1 November 2026

In some cases where there is a fault on the line, Openreach request that we ask the customer to perform a ‘Factory Reset’ on the fibre ONT. This is not something you should need to do under normal circumstances, and to date, we’ve yet to see any instance where doing the factory reset has actually resolved an issue. However, if Openreach send out an engineer and it turns out that the ONT wasn’t reset when requested and that did solve the issue, there’s likely to be a charge for the call out.

Simple Reboot

We would always suggest trying a simple reboot in the first instance. Simply remove the power lead, or press the toggle on/off button on the bottom of the ONT.

Leave for a minute, then plug it back in.

It’ll take a further minute or so to full come back to life, and hopefully show the three green lights indicating normal operations.

Factory reset the ONT

You can factory reset your ONT if a reboot doesn’t look to have fixed anything. Simply get a pin, unfolded paper clip or a SIM card removal tool and press the reset button on the side of your ONT.

It may not say reset but just be a small hole. Openreach does use different manufacturers, so the hole might not be exactly as shown on this image.
 
The ONT can take 10 minutes to fully come back to life.

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