topic Re: ONT power supply missing, is it okay to use my own? in My Order

ONT power supply missing, is it okay to use my own?

joshuagregory — Sat, 25 Oct 2025 13:21:19 GMT

I recently moved flats and got full fibre broadband with plusnet, but when I arrived at my new property there was no power supply powering the ONT box, it was missing. So my guess is the previous tenant took that with them when they shouldn't have?

I needed an internet connection for work, so luckily I had my own spare 12V power supply I could use, and that has been working fine without any issues for over a week.

For me now there's no real problem, but I believe there should have already been a power supply for the ONT box plugged in, and I shouldn't have needed to use my own one. When I eventually move out I will want to take my power supply, but then there wouldn't be one left behind for the next person.

So I'm wondering who's responsible for supplying the ONT power supply, plusnet or openreach? And whether they would send one here to I could swap it over.

Re: ONT power supply missing, is it okay to use my own?

jab1 — Sat, 25 Oct 2025 13:31:00 GMT

@joshuagregory Do you mean the cable and plug from the ONT to your own 240v domestic supply? Either way, your first contact should be Plusnet - OR do not deal directly with end-users.

Re: ONT power supply missing, is it okay to use my own?

Baldrick1 — Sat, 25 Oct 2025 13:52:25 GMT

@joshuagregory Welcome to the Plusnet Community Fora.

@jab1 is correct. Whilst the ONT and its PSU are both part of the installation, and is owned by Openreach, you need to contact them via Plusnet.

The proper procedure should probably have been for you to leave it disconnected, reported a 'fault', and waited for an Openrach engineer to come and 'fix' it by providing a replacement.

To be honest I suspect that getting a replacement now will be problematic. Depending on whether you think it is worth the hassle of chasing this now, I would either leave it the same when you leave or sacrifice your spare PSU,

Have you thought of complaining to your landlord that the previous tenant has stolen the Openreach ONT PSU, so you will not be leaving one when you leave? At least you then have it recorded.

Re: ONT power supply missing, is it okay to use my own?

lahbrannan1 — Mon, 27 Oct 2025 11:55:21 GMT

Hi @joshuagregory

Thank you for your recent post, I am sorry to hear of the issues you have been having with the ONT at the premises.

The idea is that the previous occupants of properties are supposed to leave the ONT power supply behind when vacating however we have seen scenarios where people are removing them.

I have checked your account and it seems you have managed to get online, we can send out an Openreach engineer if you like to supply and install the power adapter.

Please let me know how you would like to proceed at your earliest convenience, I would like to extend my apologies for any inconvenience caused in the meantime.

Thanks

Lee

Re: ONT power supply missing, is it okay to use my own?

joshuagregory — Mon, 27 Oct 2025 17:59:26 GMT

Thanks for the responses guys.

I have PMd you @lahbrannan1

Re: ONT power supply missing, is it okay to use my own?

joshuagregory — Thu, 30 Oct 2025 11:32:29 GMT

Openreach engineer came round with a new power supply, replaced, and internet is working fine. Now I have my old power supply back. All good.