Because frontline support aren't that highly trained.
They have a script for the setup that the engineer installed, and probably don't even know your
HH5 has a modem. (As opposed to the users who are only given one, without the white box, which is a modem).
You plug the phone line into the DSL port of the HH5 of course, not the WAN port that the white box feeds. To be absolutely clear, the cable that goes from the phone socket to the modem stays in rather same "phone"/DSL socket and the modem end of it into the HH DSL.
Yes it will Plug'n'Play.
It's very possible the engineer won't come to the house. If it is a fault in the Openreach network, fixing it may fix it for all those affected.
The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk.
Domains, site and mail hosting - Tsohost
Connection - AAISP Home::1 80/20. Sync 59997/15142kbps @ 600m. - BQM
Edited by RobertoS (Mon 30-Nov-15 09:18:58)