topic Re: Engineer unable to install ONT module in Broadband

Engineer unable to install ONT module

lczerniawska — Mon, 30 Jun 2025 07:51:05 GMT

Hi all,

We live in a building that's made up of 4 flats. We own our 1st floor flat by mortgage, but the rest of the building is owned by a housing association.

Up until now we've been using a copper connection since our building doesn't have any fibre wiring installed. A few years ago fibre cables have been pulled alongside our building, but never connected to our building. Because of that all ISPs offer only Full Fibre deals. We ordered a Plusnet Full Fibre contract since our old NowTV contract was running out.

Engineer isn't able to install the ONT module in our flat as the building needs to first have cables run inside the ducts upstairs and that isn't possible without the housing association's involvement. The housing association is downright awful and we aren't able to contact them to arrange someone to let the engineers do this. It's also a much bigger job than 1 engineer can handle as cables need to be pulled through from the junction outside our house, to the basement in a cupboard we don't have access to and then the cables need to be fed through to all the flats and have an access box installed outside the flat doors.

Even though we have a Full Fibre contract (and the changeover date is tomorrow), if I plug in our newly received Plusnet router to the copper socket, will it work? I really don't want to be left without internet due to the housing association's incompetence.

Re: Engineer unable to install ONT module

MisterW — Mon, 30 Jun 2025 07:59:34 GMT

Even though we have a Full Fibre contract (and the changeover date is tomorrow), if I plug in our newly received Plusnet router to the copper socket, will it work? I really don't want to be left without internet due to the housing association's incompetence.

If the Full fibre install failed, then your existing connection SHOULD continue. Who is your existing copper connection with ?

Re: Engineer unable to install ONT module

lczerniawska — Mon, 30 Jun 2025 08:06:01 GMT

Existing connection is with NowTV. Contract has ran out though and they're going to start charging extortionate fees if I don't change

Re: Engineer unable to install ONT module

MisterW — Mon, 30 Jun 2025 08:26:07 GMT

In that case , your existing Now TV connection should continue to work.

if I plug in our newly received Plusnet router to the copper socket, will it work?

No. The Plusnet order is for Full fibre and is delayed.

I'm afraid you will need to get onto the housing association. It sounds like it not going to be a quick process to get FF installed.

Re: Engineer unable to install ONT module

bmc — Mon, 30 Jun 2025 08:38:55 GMT

@lczerniawska

Apart from anything else you're doing, I would suggest you speak to the tennents of the other 3 flats. If they want Full Fibre, now or in the future, then they need the cable run as much as you do.

Hopefully they can put pressure on the management company.

Brian

Re: Engineer unable to install ONT module

Baldrick1 — Mon, 30 Jun 2025 10:22:51 GMT

@lczerniawska wrote:
Existing connection is with NowTV. Contract has ran out though and they're going to start charging extortionate fees if I don't change

I would consider talking to the Customer Options Team on 0800 013 2632 and explain the problem. Ask for your current FTTP order to be swapped to SoGEA FTTC. Once this is up and running ask Plusnet to upgrade you to FTTP, which they will do in exchange for restarting the contract.