable to found the Openreach ont

Mustrum — Sat, 14 Oct 2023 09:56:22 GMT

@yu93041 If you have a landline phone number use it, if not use the address to check what services are available. https://www.broadbandchecker.btwholesale.com/#/ADSL

Post the results, hiding your phone/address details.

Re: New user - unable to found the Openreach ont

jab1 — Sat, 14 Oct 2023 10:00:34 GMT

@Mustrum The OP has placed an order - obviously - but is unclear as to what product they have ordered. We really need staff help here.

Re: New user - unable to found the Openreach ont

Mustrum — Sat, 14 Oct 2023 10:04:40 GMT

@jab1 yes I know, but it is easy to get confused with the new PN names - chances are they ordered Fibre thinking it was FTTP - the DSL checker results will show what is available.

Re: New user - unable to found the Openreach ont

jab1 — Sat, 14 Oct 2023 10:06:34 GMT

Fair enough - but it won't tell us what thy have actually ordered.😉

Re: New user - unable to found the Openreach ont

Dan_the_Van — Sat, 14 Oct 2023 10:09:37 GMT

@yu93041

have you ordered

"Full Fibre" - this uses fibre optic cable to your property and will require a ONT installed by Openreach. Openreach supply the ONT

"Fibre" - this uses the copper cable which would be used by a landline phone. No ONT is required for this service as it uses the openreach master socket.

Plusnet usually arrange to have the Hub delivered a couple of days before the installation.

Re: New user - unable to found the Openreach ont

Mustrum — Sat, 14 Oct 2023 10:21:12 GMT

@jab1 If FTTP is available it is likely that copper based services will not be available.

Re: New user - unable to found the Openreach ont

jab1 — Sat, 14 Oct 2023 10:23:36 GMT

@Mustrum , @Dan_the_Van , the OP is offline, so I doubt we'll get any further with this.

Re: New user - unable to found the Openreach ont

yu93041 — Sat, 14 Oct 2023 11:32:00 GMT

My order is “ Full Fibre 500” “ Plusnet Hub Two FTTP”

And I saw my home have a fiber cable with a small green connector only, no any device.

Re: New user - unable to found the Openreach ont

RobPN — Sat, 14 Oct 2023 12:00:38 GMT

@yu93041 wrote:

And I saw my home have a fiber cable with a small green connector only, no any device.

@yu93041

In that case it appears the ONT has been unofficially removed by a previous occupant, which means you actually will require a visit to replace it.

Re: New user - unable to found the Openreach ont

yu93041 — Sat, 14 Oct 2023 13:06:31 GMT

May I know how to order this. ?

From Plusnet or Openreach ?

Re: New user - unable to found the Openreach ont

Dan_the_Van — Sat, 14 Oct 2023 13:15:56 GMT

I suggest you phone plusnet Customer Options Team on 0800 013 2632 and let them know there is not a ONT in your property

Explain you have cable with a small green connector only, no ONT device.

Re: New user - unable to found the Openreach ont

bmc — Sat, 14 Oct 2023 13:33:12 GMT

@yu93041

If you can take a picture of the cable you've found and the wall behind it and post it on here. You can use the menu to do so - the rectangle box with what looks like a mountain in it.

That would confirm a missing ONT andwould be available for PN staff to look at if required.

Brian