Missing ONT - best course of action?

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wratterus

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#302708 13-Dec-2022 14:53

Bit of an odd issue here - got a client moving into a new (for them) building. Their ISP (Vodafone) have sent them a router, and as far as Vodafone are concerned, Fibre should be installed. When the address is put into Chorus's address checker, they advise a 500/500 Fibre plan is active. But there is no ONT, only what you see in the below image. I think that is a mounting block for a 300 series ONT? We are thinking the previous tenant has taken the ONT.

Client has been on hold for 4 hours with Vodafone, then their phone went flat, they emailed Vodafone with no response, and have been to a Vodafone store, store advises they can't help other then telling the client they can see they've emailed, but there is no response to that email. Pretty standard Vodafone unfortunately.

Any ideas what the best course of action here is? I'm thinking get the landlord to get in touch with the previous tenant & try & get the ONT back as a first port of call, but it would probably still need Chorus to reinstall it, assuming there is likely to be some damaged cabling.

Thanks!

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#3009513 13-Dec-2022 15:00

That certainly looks like a 300 series mounting bracket.... but I can't see the pigtail?? plus its possible the (now) exposed plug has suffered dust contamination....

You are likely going to need a Chorus site visit, but you'll need to order through VF ( which will involve more call centres...urg)

Try the previous tenant via the landlord,

But given they took it, I'm not sure they would know what to look for even if you told them they should have let it

hsvhel

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#3009515 13-Dec-2022 15:02

There might be some info here

https://www.geekzone.co.nz/forums.asp?forumid=49&topicid=281173

seems you are missing some of it

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wratterus

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#3009516 13-Dec-2022 15:02

Thanks - apparently the previous tenant didn't have Fibre installed & said it was like this the whole time they were there - so maybe the previous previous tenant. Think the client will have to wait on Vodafone.

Wheelbarrow01

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#3009671 13-Dec-2022 22:32

wratterus:

Thanks - apparently the previous tenant didn't have Fibre installed & said it was like this the whole time they were there - so maybe the previous previous tenant. Think the client will have to wait on Vodafone.

Correct, Vodafone will need to issue an order for a Missing ONT site visit. It's fairly common these days. The issue here is that your client will need to actually speak to someone at Vodafone to arrange it. I wish I could help directly but the order needs to come from the RSP.

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

wratterus

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#3009725 14-Dec-2022 08:35

Wheelbarrow01:

Correct, Vodafone will need to issue an order for a Missing ONT site visit. It's fairly common these days. The issue here is that your client will need to actually speak to someone at Vodafone to arrange it. I wish I could help directly but the order needs to come from the RSP.

Really appreciate the response, thanks.

johno1234

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#3009758 14-Dec-2022 09:19

wratterus:

Bit of an odd issue here - got a client moving into a new (for them) building. Their ISP (Vodafone) have sent them a router, and as far as Vodafone are concerned, Fibre should be installed. When the address is put into Chorus's address checker, they advise a 500/500 Fibre plan is active. But there is no ONT, only what you see in the below image. I think that is a mounting block for a 300 series ONT? We are thinking the previous tenant has taken the ONT.

Client has been on hold for 4 hours with Vodafone, then their phone went flat, they emailed Vodafone with no response, and have been to a Vodafone store, store advises they can't help other then telling the client they can see they've emailed, but there is no response to that email. Pretty standard Vodafone unfortunately.

Any ideas what the best course of action here is? I'm thinking get the landlord to get in touch with the previous tenant & try & get the ONT back as a first port of call, but it would probably still need Chorus to reinstall it, assuming there is likely to be some damaged cabling.

Thanks!

Sorry, can't speak to the ONT issue but regarding the phone wait: my recommendation is to use the FB Messenger support. Have used this with both Spark and Vodafone and it works really well. No need to waste your time and battery waiting on the phone.

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MarkM536

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#3009966 14-Dec-2022 14:48

Just curious,

The fibre optic cable coming into the mounting plate looks like it has been bent. Possibly caught on something.

When a Chorus tech comes they would test it works.

Ask them to straighten it out and staple it back to the wall.

wratterus

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#3009969 14-Dec-2022 14:51

MarkM536:

Just curious,

The fibre optic cable coming into the mounting plate looks like it has been bent. Possibly caught on something.

When a Chorus tech comes they would test it works.

Ask them to straighten it out and staple it back to the wall.

Yes I was thinking that looked pretty suspect too.

gareth41

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#3011933 19-Dec-2022 11:24

You'd be better off signing up to one of the smaller local ISP's to deal with issues like this. Vodafone are absolutely useless.

User Voyager or Kiwilink, or some other local ISP, you'll probably pay a bit more but your issue will get resolved a lot faster as their CSR's are not Manila based, and these ISP's only have a very small percentage of the market compared with Vodafone / Spark etc... so you'll get through to someone who knows what they're doing fairly quickly without being on hold for hours and hours.

trig42

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#3011942 19-Dec-2022 12:01

If the previous tenants say it was always like that, did anyone ask them what they used for Internet?

If VF say there is a 500/500 connection at the site, can they see if it's connected (ie., there is an active session on the network)?

Maybe there is another ONT somewhere else?

hamish225

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#3011949 19-Dec-2022 12:13

trig42:

If the previous tenants say it was always like that, did anyone ask them what they used for Internet?

If VF say there is a 500/500 connection at the site, can they see if it's connected (ie., there is an active session on the network)?

Maybe there is another ONT somewhere else?

Unlikely, the ONT will only work when connected up to the same OLT I believe. Unless they are lucky and moved close by, it's likely a paperweight to whoever has it.

*Insert big spe*dtest result here*

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quickymart

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#3012040 19-Dec-2022 14:55

Yep, they'll need to speak to Vodafone to get assistance here, no way around it.

@JasonParis

MaxineN

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#3012043 19-Dec-2022 15:13

@wratterus

If you can direct the client to maxine.nesbitt@vodafone.nz with their account number, business account name and also their business address(and best contact) I can get this pushed through, (we will fault it for missing ONT).

If Simon 😊 wants to also jump in my email I can give the fault reference and maybe we can try and expedite this to Chorus serco.

Ramblings from a mysterious lady who's into tech. Warning I may often create zingers.

MaxineN

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#3012044 19-Dec-2022 15:14

trig42:

If the previous tenants say it was always like that, did anyone ask them what they used for Internet?

If VF say there is a 500/500 connection at the site, can they see if it's connected (ie., there is an active session on the network)?

Maybe there is another ONT somewhere else?

We'll see it as untestable/no service under the tools.

Without the address can't tell what ONT(s) are meant to be present on site. But we'll figure this mystery out.

Ramblings from a mysterious lady who's into tech. Warning I may often create zingers.

wratterus

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#3012065 19-Dec-2022 16:32

MaxineN:

If you can direct the client to maxine.nesbitt@vodafone.nz with their account number, business account name and also their business address(and best contact) I can get this pushed through, (we will fault it for missing ONT).

If Simon 😊 wants to also jump in my email I can give the fault reference and maybe we can try and expedite this to Chorus serco.

Hi @maxinen,

Thanks so much - apparently our client has had a Chorus no-show, so they must have got to that stage at least anyway. I will fire the client an email & copy you in.

Thanks again.

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