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Lisah31
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Message 1 of 29

Broadband failed after thunderstorm

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My bt infinity stopped working during the storm on Friday night. Phone line is fine. An engineer visit is booked for Wednesday and I've been told I'll have to pay £129 if the damage is to wiring on my property. With it being half-term holiday, it means cancelling a trip away. I've only been a customer for 4 months and I've already had enough. Does anyone know what might be the issue with the broadband? Have others been charged for this type of fault?
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Distinguished Sage
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Message 2 of 29

Re: Broadband failed after thunderstorm

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Welcome to this user forum. @Lisah31

 

Which one of these matches your master phone socket?

 

nte.jpg or oldnte.jpgor adslface.jpg ornewnte.jpg

 

My guess is that its going to be the last on on the right, as they are easily damaged by a storm.

 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

 

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Lisah31
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Message 3 of 29

Re: Broadband failed after thunderstorm

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Hello, I can't see any pictures, it just says or or or. The master socket says it's a 5C, open reach MK4. I did the quiet line test and it's quite quiet.
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Message 4 of 29

Re: Broadband failed after thunderstorm

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@Lisah31

Thanks for that. I think that has two sockets side by side, one for the phone, and one for the broadband, is that correct?

 

Which BT Home hub do you have?

 

 

 

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Lisah31
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Message 5 of 29

Re: Broadband failed after thunderstorm

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Yes that's right Keith
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Lisah31
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Message 6 of 29

Re: Broadband failed after thunderstorm

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I've got a smart hub
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Message 7 of 29

Re: Broadband failed after thunderstorm

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@Lisah31

With the smart hub came two microfilters which you did not need to use, but can you find one of them please?

 

Then remove the front part of that MK4 socket, it just held in by a couple of clips.

 

When it has been unclipped, you will see a single socket behind it.

 

Plug a microfilter into that single socket, then plug the lead from the home hub into that socket after removing it from its existing position. That socket is the test socket and is used to prove whether the fault is within your wiring.

 

See if the home hub now connects.

 

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Lisah31
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Message 8 of 29

Re: Broadband failed after thunderstorm

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Unfortunately it didn't solve it, Keith.
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Message 9 of 29

Re: Broadband failed after thunderstorm

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@Lisah31 wrote:
Unfortunately it didn't solve it, Keith.

What lights are showing on the smart hub?

 

Have you checked the BT Service status page?

 

https://www.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=31

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Lisah31
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Message 10 of 29

Re: Broadband failed after thunderstorm

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Service status shows no problems.

The lights flash purple. I swapped a cable from the hub to the socket too but this didn't resolve it either.
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