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Message 1 of 4

Broadband not available but ONT box is fitted.


We’re trying to order broadband for a new build property, but our address shows no availability for BT Broadband even though a lot of our neighbours have BT. We are told that by BT that’s this is an Openreach issue and keep being told to contact them, however Openreach are saying it’s a service provider issue. 

Our ONT box has been fitted, power light is solid green and POS light is flashing green. 

Can anyone support on resolving this? As we move in soon and will need wifi as soon as possible as we both work from home.

Thanks in advance,




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Message 2 of 4

Re: Broadband not available but ONT box is fitted.


Welcome to this user forum for BT Retail phone and broadband customers.

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Try calling the FTTP helpdesk on 0800 587 4787.

They should be able to place an order for you.

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Message 3 of 4

Re: Broadband not available but ONT box is fitted.

Its probably a PON light flashing not POS , that means the ONT is not authenticated at the headend , so although it’s been installed and spliced through and has an optical path to the headend, the ONT isn’t ‘recognised’ by the it , and if it were never authenticated, because the OR installation and authentication was unsuccessful, then the address wont be shown as ‘ready for service ‘ until it is authenticated.

Some issues on installation cannot be dealt with by the installer on the day , they pass the issue to a ‘back office’ to resolve, usually this is done before the consumer has been given the keys by the developer, if the developer was not keeping the OR new site representative advised of plots being ready for occupation then then OR can have to play catch up , not having the usual lead times etc.

You could speak to the developer, who can speak to the OR field based coordinator and find out what the delay is , it’s also possible that whatever the problem is, is already being remotely dealt with ( physically there is no OR field work to do , otherwise the LOS light would be lit ( loss of signal ) ,

If the PON light becomes steady , that signifies that the ONT and headend are now  ‘communicating’ with each other ,  ‘ready for service’ should follow soon after that, then the address should appear on ISP portals as being available to order.

Message 4 of 4

Re: Broadband not available but ONT box is fitted.

Thanks for this response, I have spoken to the developers who will get Openreach back on site to try and resolve the issue.
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