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Moderator
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Message 21 of 30

Re: Broadband still not fixed

Hi @Dan22341,

Sorry to hear that your broadband connection is still not up and working.

The engineer that was out with you today was a phone line engineer and was only out to check the line as you had reported that you couldn't make calls. I'm not sure why he advised that he would call you later, the line fault was cleared as no fault found. I'm sorry that you were given incorrect information.

When I test the broadband I am not finding any hub connected would you be able to send post a photo of how you have the hub set up?

Thanks

Matt

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Aspiring Contributor
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Message 22 of 30

Re: Broadband still not fixed

i can't send a photo because my phone takes higher images then the site will allow me to post but here is how it is connected broadband cable connected from the hub to the phone socket with the phone connected with a microfilter hope this helps.
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Message 23 of 30

Re: Broadband still not fixed

@Dan22341

What colour is the light on the hub and is the light flashing or solid?

Thanks

Matt

 

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Aspiring Contributor
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Message 24 of 30

Re: Broadband still not fixed

It has a solid orange light
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Distinguished Sage
Distinguished Sage
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Message 25 of 30

Re: Broadband still not fixed

Connect it up like this, to see if it works. You should have a home hub 5, home hub 6, or smart hub 2.

infinity_test.jpg

Does your master socket look like the one shown above?

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Aspiring Contributor
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Message 26 of 30

Re: Broadband still not fixed

i think mine is one that clips off
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Message 27 of 30

Re: Broadband still not fixed

@Dan22341

Thanks, @Keith_Beddoe.

Can you make sure your hub is connected up the same way as @Keith_Beddoeh diagram?

I have also reported a fault to our supplier so that they can check the network there is not a network fault. If an engineer appointment is required we will call you and arrange the appointment with you.

Thanks 

Matt

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Message 28 of 30

Re: Broadband still not fixed

would be difficult for me to do i can't bend down due to a bad back and the socket is behind the sofa i think it would be best if a broadband engineer came out to me
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Message 29 of 30

Re: Broadband still not fixed


@Dan22341 wrote:
i think mine is one that clips off

Does it just have one outlet, like this picture?

5c_1-reduced.jpg

If it does, then unclip the front part, and the test socket will be behind.

Then connect it as shown below.

NTE 5C Test socket checkNTE 5C Test socket check

If you have two outlets on the front, then the home hub must plug into the small broadband socket. no filter is needed.

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Message 30 of 30

Re: Broadband still not fixed


@Dan22341 wrote:
would be difficult for me to do i can't bend down due to a bad back and the socket is behind the sofa i think it would be best if a broadband engineer came out to me

That is fine, as you are entitled to free visits until the problem is sorted and you have service.

@Matt-S   should be able to arrange this.

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