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Loss of broadband service and weird voice fault

SamBora — Fri, 28 Aug 2020 20:28:34 GMT

Broadband has gone off so I thought I'd investigate a bit more. We have an NTE5c with the clear IDC lockdown connector and Mk4 faceplate.

With the Mk4 faceplate fitted I get dial tone and the phone works fine.

Plugged in to the test socket - no dial tone. Plugged in through a microfilter to the test socket, no dial tone.

This has been tested and confirmed multiple times and with different phones, it is definite.

I know its a call to support, but wondered if anyone else has had this experience?

Re: Loss of broadband service and weird voice fault

imjolly — Sat, 29 Aug 2020 09:28:33 GMT

do you have any extension sockets connected to terminals 2&5 when you take faceplate off

Re: Loss of broadband service and weird voice fault

SamBora — Sat, 29 Aug 2020 11:45:08 GMT

Hello, thanks for the reply, no there are no extension sockets wired to the NTE5c.

Re: Loss of broadband service and weird voice fault

Keith_Beddoe — Sat, 29 Aug 2020 11:56:53 GMT

@SamBora wrote:

Hello, thanks for the reply, no there are no extension sockets wired to the NTE5c.

Then the NTE 5C is incorrectly wired. I would guess that the incoming line is not connected to the terminals on the backplate, or the NTE has gone faulty.

When you dial 17070, do you get the correct number spoken back to you?

Re: Loss of broadband service and weird voice fault

Keith_Beddoe — Sat, 29 Aug 2020 12:03:03 GMT

Wiring help.

https://www.openreach.co.uk/orpg/home/helpandsupport/how-toguides/howtoguides/downloads/NTE5C_Instructions_CP.pdf

Re: Loss of broadband service and weird voice fault

SamBora — Sat, 29 Aug 2020 12:18:47 GMT

Thanks Keith_Beddoe, it is wired correctly, all 3 wires exactly as the picture.

We had a recent visit from an Openreach tech, to deal with an "imbalance" problem on the line. As part of that he spent time testing the NTE5, so I'd have hoped he was satisfied.

He fitted a new external termination box as the contacts in the old one were corroded.

Re: Loss of broadband service and weird voice fault

Keith_Beddoe — Sat, 29 Aug 2020 13:07:13 GMT

@SamBora wrote:
Thanks Keith_Beddoe, it is wired correctly, all 3 wires exactly as the picture.

We had a recent visit from an Openreach tech, to deal with an "imbalance" problem on the line. As part of that he spent time testing the NTE5, so I'd have hoped he was satisfied.

He fitted a new external termination box as the contacts in the old one were corroded.

There should be nothing connected to those three wires, they are only there to connect extension wiring.

The symptoms you describe would indicate that for some reason, your incoming line is connected to the extension terminals, which would explain why broadband does not work, and you cannot get dial tone at the test socket.

There should be another cable coming into the NTE, probably at the back. That is where your main incoming line should be connected.

Whoever came from Openreach, did not do the wiring correctly.

You would have to take the NTE off the wall, and check if there is any wiring connected to the back terminals. There should be a single pair of wires, which should be your main incoming line.

Which BT Home hub are you using, and where is it plugged in?

Re: Loss of broadband service and weird voice fault

SamBora — Sat, 29 Aug 2020 16:02:11 GMT

Thanks again Keith_Beddoe, I will investigate but there is no extension wiring so it sounds like that is the incoming line.

Re: Loss of broadband service and weird voice fault

Keith_Beddoe — Sat, 29 Aug 2020 16:36:33 GMT

@SamBora wrote:

Thanks again Keith_Beddoe, I will investigate but there is no extension wiring so it sounds like that is the incoming line.

Then that is why its not working, it is totally wrong.

You need to disconnect those wires, and connect the ones that went to 2 and 5, to the terminals behind the back of the NTE, where the line should come in.

I have not seen the what is behind the back part of those NTEs, but I expect there are a couple of connectors marked A and B.

Once that is done, you should get dial tone on the test socket, and replacing the filter section, should allow you to get broadband.

Who was it from BT who called Openreach out, as I assume that you have had no broadband since then, which is a very poor show, and I would be inclined to complain?

I assume the home hub was just flashing orange?

Re: Loss of broadband service and weird voice fault

imjolly — Sat, 29 Aug 2020 16:42:53 GMT

The backplate of the socket has 2 terminals A&B as @Keith_Beddoe posted so just connect 2&5 either way round

Re: Loss of broadband service and weird voice fault

SamBora — Sun, 30 Aug 2020 21:07:53 GMT

Thank you all for your feedback!

I must admit I am struggling to understand what happened as a result of the Openreach tech's visit.

Prior to that "everything worked".

I would have argued that after the visit we also had broadband, but with dataplans on mobiles and tablets, it may well have been that we didn't actually access the landline Internet service.

Support staff added to the confusion.

Re: Loss of broadband service and weird voice fault

Keith_Beddoe — Sun, 30 Aug 2020 21:16:35 GMT

Who requested the visit, was it as a result of a broadband fault you reported to BT?

What was happening on your BT Home Hub?

Did you contact BT afterwards to tell them that it was not working after the visit?