The big mistake some people make when they move

South Africans with fibre connections at home should be aware that the optical network terminal (ONT) does not belong to them and should not be taken along when moving.

Doing so not only inconveniences the next occupant of that property but can also come with penalties from certain fibre network operators (FNOs).

When it comes to the hardware that enables fibre-to-the-home (FTTH) customers to access the Internet, it is important to distinguish between the ONT and the router.

These devices are regarded as customer premise equipment and are often only free-to-use, not sold to the customer.

In simple terms, the ONT converts the light signals sent via a fibre optic cable into electrical signals that Wi-Fi routers and computers can interpret, and vice versa.

Generally, the fibre cable is plugged into the ONT, which must then be connected to a router via an Ethernet cable.

The router provides Wi-Fi connectivity to the Internet connection and often also additional LAN ports for wired connectivity.

With some ONTs, it might also be possible to connect a computer or other device with a LAN port directly via an Ethernet cable.

(In lower-cost installations, FNOs provide a combined ONT and Wi-Fi router. Speak to your ISP to confirm whether this should be left behind or taken with you so they can collect it after you’ve moved.)

MyBroadband has learnt of numerous cases where a new tenant found the ONT in a house which is supposed to have fibre access point infrastructure available missing.

South Africa’s biggest fibre network operator (FNO), Vumatel, told MyBroadband that it was common for movers to take the ONT along with them, as often happens with ISP-owned routers.

Vumatel said this could negatively impact the experience of the new subscriber.

“If we can detect a valid ONT device at the location provided for a new application, we can remotely activate the service much faster and without having to dispatch a team,” Vumatel said.

“If we do not detect a valid device, a technician must be dispatched to investigate.”

Vumatel said it also happened that attempts to remove the ONT damaged the equipment.

It explained that taking an ONT along would not provide any value as you can’t use it at a new property.

Vumatel said it has taken some steps to inform residents about the ownership status of the ONT devices.

“One approach we’ve recently implemented is placing a sticker directly onto the ONT device, clearly stating that it is the property of Vumatel and should not be removed,” the company said. “However, this has not been as effective as we would have hoped.”

Vumatel also specifies the ownership status of the ONT device in the terms and conditions associated with fibre installations when customers place their orders.

Although customers must accept these terms, many don’t take note of them — or forget them by the time they move.

“Furthermore, it is common industry practice for ISPs to communicate this information to customers through various channels, such as FAQs and support pages on their websites,” Vumatel said.

“Our direct communication with end-users primarily revolves around managing installation dates and ensuring smooth service provision.”

At this stage, Vumatel does not charge any penalties for removing the ONT.

“This would be difficult to implement as the outgoing customer has effectively ended their contract,” Vumatel said.

Vumatel recommended that prospective new occupants proactively ask the previous occupant not to remove the ONT and power supply when they agree to a sale or lease agreement.

“The cooperation of landlords and property agents could also be very helpful by stipulating this requirement in their contracts, which could significantly reduce unnecessary delays,” Vumatel said.

Uncommon for two other FNOs

Two other FNOs— Metrofibre and Herotel— said it was not common for their customers to take the ONTs along when they moved.

Metrofibre said it notifies customers about the ONT’s ownership in its brochure material, order form, terms and conditions, and email communication at the time of installation.

“However, sometimes its years later that the customer moves on, and they may have forgotten,” Metrofibre said.

The FNO said it always tried to make contact with the customer when they cancel to advise them that it would be collecting the ONT.

It reserved the right to charge a customer for ONTs that are not returned.

Herotel said instances of its customers taking ONTs when they moved were infrequent.

“This is likely due to our proactive measures, such as securely fastening the ONT to the wall with screws,” the FNO said.

Herotel also takes other steps similar to Vumatel and Metrofibre’s to ensure customers know that the ONT does not belong to them.

In addition, during the installation and setup of fibre Internet services, technicians or customer support representatives verbally communicate to customers that the ONT and router are part of its infrastructure and should not be moved or removed when moving from the premises.

Herotel is a closed-access operator, which means it also serves as the ISP and is in more frequent, direct communication with its customers.

In the rare cases where customers removed an ONT when they moved, Herotel said it approached the situation with understanding and clarity.

“This involves explaining to the customer that the ONT is essential for the functioning of the fibre Internet service and needs to be left in place for the next occupants,” Herotel said.

“If the ONT is not returned or cannot be retrieved, we will need to replace the equipment. In such cases, we reserve the right to charge the client for repairs or replacement of our network equipment.”

Many people also take free-to-use routers provided by their Internet service provider (ISP) when they move.

This is often the correct course of action if the customer plans to keep using the same ISP.

Even if they plan to switch to another ISP at a new home, the router should be kept safe until it can be collected or dropped off at the ISP’s requested address.

Leaving the router at an old home before the courier arrives for collection carries the risk of the new occupant appropriating it for their own use.

However, taking an ONT along will likely not benefit the mover, as their new address might not be served by the same FNO and already have an ONT installed.

If the same FNO covers the area, there is also a chance that an ONT has already been installed. Regardless, an ONT from a different installation may not work at the new premises.