This topic

No broadband but getting dial tone

ossian — Tue, 28 Sep 2021 06:03:43 GMT

My extension slave socket had been working until Openreach installed a new master socket yesterday - the type that you remove the faceplate by squeezing the sides. Broadband connects if I plug the router directly into the master socket but I need it to work from the extension socket as before. I'm getting a dial tone from a phone connected to the slave socket but it will not work with my Smart Hub - just flashing purple light. I've checked the slave socket wiring and it seems ok.

I'm puzzled but reluctant to call BT out given the hefty charges, knowing that the responsibilty for extensions is the consumer, although it was Openreach who connected the cable to the consumer point inside the master socket.

Re: No broadband but getting dial tone

Keith_Beddoe — Tue, 28 Sep 2021 06:32:35 GMT

@ossian

The new socket would have removed the broadband signal from the extension wiring, that is its purpose, as extension wiring can affect speed, which is why that is fitted.

Her is the information for that NTE.

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

You would either have to run an additional RJ11 extension cable, or reconnect the extension to the data connectors, but that would mean using a microfilter on the extension, and your speed is likely to be affected.

The best way is to buy a long RJ11 lead and plug that into the broadband socket on the front of the NTE, and then plug your BT Home Hub into the end of that socket. Just use your existing phone extension for your phone only.

Doing it that way would avoid interfering with the master socket, and possibly being charged if you get a fault.

You can buy 10m, 20M and 30M cables quite cheaply.

Re: No broadband but getting dial tone

ossian — Tue, 28 Sep 2021 07:27:00 GMT

So, the reconnected extension in the master socket does not facilitate broadband to the router? The only way to get my router in another room is to plug an extension cable into the RJ11 faceplate of the new master socket? Is that correct?

Re: No broadband but getting dial tone

licquorice — Tue, 28 Sep 2021 07:44:10 GMT

Yes, that is the whole point of a filtered faceplate.

As @@Keith_Beddoe says, you can move the wires from 2&5 to the data extension terminals in the master socket and then use a plug in filter at the extension socket if you wish.

Re: No broadband but getting dial tone

Keith_Beddoe — Tue, 28 Sep 2021 07:47:51 GMT

@ossian wrote:

So, the reconnected extension in the master socket does not facilitate broadband to the router? The only way to get my router in another room is to plug an extension cable into the RJ11 faceplate of the new master socket? Is that correct?

If the new socket was fitted to sort out a speed or disconnection issue, then that would be the best way to do it.

If you move the extension wiring to the data connection, then the problem is going to come back again, as it would be the extension(s) causing the fault.

Re: No broadband but getting dial tone

ossian — Tue, 28 Sep 2021 08:00:48 GMT

Thanks. The extension has been reconnected using the IDC connector within the master socket. I get dial tone. Using a filter, I still get dial tone but not broadband. But broadband connects if I run a RJ11 cable from the faceplate socket directly to the router. I've tried re-doing the wires at the IDC connector but no different.

It is a fact that the slave socket worked yesterday before the master socket was changed.

Re: No broadband but getting dial tone

licquorice — Tue, 28 Sep 2021 08:08:23 GMT

You are clearly not moving the wires from terminals 2&5 and moving them to the data extension terminals in the rear of the socket. But as @Keith_Beddoe has said, if the extension wiring is the cause of any problems you have been having, you will just re-introduce the problem.

Re: No broadband but getting dial tone

Keith_Beddoe — Tue, 28 Sep 2021 08:10:01 GMT

The extension terminal are filtered, and do not carry broadband, that is their purpose, its jus for phone use only.

The correct place to connect the BT Home Hub, is to the front broadband connection, that is what its for. The broadband signal only appears on that socket, or on the data extension wiring, as shown in the instruction document.

Re: No broadband but getting dial tone

ossian — Tue, 28 Sep 2021 09:40:06 GMT

Well, I should have been advised that fitting a new master socket would disable my router which was on the extension.

Openreach have been out and their man couldn't explain it. In the end, he relocated the master socket.

Thanks for your help.

Re: No broadband but getting dial tone

ossian — Tue, 28 Sep 2021 10:13:28 GMT

Just to understand this, with the new master socket, I'd actually need 2 separate extensions - 1 for phone and 1 for broadband (connected to the data terminals). Am I reading that correctly?

Re: No broadband but getting dial tone

licquorice — Tue, 28 Sep 2021 10:46:57 GMT

No. If you connect the extension to the data terminals rather than terminals 2&5, you will have the unfiltered signal containing both phone and broadband at the extension. You will then need to plug in a filter to split the broadband and phone.

Re: No broadband but getting dial tone

ossian — Tue, 28 Sep 2021 12:00:46 GMT

Thanks.

Neither of 2 Openreach engineers seemed to know that. Essentially, they should have connected my extension to the data connection.

Re: No broadband but getting dial tone

imjolly — Tue, 28 Sep 2021 12:30:28 GMT

connecting extension sockets it up to the homeowner not openreach unless you are paying extra for the install

Re: No broadband but getting dial tone

ossian — Tue, 28 Sep 2021 12:42:58 GMT

But they reconnected the extension because it was their decision to replace the master socket. They accepted responsibility because the extension was already connected.

Re: No broadband but getting dial tone

Keith_Beddoe — Tue, 28 Sep 2021 12:47:29 GMT

@ossian

Why did they replace the master socket, had you raised a fault report?

Re: No broadband but getting dial tone

ossian — Tue, 28 Sep 2021 15:03:21 GMT

Complaint about speed, especially upload - below 0.8. So they came out checked everything, reset my profile and changed the socket. It's slightly better but not much. Engineer this morning surprised I get anything at all due to distance from cabinet.

Re: No broadband but getting dial tone

Keith_Beddoe — Tue, 28 Sep 2021 18:57:17 GMT

Reconnecting the extension is likely to make matters worse.