This topic

New build help

Skullblits — Mon, 15 Jan 2024 14:29:35 GMT

I'm in a new build and trying to set my internet up. I've open reach box in my cupboard it's a smart hub 2

Re: New build help

imjolly — Mon, 15 Jan 2024 14:32:59 GMT

are you with BT Broadband if so which package?

do you have ONT like this and if so what colour are lights

Re: New build help

iniltous — Mon, 15 Jan 2024 14:43:33 GMT

If there is a SH2 in a cupboard at your property, presumably you are not the first occupant, otherwise you would have put the SH2 in there yourself.
Assuming there was an occupant before you , it seems they used BT as their supplier but have left the router rather than taking it with them, if the previous occupant told Bat they were leaving the address it may well now be disconnected by BT , not physically, but no longer a working account .
If you intend to use BT , then obviously you need to contact them an get an account set up for yourself, you probably will be sent another SH2 ( even though one exists ) the SH2 needs to be connected to the ONT an image of an ONT ( presumably also in the cupboard) has already been posted .
If I have jumped to the wrong conclusion , and the reason there is a SH2 in the cupboard is because you are a BT customer, with an account at that address , and you put the SH2 in the cupboard with the ONT yourself, then have connected the ONT and SH2 together, what lights are lit on the SH2 ?

Re: New build help

Skullblits — Mon, 15 Jan 2024 14:43:13 GMT

Mine is very similar but side ways with a bit of glass. When I plug it in. Its pon. Flashing green.

Lan green

Full fibre 100 stay fast guarantee

Re: New build help

Skullblits — Mon, 15 Jan 2024 14:45:05 GMT

It's a new build.

Re: New build help

iniltous — Mon, 15 Jan 2024 14:47:21 GMT

New builds tend to have the ONT inside a plastic box to make it look better.
If the PON light is flashing , then Openreach have not yet been and authenticated the ONT onto the OLT , but that doesn’t explain how a SH2 router exists, Openreach don’t supply routers , they don’t know if it’s going to be BT , or Sky or anyone else supplying the service , Openreach only supply the ONT

Re: New build help

Skullblits — Mon, 15 Jan 2024 14:47:33 GMT

It got mailed to me by bt.

Re: New build help

iniltous — Mon, 15 Jan 2024 15:00:25 GMT

OK , so you have found the ONT , connected the SH2 yourself ( BT sent you the SH2 ) but no internet, that’s because the PON light is flashing and should be steady green .
Normally before you move in , Openreach visit the property and install the ONT and get it authenticated ( set up ) ready for the occupant to arrange service with an ISP ( like BT ) , for some reason your ONT isn’t authenticated, if the address was never successfully authenticated then the ISP shouldn’t be accepting an order for that address .
Is there anything unusual or messed up about your address ? , often when someone moves into a new build it’s still known as a plot number , occasionally the plot and street ( house ) number are alignment gets messed up , for example, you are told by the developer that your house is plot 10 and that’s house number 11 ,so you order service for No.11 but the developer told Openreach that plot 10 was house number 10 , so when you move in your ONT isn’t set up , because OR set up the house next door as the numbers were one out compared to what the builder told Openreach

Re: New build help

imjolly — Mon, 15 Jan 2024 15:04:05 GMT

try phoning the FTTP TEAM 08005874787 and have the serial number from ONT handy and hopefully they will be able to help you

Re: New build help

licquorice — Mon, 15 Jan 2024 15:15:18 GMT

What date were you given for your service activation?

Re: New build help

Skullblits — Mon, 15 Jan 2024 15:21:59 GMT

My order was cancelled because of a issue with the address

Re: New build help

imjolly — Mon, 15 Jan 2024 15:30:04 GMT

so you don't have an active order hence why no service

is your address correct on royal mail database?

Re: New build help

Skullblits — Mon, 15 Jan 2024 15:30:14 GMT

Yea the guy wrote me dang name down wrong in the shop same wrong name for my bank details as well