Zen unable to arrange a multi-port ONT from Openreach

I'm trying to order a secondary FTTP service from Zen.

We currently have 150Mb/s FTTP business broadband from another ISP, and I want faster FTTP broadband for home use.

BT Wholesale checker shows "ONT exists with active service. No spare ports are available. A new ONT may be ordered."

On the original installation date, as predicted, the Openreach engineer turned up without any knowledge that a multi-port ONT was required. They said these are only available if ordered in advance for a job.

Zen are now saying Openreach are unable to supply a multi-port ONT to a domestic property -- they can only install for multi occupancy properties or businesses.

All of this seems to me like Zen and Openreach are unable to communicate what is required for the installation.

Is it true that multi-port ONTs are unavailable for residential customers?

Should the ISP to order a multi-port ONT, or should Openreach automatically action this once a second service is ordered?

Thanks

According to this article on ISPreview, a new 4 port ONT is coming this summer. The article says:

However, homeworkers, smaller multi-tenant properties and shared households can still benefit from having access to a 4-port unit and to that end some new kit is coming.

The new hardware will initially only be launched via a trial with Nokia at brownfield sites (i.e. existing premises, as opposed to new builds [greenfield]) and Openreach are then expecting this to launch during Summer 2021.

That article states the new 4-port ONT is a Nokia device which means that it can only be used on GPON networks that have a Nokia OLT at the head end exchange. I suspect that the OP has a Huawei ONT, not sure if there is new 4-port Huawei on the cards.

It depends on what your current ONT is.

If it's a Nokia ONT then I don't believe they have yet started the automatic subsequent provide process that means a 4 port ONT is automatically ordered when a 2nd service is ordered.
This means you will get a 2nd ONT and a 2nd fibre line installed (capacity allowing).

If it's a Huawei ONT, the 4 port ONTs are in very short supply. You may need a 2nd 1 port ONT, as above.

The article did say:

A similar development with Huawei is currently being explored, but we don’t yet have any solid details on that.

4 port ONTs are not generally available. They are rarer that hens' teeth as they were discontinued a while ago.

The process would be install of a second ONT where the fibre is available.

You should also be aware that the Openreach 4 port ONT has a limit of 1 Gb in total throughput between the optics and all 4 Ethernet ports.