ONT won't power up

[#1]

Hello, I have been on the FTTP trial in Milton Keynes since around 2010 and this morning after a power outage I can't get the ONT to power up. Might seem a daft question but do I just call Customer Services? I am unsure if they can support the FTTP trial?
Regards
Howard

[#2]

Hi Howard.

Sorry to hear that your ONT box won't power up.

If you've done the usual checks like making sure the cables are firmly plugged in and you've checked the power socket/tried a different one if you can, could you reply to this ticket with your availability for an engineer visit, so we can replace it for you?

Drop us a reply over here once you've responded to the ticket and we'll be happy to pick it up for you.

[#3]

Hello

I have replied to the ticket, the ONT powers up at my friend's house with his adaptor but it doesn't with my adaptor.
Is it possible to send an adaptor?
I have attached a photo.
Regards
Howard

[#4]

Hi Howard.

I'm glad that you've found the cause of the problem, but unfortunately we're unable to send out any hardware accessories(Apart from a microfilter, though that's not relevant here), so we'd need to arrange an engineer to replace it themselves.

[#5]

Hello
I have put my availability on the ticket.
Thanks very much
Howard

[#6]

Thanks Howard.

I've updated your ticket now.

[#7]

I am just updating this ticket so that other users can see the excellent customer service you have provided. An engineer will be with me tomorrow morning, brilliant. 👍
Cheers
Howard

[#8]

No problems Howard.

Fingers crossed the engineer can source a new adapter tomorrow.

Let us know how it goes.

[#9]

Good morning
The BT engineer has just left and my issue has been fixed. He said he likes easy jobs like mine! 😊
Thanks again for your support.
Cheers
Howard

[#10 · Accepted solution]

Excellent, thanks for the update Howard.
It’s good to see that this was a nice easy fix for the engineer and you’re back up and running quickly.
No problems at all, if you need any further help feel free to let me know over here.
Cheers -Anoush