topic Re: ONT installation in My Order

ONT installation

mabeltime — Tue, 01 Nov 2022 10:46:30 GMT

An engineer came here on Friday (28th) and was able to install the box internally, but said that he'd need to call out someone else to climb a telephone pole and sort the wires out because the flat didn't have an ONT connection. Not entirely sure what any of that meant but was told they'd come by in the next 48 hours. But now it's the next Tuesday (1st) and no one's come??

Do I need to be home for this kind of installation/ONT connection? How long do these things usually take?

Re: ONT installation

bmc — Tue, 01 Nov 2022 10:49:51 GMT

@mabeltime

They need to run a fibre cable from the pole to an external box on your wall and then connect to the internal ONT.

You probably need to be at home uless the external box was installed on the first visit.

Brian

Re: ONT installation

mabeltime — Tue, 01 Nov 2022 10:52:37 GMT

@bmc thank u! Is the external box usually on the other side of the wall from the internal box? Is there a way I can check?

Re: ONT installation

bmc — Wed, 02 Nov 2022 14:21:05 GMT

@mabeltime

Any word on your install yet?

Apart from the obvious of looking on the wall outside is there cable running from the internal wall to either the Master Socket orf a new hole in the wall.

Brian

Re: ONT installation

TheMightyAJ — Thu, 03 Nov 2022 15:30:42 GMT

Hey @mabeltime,

I'm sorry to hear that there's not been an update sent to you on this yet. I've had a look over this today and our suppliers are estimating that, due to the work required to complete the install, the orders may complete on the 30th of November. I can see that our Provisioning Team are monitoring this case and will provide a further update when it becomes available. If you have any additional queries in the meantime then please don't hesitate to get back in touch and we'll be happy to assist.