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Broadband Question : Failed modem (BT sent me replacement Hh4

SuperTrooper — Tue, 25 Aug 2020 19:29:28 GMT

Hi wondering if someone can clarify this for me, last week I noticed the broadband wasn’t working upon inspection the WiFi was connected as usual just wasn’t loading pages!

checked all connections noticed that the Huawei modem that’s connected to the router has died. No power lights etc.... not a problem I thought so called bt explained the situation it’s the openreach modem not the router. (we will send you replacement)

Ok great...

A bt home hub 4 arrived today

its to my understanding that this doesn’t connect directly to the wall socket?

Sent sms to bt along with a picture of the modem to the response

“Thank you for that information, your hub can be connected straight into the main socket. You will no longer need to use the VDSL modem with this hub.
Hope this helps,
Amy @BT”

So just to be clear I remove the modem and connect the hub to wall socket and everything will be working again?

thanks in advance!

Re: Broadband Question : Failed modem (BT sent me replacement Hh4

pippincp — Tue, 25 Aug 2020 19:32:58 GMT

The HH4 won't work without the modem. You need at least a HH5.

Re: Broadband Question : Failed modem (BT sent me replacement Hh4

SuperTrooper — Tue, 25 Aug 2020 20:15:25 GMT

Will call them tomorrow, burn some more time!

Re: Broadband Question : Failed modem (BT sent me replacement Hh4

pippincp — Tue, 25 Aug 2020 20:28:59 GMT

The internal modem for the HH4 is ADSL only, you need one with the VDSL internal modem.

Re: Broadband Question : Failed modem (BT sent me replacement Hh4

SuperTrooper — Thu, 27 Aug 2020 20:46:35 GMT

Received the smart hub and back online. Thank you

Re: Broadband Question : Failed modem (BT sent me replacement Hh4

pippincp — Thu, 27 Aug 2020 20:50:25 GMT

You're welcome.