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debbiefreeman
Beginner
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Message 1 of 11

Do I need a openreach modem?

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Hi

 

having a horrible time getting connected to the internet.

 

I am a tenent and the house has bt infinity paid for by the owner.

 

Got a home hub 4 

and had numerous engineers to come and check the line and

repair it.  

 

Been on the phone for hours going through the same questions

about coloured lights.

 

Was supposed to have an engineer come out yesterday who didn't

turn up.  Called and oh they did come checked the line and said it

was broken and didn't notify me.  Lucky I called to schedule a reapirman.

Why would I stay at home all day waiting for this guy if he isn't going to

check my line?  Frustrating.

 

This back and forth has been going on for months now.

 

And with all the research I have done and the sound of surprise by

all the call centre people.

 

Should I have a Open reach modem (white one)?

And why hasn't one of the engineers who have come in to check

mentioned this to me?

 

I have a Bt homehub 4 on infinity

 

where do i get a modem or do i need to buy this myself?

 

Apologise for the rant but so frustrating and 

never get an answer from engineer or phone help.

 

One bt guy said, yeah it won't work but phone up and 

they will send a guy to fix it.

 

Why couldn't he fix it????  Call up wait two weeks for a

no show and then have to go through it all again.  Hopeless.

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legitimise_sailing
Distinguished Expert
5,406 Views
Message 2 of 11

Re: Do I need a openreach modem?

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Something's wrong. If you don't have a modem you can't get Infinity with a Homehub 4.

Is the Homehub 4 plugged into anything?
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debbiefreeman
Beginner
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Message 3 of 11

Re: Do I need a openreach modem?

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just to the wall.

 

surely the engineer who 

put the thing into the wall and set it up

would know this?

 

which leaves me with where do I get one?

And shouldn't this be included?

 

Edit: plus why after hours on the phone and 

people to check the line and repair it

install it, no one has suggested that 

this is the case??

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pippincp
Sage
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Message 4 of 11

Re: Do I need a openreach modem?

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Are you sure it's a HH4 and not a HH5? A HH5 has a built in VDSL modem for Infinity.

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debbiefreeman
Beginner
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Message 5 of 11

Re: Do I need a openreach modem?

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Definitely a Home hub 4 type A

 

 

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legitimise_sailing
Distinguished Expert
5,384 Views
Message 6 of 11

Re: Do I need a openreach modem?

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Yes you should have been provided with a either a modem or a Homehub5 which has a modem built in
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debbiefreeman
Beginner
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Message 7 of 11

Re: Do I need a openreach modem?

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Thats great, for the ocnfirmation.

 

best place to get one?

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legitimise_sailing
Distinguished Expert
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Message 8 of 11

Re: Do I need a openreach modem?

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The engineer should provide a modem free of charge. Your ISP should give you a HH5 free, or should allow you to buy one for £50. You can buy either a modem or a Homehub5 from a well known auction site.

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debbiefreeman
Beginner
5,370 Views
Message 9 of 11

Re: Do I need a openreach modem?

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Thanks,

 

engineerS didn't provide one, didn't even notice

surely as an instalation engineer this is a major part

of the job??

 

what a joke.  Will have another 2 hour conversation

to try and get one.

 

then will end up on auction site.

 

cheers, a good rant about the 

literally days waiting for people to turn up and

waiting on hold to rehash the same questions

again and again.

 

Groundhog day

 

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legitimise_sailing
Distinguished Expert
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Message 10 of 11

Re: Do I need a openreach modem?

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Does the Homehub 4 work -at all- ?
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