This topic

Fibre 1 - No OpenReach Modem

DazedandConfused100 — Fri, 28 Aug 2020 09:16:50 GMT

As you may have seen in my previous posts I am in the process of helping Elderly Relatives (ER), who live hundreds of miles away, get setup with Broadband for the first time.

For reasons that I'm unclear on the option to get BT to set everything up for them wasn't chosen so I've been guiding ER through the setup via facetime running off a 4G personal hotspot, and to be fair they've done a good job.

Here's what I know

ER has purchased the Fibre1 package
ER has been delivered smart hub 2
ER has received email to say broadband service has now begun
ER has attached the filter to their phone socket, landline working ok
ER has attached the broadband cable to the filter and attached the other end to the correct smart hub2 socket (socket furthest to the left)
ER has attached the power cable to the modem and started it up
ER gets green light the flashing purple light goes no further
ER has gone though MyBT and checked the service, broadband all looks fine.

I don't have fibre myself so the setup looks ok to me, however when I look at the setup instructions an additional openreach modem is mentioned as sitting between the filter and the modem, is that necessary and should it have been delivered as part of the delivery?

Thanks in advance for your help, BT chat seems unavailable this morning so came here.

Re: Fibre 1 - No OpenReach Modem

imjolly — Fri, 28 Aug 2020 09:21:19 GMT

there is no longer a need for the openreach modem as the SH2 is modem and router

are the ER connecting to the master socket which will be the first socket in their home where the openreach cable enters from outside which master do the have

Re: Fibre 1 - No OpenReach Modem

DazedandConfused100 — Fri, 28 Aug 2020 10:20:31 GMT

Hi imjolly

Thanks for the info, have checked with ER, they have option 1, albeit its quite new and has a clip on front rather than screws.

Hope that helps

Re: Fibre 1 - No OpenReach Modem

pippincp — Fri, 28 Aug 2020 10:32:45 GMT

If it has a clip on front it will be number 7. That is the latest socket. It has 2 sockets, one for phone and one for BB. It does not need a filter.

Re: Fibre 1 - No OpenReach Modem

imjolly — Fri, 28 Aug 2020 10:38:19 GMT

the from your description is the new NTE5C and connecting filter then rj11 modem cable to filter and then to dsl connection on back of hub is correct the hub should boot up and eventually the light should go blue

If still no blue light then need to phone customer services either 150 from BT phone or 0800800150 from a mobile

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

Re: Fibre 1 - No OpenReach Modem

DazedandConfused100 — Fri, 28 Aug 2020 11:05:12 GMT

Thanks pippincp - its definitely just got the one socket though. I've shown the pdf provided by imjolly below and its definitely the NTES5C socket, thank for your help though.

Re: Fibre 1 - No OpenReach Modem

DazedandConfused100 — Fri, 28 Aug 2020 11:06:36 GMT

Thanks for that, yep they definitely have the NTE5C, thanks for your help.

Re: Fibre 1 - No OpenReach Modem

DazedandConfused100 — Fri, 28 Aug 2020 12:04:25 GMT

Have booked an engineer for ER will update this thread with more details.

Re: Fibre 1 - No OpenReach Modem

Aljaha — Fri, 28 Aug 2020 13:37:31 GMT

Earlier this year an engineer fitted a new style master socket on which the front clip-on piece only had the single phone socket so still needed a filter. Luckily an earlier engineer fitted one with the two sockets, so I just swopped them over.

Re: Fibre 1 - No OpenReach Modem

DazedandConfused100 — Tue, 01 Sep 2020 08:34:28 GMT

Hi everyone I just thought i'd provide an update on this.

A BT engineer came out the next day and found the problem was due to damaged cables in the junction box down the road. All up and running now.

Thanks for your help.

Re: Fibre 1 - No OpenReach Modem

pippincp — Tue, 01 Sep 2020 09:17:33 GMT

Glad it's sorted for you.