Broadband will not connect

[Wava]

The cables I was given don't fit in the broadband socket. The instructions don't even mention that, and the contents sheet doesn't mention a cable to go in there either

[licquorice]

You need an RJ11 - RJ11 cable to connect the hub DSL socket to the socket on the right labelled broadband on the white master socket.

About 4 quid from Amazon.

[rbz5416]

You need to start at the beginning, we can't guess what your setup is.

So once again, is this a new connection or did you have Internet previously?

You don't order a Hub & phone unless just moving phone service to Digital Voice on an existing connection.

[Wava]

I believe it's a new connection, however, the previous owner was with BT and said it was fine.

If it helps, the router is called Smart Hub SH20A

[rbz5416]

Right, so you need the missing RJ11 cable. You can either battle BT's systems to try to get one sent out or follow @licquorice's suggestion to buy one. Screwfix , B&Q or I think I've even seen them in Asda if you want one today.

Edit: Assuming that your mother's activation date is confirmed as below. Equipment is normally sent out BEFORE activation.

[licquorice]

Have you had an email confirmation of the start date of your service? You don't just take over an existing connection, it is a new service.

[Wava]

Alright then. How do I get bt to send me one? Every time I call them they ask for my phone number, so I enter it and get screeched at like I just called a demon 

[licquorice]

For the sake of £4 I wouldn't bother wasting hours of your time trying, just buy one. Your choice

Call 0330 1234 150

[imjolly]

Bt are looking for a home phone number not mobile and if you got phone from BT then you must also have a home phone number

[rbz5416]

Of course it's also possible that this new connection will be FTTP, in which case you have the correct equipment pending the installation.