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Birobod
Newbie
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Message 1 of 16

Broadband down.

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My fibre connection is down and has been since Friday 24th August. I have made all necessary checks on my end then contacted BT who said they will send an engineer. On Sunday i had a call from BT telling me the fault is outside of the property so the engineer doesn't need access. Work was carried out today 28th August to fix the issue but still, no broadband. I was told to restart the hub 5 and see then and if not, to wait a further 24 hours and try a restart again, 6 days with no service. Lights are working on the hub 5 but, not the openreach modem, it seems to have no power going to it, I've checked the socket. I am frustrated and angry right now, I am seriously considering moving to another provider as I believe I will get set up and ready to go quicker than it's taking BT to resolve an issue. Is there anyone out there that can lend a hand in resolving this issue?
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Distinguished Sage
Distinguished Sage
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Message 2 of 16

Re: Broadband down.

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does your phone work?

are you on FTTP or FTTC?



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Birobod
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Message 3 of 16

Re: Broadband down.

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Phone is working fine.
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Birobod
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Message 4 of 16

Re: Broadband down.

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Fttc
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Distinguished Sage
Distinguished Sage
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Message 5 of 16

Re: Broadband down.

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if FTTC have you tried just connecting the hh5 to the test socket with a filter and miss out the openreach modem and see if that works



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Birobod
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Message 6 of 16

Re: Broadband down.

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I don't have any filters so, no. Would it work without them?
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Distinguished Sage
Distinguished Sage
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Message 7 of 16

Re: Broadband down.

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@Birobod wrote:
I don't have any filters so, no. Would it work without them?

Unplug the phone lead from where the Openreach modem is plugged in, then connect the DSL lead from the HH5 into that same point, which would either be into a microfilter, or a filtered socket.

If you cannot find where you put the HH5 DSL lead, then the one going into the modem may work.

 

Distinguished Guru
Distinguished Guru
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Message 8 of 16

Re: Broadband down.

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As the HH5 doesn't need the Openreach modem have you tried connecting without it?

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Birobod
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Message 9 of 16

Re: Broadband down.

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I'm not sure if I understand. I have a box on the wall with 2 sockets, the lower socket is the phone, the one above has a lead that goes to the DSL socket in the modem. Is it that DSL that I plug into the hh5 DSL socket instead of the modem socket?
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Moderator
Moderator
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Message 10 of 16

Re: Broadband down.

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@Birobod wrote:
I'm not sure if I understand. I have a box on the wall with 2 sockets, the lower socket is the phone, the one above has a lead that goes to the DSL socket in the modem. Is it that DSL that I plug into the hh5 DSL socket instead of the modem socket?

That's right @Birobod

Plug the DSL lead into the Hub 5 instead of the Openreach modem.  Post back and let us know how you get on with this.

Cheers,

Robbie

Community ModeratorRobbieMac
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