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Says not available at this address but equipment installed

paulc73 — Sat, 13 Jun 2026 13:00:50 GMT

I'm having trouble ordering broadband. Every postcode lookup shows my neighbours at # 3 and # 6 having broadband but not #1 - my flat. They say if its not on the list then I cannot order it because there isn't a connection to the property - but there IS!

The previous people had broadband and the equipment is still in the cupboard in the hallway so how can it say it's not available?

I've attached a picture of the box - is this broadband?

Can anyone identify what it is and why I can't get it connected?

TIA

Paul.

[MOD EDIT - Declined picture as shows serial number]

Re: Says not available at this address but equipment installed

paulc73 — Sat, 13 Jun 2026 21:18:10 GMT

Updated photo

Re: Says not available at this address but equipment installed

iniltous — Sun, 14 Jun 2026 07:14:00 GMT

Is the ONT powered up (it doesn’t look like it is ) if you power it up what lights are illuminated.

It’s not very likely but in some new builds (this address is almost certainly a new build as the ONT is inside a plastic case fitted on an electrical patress box ) you can get a situation where the ONT was a DSI (Developer self install) so the ONT gets fitted by the builder not Openreach , then access to the property is never offered to Openreach to finish the installation and authenticate the ONT by the developer or occupier , this can arise (for example) if the apartment is bought ‘off plan’ to a property investor and never immediately occupied and when Openreach call , no one is home to grant access or the developer goes bust mid point , with a new developer taking over years later (that type of thing ) .

This lack of a completed job can be indicated if the PON light is flashing or the LOS light is lit, Openreach try to gain access a couple of times when the development is ‘live’ but then remove the address from records after a couple of attempts.

As far as going forward, call BT have the ONT serial number ready if you power the ONT and the PON light is steady green , it may help locate the property in ‘records’ , although if it’s a DSI install gone wrong and the PON is flashing or the red LOS light is lit , that may not help )

Re: Says not available at this address but equipment installed

paulc73 — Sat, 20 Jun 2026 19:54:36 GMT

Sorry for the late reply. This is in my sons flat so it took a while for me to get the picture. The Power and PON are a steady green. No other lights are on. I'll try calling BT next week, although I don't hold up much hope and expect the "Computer says No" response.