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Newbie
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Message 1 of 10

Broadband

Hi, 

 

I have just moved house, the broadband doesn't work. 

 

Checked the master point which is hanging off the wall and there are 3 loose wires.

 

Which one goes where?

 

Any help would be greatly appreciated 

IMG-20200119-WA0001.jpg

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Distinguished Sage
Distinguished Sage
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Message 2 of 10

Re: Broadband

are you a BT broadband customer?

 



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Newbie
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Message 3 of 10

Re: Broadband

  • Yes
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Message 4 of 10

Re: Broadband


@Emfa112 wrote:
  • Yes

Then as a new customer, you are entitled to a  free visit to fix the problem.

When was your service supposed to be activated?

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Newbie
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Message 5 of 10

Re: Broadband

Friday, but I've only just had chance to look at it after unpacking a few boxes

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Message 6 of 10

Re: Broadband


@Emfa112 wrote:

Friday, but I've only just had chance to look at it after unpacking a few boxes


Then give BT a ring now on 0800 800 150, and say your broadband does not work, and  also say you suspect there is an issue with the wiring in the house that you have moved into. It may also be worth seeing if the phone works.

You should get a visit within 48  hours, or even tomorrow, as an Openreach appointment would already have been built, for such an occasion, as its a new installation.

Openreach will visit and sort the problem out, and may even fit a new master socket.

If you cannot get it resolved within a couple of days, please post back her.

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Distinguished Guru
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Message 7 of 10

Re: Broadband

That is not telecom cabling, looks like intruder alarm. If openreach attend they may charge you for the visit. 

Suggest you try either the black or green wires into terminal 5 of that removable front plate 

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Message 8 of 10

Re: Broadband

If you replace the faceplate and connect a phone to the socket do you get a dial tone. This should work whether the wires are connected or not



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Message 9 of 10

Re: Broadband


@Devon_Dave wrote:

That is not telecom cabling, looks like intruder alarm. If openreach attend they may charge you for the visit. 

Suggest you try either the black or green wires into terminal 5 of that removable front plate 


You will not be charged for the visit as it is a new broadband installation and you are entitled to a free installation visit.  

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Message 10 of 10

Re: Broadband

The panel in your hand in the photo is the ‘consumer panel’ and is what any extension wiring should be connected to ( and not part of any Openreach responsibility)...the part of the socket still attached to the wall should have a test port (socket) , this is where dialtone should be present ( and where Openreach’s responsibility ends )

...have you tried checking for dialtone in the test socket ?, if you don’t intend to use any extension sockets you can remove all wiring on the consumer panel, if you want to use an extension socket, you need to check terminals 2 and 5 of the first extension socket , and ensure the same two wires are on 2 and 5 of the consumer panel, obviously the extension will only work when the master socket is reassembled

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