This topic

Request ONT Move

angel129116 — Sun, 10 Mar 2024 13:15:45 GMT

Hello! Looking for some advice on how I can request a move for my ONT fibre modem that's installed in my house. I moved into the house in June 2023 and the ONT was already installed. It is fixed in the hallway by the front door however there are NO plugs located near here to power it on! The closest plug is a good 8ft away and I've had a cable trailing across the hall for the time being. I'm now about to start decorating so no longer want this trip hazard.

I've no clue why it got installed there anyway due to the no power outlets. Bit of a weird one!

Re: Request ONT Move

countrypaul — Sun, 10 Mar 2024 13:30:50 GMT

You can contact BT CS to arrange moving the ONT but it will almost certainly be chargeable (>£100).

Have you considered other options such as:

1) Using an extension lead on the 12v supply side so the power plug can be in your existing socket? The 12v extension leads are available in different colours and can be more easily run along skirting etc.

2) Using a Power Over Ethernet Injector at the router end of your Ethernet cable and a Power over Ethernet Splitter at the ONT end. Make sure the Injector & Splitter are rated for 1Gbps Ethernet.

3) Looking at the optical cable extension kits to enable you to move the ONT yourself. Beware that BT / OR may not be happy with you doing this.

4) Getting an additional 13A socket installed near the ONT - might be cheaper getting an electrician to do that BT / OR to move the ONT.

Re: Request ONT Move

-Richie- — Sun, 10 Mar 2024 14:23:16 GMT

@countrypaulwrote:
You can contact BT CS to arrange moving the ONT but it will almost certainly be chargeable (>£100).

It's chargeable and costs just over £96 to move the ONT

Re: Request ONT Move

countrypaul — Sun, 10 Mar 2024 15:43:08 GMT

@-Richie- wrote:
@countrypaulwrote:
You can contact BT CS to arrange moving the ONT but it will almost certainly be chargeable (>£100).
It's chargeable and costs just over £96 to move the ONT

I believe that is excluding VAT, so close to £120 then. On second thoughts I can see that a price of £98.48 has been quoted for an ONT move in other posts, but £130 for a master socket move.

Re: Request ONT Move

Colin_London — Sun, 10 Mar 2024 15:37:06 GMT

Of course the ONT should never have been installed in a location where you need a trailing cable across a hallway to power it. It should be within a short distance of a wall power socket (i.e. the length of the supplied power adapters cable).

However if the previous owner agreed to this location then it looks like you are stuck with either paying for an ONT relocation, or else paying for a new power socket to be installed closer to the ONT (unless you can arrange a safer extension lead based arrangement).

Re: Request ONT Move

chrisjp — Sun, 10 Mar 2024 15:44:37 GMT

I suspect that the Openreach technician installed the ONT in the same location as the old Mastersocket, and the then home owner didn't spot the problem until the technician asked where the power socket was.
AFAIK, you have to be quite forceful in negotiation with Openreach technicians to get them to install ONTs in a different location than the old Mastersocket.

Re: Request ONT Move

Colin_London — Sun, 10 Mar 2024 16:54:03 GMT

Quite the opposite in my case - when they realised the existing master socket wasn't easy to route a cable to they were trying to pursuade me to install anywhere but!

After negotiating a slightly easier route however mine is now about 50cm away from the old Master Socket.

Re: Request ONT Move

-Richie- — Sun, 10 Mar 2024 18:07:42 GMT

@countrypaulwrote:
I believe that is excluding VAT, so close to £120 then. On second thoughts I can see that a price of £98.48 has been quoted for an ONT move in other posts, but £130 for a master socket move.

No, It's £98.48 and as it's a residential account, all prices include VAT
A socket move is £130 though but an ONT is cheaper.

Re: Request ONT Move

ch — Sun, 10 Mar 2024 22:25:58 GMT

Mine isn't even in the same room as my master socket .. they never batted an eyelid.

Re: Request ONT Move

rob-ww — Sat, 23 Mar 2024 16:13:14 GMT

How do I contact BT CS to request an ONT move? I've read through this thread and some related ones, but nowhere can I see how to contact BT to make this request. I cannot find it on the MyBT portal either. Can someone advise? Thanks

Re: Request ONT Move

countrypaul — Sat, 23 Mar 2024 16:21:51 GMT

BT customer services : 0800 800 150

Re: Request ONT Move

rob-ww — Tue, 13 Aug 2024 15:45:54 GMT

I have left this for the last few months because, whenever I call the number I cannot get through. On their web page there is nothing which routes you to a service where you can request a move. Today I called 150, 0330 123 4150 and 0800 800 150. In each case, I get an instantaneous 'call ended' with no connection.

This is immensely frustrating. I am a BT customer but I cannot contact the organisation in any known way, just to request a simple service. What is wrong with this company?

Can anyone help?

Thanks

Re: Request ONT Move

36ULW — Tue, 13 Aug 2024 16:50:12 GMT

Think it’s bad now, just wait until they replace most of their Staff with AI Bots.

Re: Request ONT Move

iniltous — Tue, 13 Aug 2024 17:25:05 GMT

Openreach have hundreds if not thousands of products, not every product is taken by every provider , so a shift of an ONT is available , but it isn’t obligatory for ISP to consume that particular product, if BT do consume the product it’s such a niche/ unusual request they are hardly likely to build it into any online ordering portal.
I can’t explain why you are unable to contact BT via the published numbers , navigation to the appropriate representative or being answered by ‘BOTS’ is a more common complaint than actually not connecting at all .

What are you using to call , a BT landline a BT/EE mobile or a network with no BT affiliation ?

Re: Request ONT Move

rob-ww — Tue, 13 Aug 2024 17:22:03 GMT

A BT mobile. So 150 should be enough, per their statements

Re: Request ONT Move

iniltous — Tue, 13 Aug 2024 17:23:45 GMT

Try the 0800 or 0330 versions

Re: Request ONT Move

sea2dog — Sun, 01 Dec 2024 15:30:51 GMT

I recently moved to a property that already has the small ONT box in a bedroom, I use EE hub from BT, I'm wondering if I should have asked them to move it to the lounge as I use my mobile for the WiFi and notice that the signal goes from Excellent to good while I'm in the lounge and I would prefer the ONT to be in the lounge instead.

Re charges, would you think that BT should move my ONT box to the lounge with no charge considering I'm a new customer?

Re: Request ONT Move

Keith_Beddoe — Sun, 01 Dec 2024 15:43:14 GMT

You would have to pay, as its Openreach that would do the move if requested by BT. I seem to think the charge was about £120.

Are there no internal Ethernet cables between the bedroom and the lounge?

If not, you could link the ONT to the home hub using powerline adapters, and then move the hub to to lounge.

See https://community.bt.com/t5/BT-Fibre-broadband/ONT-move-request/td-p/2303760

Re: Request ONT Move

sea2dog — Sun, 01 Dec 2024 15:55:08 GMT

@Keith_Beddoe

I use it for WiFi only, not hard wired, the room that the ONT box is in is too far away to have cables running through.

My EETV box is in the lounge and I use WiFi for that too for the very same reason, I don't really wish to use powerline adapters.

Wouldn't it be better if the ONT box was in the lounge too being that my TV box Pro isn't wired to the television?

Or maybe instead of moving the ONT box they could perhaps supply the small hub so I could use it in the lounge to help with the signal?

Re: Request ONT Move

Keith_Beddoe — Sun, 01 Dec 2024 16:14:44 GMT

Any form of wireless booster is going to suffer from a poor received signal, so the BT Complete WIFI discs are unlikely to help.

I am surprised that there is no internal Ethernet cabling, but I suppose they only provide that in new builds.

Although you are not keen on powerline adapters, they can be used to link the ONT to the hub, allowing you to have the hub in the lounge.