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Openreach ONT box questions

Bobbidy57

Casual Member
Hello Everybody,

I live in a new build estate serviced by Openreach

The ONT has been online for some time. The LEDs are on as follows:

Power: Solid Green
LOS: Off
PON: Solid Green

Despite a lot of back and forth I cannot place an order with any provider. Apparently this is something to do with a manual address update. When I’ve spoken to ISPs the general feedback has been “oh, that’s really strange” - so not terribly conclusive!

Could anyone speculate as to what the issue may be here and how long such a problem would take to resolve?

I’d read some horror stories about no capacity in exchanges or the CBT box. Can I assume that the solid PON is a good sign from that perspective and that this really is just a system admin issue to correct my address? It’s houses as opposed to flats and all my neighbours have service.

Thanks
 
PON light solid and LOS off is a good sign. That effectively means that you are correctly connected to the network and your ONT has connectivity up to the OLT (headend) at the exchange.

What does the BT Wholesale checker say for your address?

Specifically the line in the table for WBC FTTP *and* the explanatory text beneath the table which should confirm the ONT is present.
 
Thanks for your reply.

The checker says:

"Your address has been successfully matched; however we cannot determine ADSL availability at this address. Please try the Telephone Number or Postcode Checker."

It does not show anything else, and no line for WBC FTTP.

Going to the postcode checker, and then selecting my address, gives the same response.

My next door neighbours address shows:

WBC FTTP Up to 1000 down / 220 up

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG Feed with no anticipated issues.

ONT exists with active service. No spare ports are available. Network is at capacity so a new ONT cannot be ordered.


That second bit there is concerning but presumably not the issue since I have the steady PON. Plus, since I don't actually get a result, I guess it does feel like an addressing matter...at least for now?
 
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ONT exists with active service. No spare ports are available. Network is at capacity

sounds like they can't hook you up due to capacity? I think you need to as openreach about it. If you don't get anywhere send me a private message and i'll give you the email of their head of fibre team (don't want to put it in here due to spam etc) could also be you just need to wait.
 
Thanks for that. Is it possible that I could have an ONT in my house with a solid green PON but no capacity is available to provide actual broadband service? There are house numbers both lower and higher than mine that have service as normal (and who are blissfully unaware of how painful it is when you can't order!)

I've spoken to Openreach who have said it's an addressing issue, but that is all I have - they said the physical installation is fine and once my address 'syncs' I can place an order...but this was weeks ago that it was said which is why I am starting to move from feeling a bit inconvenienced, to wondering if the problem is much bigger than they have so far said.
 
ONT exists with active service. No spare ports are available. Network is at capacity

sounds like they can't hook you up due to capacity? I think you need to as openreach about it. If you don't get anywhere send me a private message and i'll give you the email of their head of fibre team (don't want to put it in here due to spam etc) could also be you just need to wait.
That just means that there are no spare ports left on the CBT. In other words an additional drop could not be ordered until more ports were made available.

The OP issue sounds more like a database error. His ONT is already successfully connected to the PON.
 
Thanks for that. Is it possible that I could have an ONT in my house with a solid green PON but no capacity is available to provide actual broadband service? There are house numbers both lower and higher than mine that have service as normal (and who are blissfully unaware of how painful it is when you can't order!)

I've spoken to Openreach who have said it's an addressing issue, but that is all I have - they said the physical installation is fine and once my address 'syncs' I can place an order...but this was weeks ago that it was said which is why I am starting to move from feeling a bit inconvenienced, to wondering if the problem is much bigger than they have so far said.
Yep. It sounds like a database / addressing issue. Openreach (and ISPs) should be able to track your connection from the serial number on the ONT.

Push Openreach to resolve the database / addressing issue then you should be able to order - this is the sticking point.
 
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@Bobbidy57 - fill in this form. Include the serial number from your ONT in the query and tell them the ONT has an active connection to the PON (although they can see that).


If you haven’t received a reply within 10 days you can escalate to the executive complaints team. But try the form first.
 
@Pheasant @dabigm - Thanks for your help and insight, it's at least a little reassuring that I'm not likely facing a capacity problem.

I've filled in the form - I'll be sure to report back, but for now it's back to waiting :)
 
No worries. You'd only be facing a possible capacity issue if Openreach hadn't (yet) pulled the drop cable to your property from the CBT and the CBT (or worse the splitter upstream) physically had no more spare ports.

It is very likely that your issue is simply a database/addressing issue as;

(a) you are in a new build estate - hence your address may not have previously existing in their database or Royal Mail etc

(b) you have no previous copper based connection as an anchor record, as would be the case with a property that had copper prior to FTTP being activated.
 
Thanks again for your insights - one step closer now in that I've been able to place an order, and my address now shows up like my neighbours in the wholesale checker: WBC FTTP Up to 1000 down / 220 up

Certainly seems like that's the issue sorted, hopefully it'll all just work when the kit arrives (which is remarkably quick!)
 
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All sorted now. Things seemed to move really quickly all of a sudden. By the time I had an answer to the form, it was them telling me that I already have service - all up and running now at last.

Thanks again for the help.
 
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