BT Smart Hub 2 - package conteHnts - trying to assist elderly neighbour but think some bits missing

[Janetchez]

Hi BT Community

I am trying to assist my elderly neighbour with installing Smart Hub 2 which has arrived at some time in the last few weeks but she only told me yesterday.  Hard enough in these socially distant times 

The box doesn't contain a filter or Broadband cable.   She has an existing filter but the existing cable doesn't fit into the new box.

Should there be a filter and cable in the box ?

How do I get a new one ?

When is switch over likely to take place in BS39 postcode ?

Thanks in advance for any replies

[pippincp]

There should have been a cable and filter supplied. What is she switching from - to?

[Janetchez]

Hi, thanks for the quick reply.

She has been sent a free Smart Hub 2 as I believe due to go to fibre.  She only uses t'internet for emails with family and friends.  

[imjolly]

if neighbour currently on older adsl then if there is a filter connected to phone socket take the cable that is connected to extisting hub and connect that to new hub dsl port.  any cable connected to the old hub LAN ports for devices are just reconnected to the LAN ports of new hub

only real change is you need to use the new power supply that came with new hub

[Janetchez]

Thanks for the suggestion but had previously checked that option, but the new Smart 2 hub has an RJ45 'internet in' cable labelled 'Broadband' (same shape as the other 4 output sockets) previous hub (as with others I've seen) has an RJ11 socket 'in' - apologies if not the correct RJ names but think I've got that correct.

[licquorice]

There should be a grey RJ11 socket labelled 'Broadband' on the SH2. Does the SH2 have a red RJ45 socket, if so that is is the hub that is supplied with FTTP installs. Is the neighbour getting FTTP or FTTC?

[licquorice]

If the grey socket is an RJ45, an RJ11 plug can still be used.

[Janetchez]

Hi again, sorry not very technical this end, husband replied to last msg.

I am looking at the SH2 but not the old hub as that is still plugged in with neighbour.

There is a grey Broadband socket which we now realise is slightly different to the 4 yellow sockets so will see if neighbours existing cable will fit into the socket on SH2 .

Will the old filter be OK to use with the new SH2 ?

Also when is the switch over due to be happening, as I may be able to leave all this till COVID19 has gone away.

[licquorice]

Is the neighbour currently with BT, if so you can switch to the new hub whenever you like as it will work with both ADSL and FTTC (fibre). Just unplug the grey lead from the old hub and plug it into the new one, existing filter will be fine.