This topic

Do I need a modem for smart hub 2?

AndySG — Sat, 12 Dec 2020 17:50:36 GMT

I booked in installation with BT yesterday and was sent the smart hub 2. Unfortunately when I came to set everything up I realised that the instructions were talking about plugging the Ethernet cable into a modem. I transferred over from Sky and I was able to just plug it into the phone line filter. When I was with BT before three or four years ago that was the case too.

Is a modem a requirement for the Smart Hub 2?

Re: Do I need a modem for smart hub 2?

Anonymous — Sat, 12 Dec 2020 17:55:51 GMT

If you've ordered FTTP then you you need an ONT

Re: Do I need a modem for smart hub 2?

gg30340 — Sat, 12 Dec 2020 18:08:30 GMT

Not if you have ordered FTTC, Fibre to the Cabinet.

You will need to establish what product you have ordered to get a definitive answer.

Re: Do I need a modem for smart hub 2?

AndySG — Sat, 12 Dec 2020 18:30:20 GMT

Thank you. I just did the check on broadbandchecker.btwholesale.com and it seems to be mentioning FTTP. I’m assuming that means I do need a modem. How do I go about getting one? I looked on the BT store and couldn’t find them. Is it something that should have been included in the installation or is the onus on the customer to have one?

Re: Do I need a modem for smart hub 2?

licquorice — Sat, 12 Dec 2020 18:33:02 GMT

It will be installed as part of your order, it requires Openreach to install it.

Re: Do I need a modem for smart hub 2?

Anonymous — Sat, 12 Dec 2020 18:35:56 GMT

You should be able to see your orders in MyBT

Re: Do I need a modem for smart hub 2?

AndySG — Sat, 12 Dec 2020 18:40:57 GMT

Thank you. I’ll get in touch with BT

Re: Do I need a modem for smart hub 2?

AndySG — Sat, 12 Dec 2020 18:42:03 GMT

For some reason My BT very handily just returns to my order from 4 years ago when I go on the order tracker. I enter the new order ID and the page just refreshes back to the previous order

Re: Do I need a modem for smart hub 2?

Anonymous — Sat, 12 Dec 2020 18:44:16 GMT

Are you a former BT customer having just returned? If so the old account won't have your latest orders

Re: Do I need a modem for smart hub 2?

AndySG — Sat, 12 Dec 2020 19:01:00 GMT

I am but all of the confirmation was sent to the same email address

Re: Do I need a modem for smart hub 2?

Anonymous — Sat, 12 Dec 2020 19:17:44 GMT

I suspect that BT have created a new account for you and that's where the information is to be found, if only you could access it

Re: Do I need a modem for smart hub 2?

AndySG — Sat, 12 Dec 2020 19:48:56 GMT

Thank you. Really appreciate all of your help. I will see if I can find any info