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No ONT but records says I do

KallumJ — Wed, 25 Jun 2025 20:23:08 GMT

Hi everyone!

My grandmother lives in an annex at her son's property. BT Wholesale records show the following for the annex address:

"ONT exists with no active service"

She does not have an ONT - She has never had any form of broadband at this address. I believe this was updated in error when the ONT was fitted at the main address.

We urgently need her set up with broadband + digital voice. How do we go about getting this rectified and getting an engineer out to fit the ONT?

Is it a case of taking out an order for broadband with a provider, and then contacting the provider to explain that despite what records show, she does not have an ONT?

The full excerpt from BT Wholesale checker:

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

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

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.

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

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

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

Thanks

Re: No ONT but records says I do

licquorice — Wed, 25 Jun 2025 20:25:49 GMT

As this is a BT forum, I assume your grandmother wishes to use BT as her provider. Just call and place an order and take it from there.

Re: No ONT but records says I do

36ULW — Thu, 26 Jun 2025 07:59:52 GMT

Just place an Order with whatever CP the old girl wants and they’ll send someone out to fit an ONT and Commission it.

Re: No ONT but records says I do

iniltous — Thu, 26 Jun 2025 08:57:41 GMT

Given the somewhat vague language
Is it a case of taking out an order for broadband with a provider, and then contacting the provider to explain that despite what records show, she does not have an ONT?…., I suspect the OP isn’t really considering using BT , therefore this forum not really the place for them , but I do think any order will use the existing ONT if the records show one exists at the annex, even if it’s actually in the main residence , which begs the question, if the main house and the annex are both separate addresses , both liable for council tax , and correctly registered as separate dwellings, why did the order for the main residence get ordered against the annexe address and not the main residence address , and why when the installer turn up to fit the ONT (with the annex shown on the job as the address ) did they fit the ONT in the main residence and not the annex .

If both addresses exist in the addressing data for the ISP , you could always order against the main residence (which presumably says no ONT exists ) and in a similar fashion to the first ONT installation, when the installer turns up with an apparently similar but incorrect address , just direct them into the annex and say ‘fit the ONT here’ .