topic Re: Plus Net Assuming I have a ONT Device in My Order

Plus Net Assuming I have a ONT Device

greathassan — Thu, 13 Nov 2025 22:18:07 GMT

Hi all,

I hope everyone is doing well.

I have recently moved to a rented flat. I looked around the house but could not find any ONT device or any fiber wire entering the flat.

I made the initial payment for Plus Net 900 connection today, and got a message and email telling me that my ONT device is currently showing as off and I should turn it on when the router arrives. However, as I said there is no such device present at the home. I tried asking the agency who let me this flat, and they couldn't answer it.

It is a house with two flats, one is upstairs, no one lives there. It might be that flat that has the device, i was not able to put a specific flat when placing the order.

What should I do now?

Best Regards,

Hassan

Re: Plus Net Assuming I have a ONT Device

Baldrick1 — Thu, 13 Nov 2025 22:33:37 GMT

Moderator's note:
Thread moved from Full Fibre to My Order

Re: Plus Net Assuming I have a ONT Device

pvmb — Thu, 13 Nov 2025 23:01:24 GMT

Assuming you have no available phone number for your flat. You could, if you wish, possibly look into this further if the two flats have definite and separate addresses.

Enter the address of your flat here to find its UPRN: https://www.findmyaddress.co.uk/search

Put your premise's UPRN into the BT Broadband Availability Checker to see what BT/Openreach have on record for your flat: https://www.broadbandchecker.btwholesale.com/#/ADSL

Or, more simply, just put your address in here: BT Broadband (btwholesale.com)

Re: Plus Net Assuming I have a ONT Device

greathassan — Thu, 13 Nov 2025 23:06:12 GMT

Thank you for this, very helpful. I got the following response after following these instructions. Highlighted part relevant to ONT.

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with Line of sight problems Trees.

ONT exists with no active service. A spare port is available. A new ONT may be ordered.

As a fibre priority exchange, FTTP has priority over other products if available at the address

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.

This site is in an FTTP priority area where FTTP is available but exceptionally SOGEA will also show as available to order but only at Non-Standard Premises (NSP) such as Hot site, Uninhabitable and Temporary locations. Migrations of WLR Solus (voice-only lines) is also allowed but only for SOGEA 0.5Mbps bandwidths. SOGEA 40/10 bandwidths order is also allowed.

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.

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

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

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: Plus Net Assuming I have a ONT Device

MisterW — Fri, 14 Nov 2025 07:24:11 GMT

@greathassan Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with Line of sight problems Trees.

It sounds like the two flats dont have separate addresses. When a building is converted to flats , the local authority should have allocated different UPRN numbers to each of the flats, is that not the case ?

Re: Plus Net Assuming I have a ONT Device

Champnet — Fri, 14 Nov 2025 07:38:00 GMT

@greathassan If it's an overhead feed have a look outside. Look for the telephone pole, follow the cables & see where they go.

Re: Plus Net Assuming I have a ONT Device

jab1 — Fri, 14 Nov 2025 08:30:27 GMT

@MisterW wrote:

@greathassan Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with Line of sight problems Trees.

It sounds like the two flats dont have separate addresses. When a building is converted to flats , the local authority should have allocated different UPRN numbers to each of the flats, is that not the case ?

Reading the Checker result, it appears that you are correct - OR have it down as a 'normal' house.

Re: Plus Net Assuming I have a ONT Device

Baldrick1 — Fri, 14 Nov 2025 09:00:34 GMT

I would say that: 'Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with Line of sight problems Trees' is more definitive than 'appears'. The question has to be the cause of the mismatch in records.

@greathassan Is this a recent conversiom of a house into flats? I can see this being an issue until records are corrected. Hopefully this is just an oversight or delay in records being updated. The alternative could open a big can of worms.

Re: Plus Net Assuming I have a ONT Device

greathassan — Fri, 14 Nov 2025 13:18:16 GMT

Thanks all for the help. I received an email from Open reach, I put that "ONT is missing or damaged", and they have set up an engineer appointment for first week of December. Hopefully when they come, they'll be able to fix this.

Re: Plus Net Assuming I have a ONT Device

MisterW — Fri, 14 Nov 2025 13:51:01 GMT

@greathassan did you do as @Champnet said and check where the overhaed cables are routed ?

I put that "ONT is missing or damaged", and they have set up an engineer appointment for first week of December. Hopefully when they come, they'll be able to fix this.

From what you said earlier, it would seem that it may well be the flat above that has the fibre installed. if that is the case then the engineer may not be able to sort it. From your 'ONT missing/damaged' reply to OR he/she will likely expect just to replace the ONT. If there's actually no fibre installed then they will have to reschedule another engineer to do a full install.

Re: Plus Net Assuming I have a ONT Device

greathassan — Fri, 14 Nov 2025 14:44:21 GMT

Hi,

@Champnet and @MisterW Thanks for the help.

I checked outside and saw these 2 boxes on the outside (pictures attached). The second one does say "open reach" on it. So it seems they did provide a connection here in the past. The wire from this is entering the front room on my flat from outside, but there is no wire on the inside, probably blocked during repaint. It is also going up to the other flat.

Re: Plus Net Assuming I have a ONT Device

MisterW — Fri, 14 Nov 2025 14:46:38 GMT

@greathassan well the first one is an NTL cable box, so nothing to do with fibre.

the 2nd one MIGHT be a Fibre CSP (customer splice point) but do any of the cables from that go into your flat ? it looks like one cable might be from the pole and the other might be going up to the upstairs flat.

If that CSP was for your flat I'd expect a cable (with a green connector) inside the flat opposite the box on the outside wall ?

Re: Plus Net Assuming I have a ONT Device

MisterW — Fri, 14 Nov 2025 14:56:08 GMT

@greathassan I suggest you establish the correct UPRN numbers for the two flats. If the site linked previously doesnt show them, then I suggest you contact the letting agent as they ought to know.

Once you have the correct UPRN for your flat , then check the BTw availability using that ( and also check the upstairs flat with its UPRN )

Re: Plus Net Assuming I have a ONT Device

greathassan — Fri, 14 Nov 2025 14:58:49 GMT

@MisterW There is no cable from this box inside the flat. I am attaching a few pictures below to show this:

In the below image, it looks like the cable is entering the ground floor flat near window and going upwards towards the upper flat.

In this image, this is the inside of the room where the wire looked like it is entering, but there is nothing on the inside.

Below image shows the wire going up towards the top flat. Or it might be the wire coming from the pole to the box.

Re: Plus Net Assuming I have a ONT Device

MisterW — Fri, 14 Nov 2025 15:01:33 GMT

@greathassan that cable going in near the window looks like its coming from the NTL box rather than the Openreach one ? is that correct ?

Looks like the Openreach one is only feeding the upstairs flat ?

Re: Plus Net Assuming I have a ONT Device

greathassan — Fri, 14 Nov 2025 15:02:23 GMT

@MisterW Thanks for this. I just checked the UPRN number for the first floor flat and it gives a different result.

On the results it says "FTTP is not available.".

However for my flat (ground floor flat). It gives following results:

"Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with Line of sight problems Trees.

ONT exists with active service. A spare port may be available or a single port ONT may be swappable to a multiport ONT. A new ONT may be ordered."

Re: Plus Net Assuming I have a ONT Device

jab1 — Fri, 14 Nov 2025 15:03:14 GMT

Looks that way to me, too @MisterW .

Re: Plus Net Assuming I have a ONT Device

greathassan — Fri, 14 Nov 2025 15:05:48 GMT

@greathassan wrote:

@MisterW Thanks for this. I just checked the UPRN number for the first floor flat and it gives a different result.

On the results it says "FTTP is not available.".

However for my flat (ground floor flat). It gives following results:

"Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with Line of sight problems Trees.

ONT exists with active service. A spare port may be available or a single port ONT may be swappable to a multiport ONT. A new ONT may be ordered."

I am thinking maybe that someone from the top flat got the connection, but UPRN number for the ground floor flat got registered for that, hence the confusion.

Re: Plus Net Assuming I have a ONT Device

MisterW — Fri, 14 Nov 2025 15:09:35 GMT

@greathassan that's confusing!. In that case, I think you're just going to have to wait and see what the engineer makes of it!

edit:

I am thinking maybe that someone from the top flat got the connection, but UPRN number for the ground floor flat got registered for that, hence the confusion.

That was my thought, or it was installed before the conversion to two flats and the downstairs flat now has the original UPRN

Re: Plus Net Assuming I have a ONT Device

bmc — Fri, 14 Nov 2025 16:52:33 GMT

@greathassan

There may well be a records mis-match on the OR database.

I think you're just going to have to wait until the OR engineer shows up and has a look, unless a member of staff picks this up and checks records "behing the scenes" so to speak.

When the engineer is there you can speak to them regarding the location of the ONT in your property - just be aware it needs to be within one metre of a power source.

Also, I assume you have your landlords permission to install FTTP - might be another hicup once the address is sorted if OR need a wayleave signed.

Brian