# What Happens to the ONT When You Change ISP?

Source: https://urbanx.co.za/knowledge-hub/switching-moving-managing-fibre-service/what-happens-ont-change-isp

**Answer:** The ONT normally remains installed and powered at the property when a customer changes ISP on the same FNO. It is part of the fibre access installation, not the ISP’s Wi-Fi service. Do not remove, sell, reset or take it to a new address unless the FNO gives explicit instructions.

Part of [Switching, Moving & Managing a Fibre Service](https://urbanx.co.za/knowledge-hub/switching-moving-managing-fibre-service) · 8 min read · by UrbanX Knowledge Hub

**Last reviewed: 26 August 2026 · 8 min read**

### ONT and router perform different jobs

The optical network terminal converts the FNO’s optical connection into an Ethernet handoff. The router connects to that handoff and creates the customer’s home network.

| Device | Network role | Usually associated with |
| --- | --- | --- |
| Fibre wall box/termination | Protects and terminates the fibre route | Premises and FNO installation |
| ONT/CPE | Converts optical service to Ethernet | FNO line and premises |
| Router | Provides routing, Wi-Fi and local network | ISP or customer, depending on terms |

The exact equipment model and ownership terms vary, but changing the ISP does not ordinarily mean removing the fixed fibre termination.

### Why the ONT remains

The FNO uses the ONT’s identifiers to associate equipment with a particular line and address. It may also be mounted, patched and provisioned as part of the network installation.

Removing it can create:

- a missing-equipment charge;
- a site visit before the next service can activate;
- a mismatch between the serial number and premises record;
- damage to the delicate fibre connector or lead;
- delay for a new tenant;
- uncertainty about which FNO owns the device.

ISPA’s best-practice recommendations say FNOs should have clear policies for damage, removal or theft of customer-premises equipment and that ISPs should make customer liability for replacement or repair clear in the service terms.

### During a same-FNO ISP migration

Normally:

1. the old ISP service is cancelled;
2. the FNO releases or transfers the line;
3. the ONT remains connected;
4. the new ISP service is provisioned;
5. the router is replaced or reconfigured as required.

The FNO may remotely update the service associated with the ONT. It can still require a visit if the equipment is obsolete, damaged, unpowered or incorrectly recorded.

### Before changing provider

Record privately:

- FNO branding;
- ONT make and model;
- serial, circuit or line identifier;
- location in the home;
- power-supply model;
- visible condition;
- cable connections;
- a wide photograph showing the installed position.

Do not publish serial numbers or account identifiers online. Share them only through verified provider channels.

### Do not factory-reset the ONT

An ONT is not an ordinary retail Wi-Fi router. A reset can remove provisioning or create another problem during migration. The customer should follow only the FNO or ISP’s explicit instruction.

Similarly, do not unplug or clean optical connectors, bend the fibre tightly or move the wall box. If the equipment has a technical fault, use the [FNO Troubleshooting pillar](/knowledge-hub/fno-troubleshooting) and contact the ISP.

### When moving house

Leave the ONT, wall box and fixed fibre route at the old premises. Pack only equipment that the ISP or agreement confirms belongs to you, such as a purchased router.

At the new address:

- photograph any existing ONT;
- identify its FNO;
- report missing or damaged equipment to the new ISP;
- do not connect an ONT taken from another property;
- do not assume the previous occupant’s service is available to use.

[How to Move Your Fibre Service to a New Address](/knowledge-hub/switching-moving-managing-fibre-service/move-fibre-service-new-address) covers the account and address process.

### If the ONT was removed or damaged

Tell the receiving ISP exactly what is missing and provide photographs of the remaining installation. The FNO may need to inspect, replace and reprovision equipment.

Responsibility for cost depends on the cause, provider terms and FNO policy. ISPA recommends transparent, cost-based rather than punitive repair or replacement charges and clear disclosure of customer liability.

Do not buy a second-hand ONT and install it yourself. Network equipment may be locked, incompatible, associated with another line or unlawfully removed.

### What changes when the FNO changes?

If the new ISP order uses another FNO, the new network normally installs or activates its own access equipment. The old FNO’s ONT still stays with the old installation unless that operator arranges removal.

Two ONTs can therefore exist at one property when two FNO networks have been installed. Label them accurately and do not disconnect one merely because the other service is active.

### Sources

- [ISPA FNO and ISP Best Practice Recommendations](https://ispa.org.za/about/working-groups/best-practice-recommendations/)
- [ISPA Fibre Primer](https://ispa.org.za/policy-and-advocacy/fnos-and-isps/ispa-fibre-primer/)
- [Openserve Fibre ONT Support Guide](https://openserve.co.za/ont-support-guide)
- [Vuma Fibre FAQs](https://vumatel.co.za/faqs)

### Related guides

- [All Switching, Moving & Managing a Fibre Service guides](/knowledge-hub/switching-moving-managing-fibre-service)
- [What Happens to the Router When You Cancel Fibre?](/knowledge-hub/switching-moving-managing-fibre-service/router-ownership-return-after-cancellation)
- [Can a New Tenant Use an Existing Fibre Installation?](/knowledge-hub/switching-moving-managing-fibre-service/new-tenant-existing-fibre-installation)
- [How Fibre Enters Your Home](/knowledge-hub/fibre-coverage-installation-home-readiness/how-fibre-enters-home-drop-cable-ont)

## Frequently Asked Questions

**Does the ONT belong to the ISP?**

It is normally associated with the FNO installation, but the applicable terms determine ownership and liability. Do not infer ownership from the logo alone.

**Can I use the same ONT with any FNO?**

No. The ONT is provisioned for a particular network and line. Another FNO normally uses its own infrastructure and equipment.

**Can the new ISP use the existing ONT?**

Usually if it sells service on the same FNO and the equipment is usable. The FNO and new ISP must confirm.

**Should I switch the ONT off after cancellation?**

Follow the FNO or ISP’s instructions. Leaving it installed and protected is more important than assuming a universal power rule.

**What if the ONT has the previous tenant’s details?**

Give the identifier to the new ISP privately. The account and occupancy records must be changed; do not remove the device.