topic FF service activation without ONT in My Order

FF service activation without ONT

Ffmagic — Fri, 05 Jan 2024 19:35:20 GMT

Hi, I have a service activation date for full fibre (145) in 2 weeks time but I'm advised this will be done without an engineering visit. I don't have an ONT and have never had an ONT ever installed. Received text from openreach saying the service can still be activated and to contact my service provider to schedule an ONT install once the service has been activated. Can the service be activated without an ONT? And why am I advised to wait until after service activation before contacting Plusnet.... Isn't this just going to delay my install by another 2 weeks? Does this mean openreach records are wrong for my address...and if so, how does this get corrected?
Thanks

Re: FF service activation without ONT

jab1 — Fri, 05 Jan 2024 19:45:35 GMT

@Ffmagic Just because I'm curious - have you ordered Full Fibre via Plusnet or some other route?

AFAIK, the service cannot be activated until the ONT is installed and the cables connected.

Re: FF service activation without ONT

Ffmagic — Fri, 05 Jan 2024 19:48:13 GMT

Yes, ordered via plusnet.
So sounds like activation date will come and go and nothing will happen unless there's an intervention somewhere.

Re: FF service activation without ONT

jab1 — Fri, 05 Jan 2024 19:52:09 GMT

Very strange - if you ordered it via PN, then Openreach appear to be giving you wrong information, as Plusnet will have placed the order with them, and that order will include the ONT and associated cabling installation.

Re: FF service activation without ONT

MisterW — Fri, 05 Jan 2024 19:58:38 GMT

@Ffmagic have you recently moved to this property ? and is this the first time you've ordered broadband since that ?

Re: FF service activation without ONT

Ffmagic — Fri, 05 Jan 2024 20:02:30 GMT

No, I've lived here 20+years. I currently have FTTC via Vodafone. Fibre optic cable is outside my front door ready to be connected. Full fibre has been available for a couple of years in my area.

Re: FF service activation without ONT

MisterW — Fri, 05 Jan 2024 20:20:14 GMT

Thanks for the reply., in that case it just doesn't make sense. I was thinking that if you'd just moved, then previous occupant may have taken ONT with them but that's obviously not the case.

You need to call Plusnet and get them to sort out what's happening.

For a full fibre install an Open reach engineer will install a grey box called a CSP on the outside of your house and connect the fibre to it. At the same time they run a fibre from the CSP through the wall and install and connect the ONT .

Unless you already have the CSP and ONT then there's no way they can activate it!!

Something is very confused with your order...

Edit: unless of course Openreachs database is wrong and it says you already have an ONT. In which case it's a ' computer says there's an ONT' therefore there must be!!

Re: FF service activation without ONT

jab1 — Fri, 05 Jan 2024 20:18:33 GMT

That's what I thought, too, @MisterW .

Re: FF service activation without ONT

Ffmagic — Fri, 05 Jan 2024 20:27:26 GMT

So somehow someone needs to schedule an engineer to do an install. Any idea how to make this happen when everyone seems to think I have already have an ONT installed? I am 100% sure there is no ONT, nor has there ever been an ONT at my address. Seems someone's records are wrong and need correcting before I will get an install done... Is this correct? Any idea how to move this forward so I actually get an engineer visit and a useable service within a reasonable timescale?

Re: FF service activation without ONT

jab1 — Fri, 05 Jan 2024 20:29:26 GMT

@Ffmagic See @MisterW 's reply at post #7. Plusnet have to sort this.

Re: FF service activation without ONT

Ffmagic — Fri, 05 Jan 2024 20:31:02 GMT

Thanks for responses, I've just read. I'll call PN tomorrow...and update everyone. This can't be the first time this has happened.

Re: FF service activation without ONT

jab1 — Fri, 05 Jan 2024 20:35:06 GMT

This can't be the first time this has happened.

It's the first time I've seen it.

Can you post the content of the message you received - without any personal details?

Re: FF service activation without ONT

MisterW — Fri, 05 Jan 2024 20:36:10 GMT

What does the.BT wholesale checker https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome show for your address, particularly the narrative below the product availability results

Nb redact any personal information such as address before posting any screen print

Re: FF service activation without ONT

Ffmagic — Fri, 05 Jan 2024 21:27:22 GMT

Here you go....have you found the issue... ONT EXISTS WITH ACTIVE SERVICE!

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG premises served by 2.5 Inch plastic duct 56.

ONT exists with active service. No spare ports are available. A new ONT may be ordered.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Thank you for your interest

Re: FF service activation without ONT

jab1 — Fri, 05 Jan 2024 21:29:49 GMT

Looks like Openreach's records are, shall we say, incorrect.

Re: FF service activation without ONT

dvorak — Fri, 05 Jan 2024 21:36:42 GMT

Moderators Note

This topic has been moved from Full Fibre to My Order

Re: FF service activation without ONT

MisterW — Sat, 06 Jan 2024 08:00:46 GMT

@Ffmagic ONT exists with active service

Yup, computer says there's an ONT, and with active service???

Normally, in this situation I'd suggest that , if the person has recently moved to the property, that they go searching for the CSP box and missing ONT, but since youve lived there for 20yrs I'd be sure that you'd have noticed if. Openreach had sneaked in when you weren't looking and installed it😁 .

That would explain why they (Openreach) believe that activation can go ahead. Normally if the system says there's an ONT, but with no active service, then the ordering procedure will attempt to test the ONT. Obviously where there isnt actually one there, it will fault and the order is changed to a normal install. In your case it thinks an active service exists, therefore doesnt need to test.

Bottom line is you need to talk to PN. I suspect whats likely to happen is that the activation is left to continue, then when completed its obviously not going to work as there's no actuall fibre connection. At that point PN will raise a fault and send an Openreach engineer, who will be very surprised when he/she arrives to find no fibre connection!!!

The main problem with this approach is that you are going to be left without internet whilst Openreach arrange for the fibre to actually be installed, since your existing FTTC connection will has been ceased.

Hopefully someone at PN can beat some sense into OR before this happens and get them to possibly survey before going through with activation.

Re: FF service activation without ONT

MisterW — Sat, 06 Jan 2024 08:50:55 GMT

and the other problem with continuing the activation is:-

A Full fibre service at an address is attached to a specific ONT serial number. Given that the system believes there's an active service, one must assume that someone else nearby actually has the service associated with the ONT in question. If your activation continues, its going to cut off someone else's Full fibre service!

@Ffmagic is there historically any confusion regarding house numbers/names or postcodes for your address ?

Re: FF service activation without ONT

Ffmagic — Sat, 06 Jan 2024 14:06:10 GMT

Had extensive discussion with plusnet... They have scheduled an engineer visit on activation day.
So let's see what happens on the 18th Jan.
I'm keeping my fingers and toes crossed it all works out.

Re: FF service activation without ONT

jab1 — Sat, 06 Jan 2024 14:08:04 GMT

Let us know.