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andysm
(member) Tue 26-May-15 15:12:43

Modem stopped working - Will I be charged for a BT callout?

[link to this post]

My BT Infinity connection suddenly stopped working at about 9:30 this morning, the modem was unable to synch. Tried all the usual tests. I phoned BT and they arranged an engineer visit for Friday. This afternoon I have been able to borrow another modem and it works fine, so it seems the original OpenReach modem is the problem. I have to give the borrowed modem back. Will I be charged when the engineer visits and finds the modem is the problem?

RobertoS
(elder) Tue 26-May-15 15:55:18

Re: Modem stopped working - Will I be charged for a BT callo

[re: andysm] [link to this post]

I'd order an HG612 3B off eBay for delivery tomorrow and cancel the BT callout.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync 60000/16961kbps @ 600m. - IPv4BQM IPv6BQM

ffox
(committed) Tue 26-May-15 16:43:40

Re: Modem stopped working - Will I be charged for a BT callo

[re: andysm] [link to this post]

You should be OK for now. See here:

http://www.ispreview.co.uk/index.php/2015/02/bt-open...

Plusnet Unlimited Fibre Technicolor TG582n , St Ives Cambs (EMSTIVE)

RobertoS
(elder) Tue 26-May-15 17:12:41

Re: Modem stopped working - Will I be charged for a BT callo

[re: andysm] [link to this post]

ffox's find is good. I hope you haven't done as I suggested.

Another thought as well. You say you've done all the usual tests, but did you try a factory reset on the modem?

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync 60000/16961kbps @ 600m. - IPv4BQM IPv6BQM

MHC
(sensei) Tue 26-May-15 17:13:51

Re: Modem stopped working - Will I be charged for a BT callo

[re: andysm] [link to this post]

You should be fine. The modem is BT s property and they will normally replace FOC unless it is shown that you were responsible.

Why not call BT and tell them what you have done and ask they if they will send you a modem rather than a visit?

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

M H C

taurus excreta cerebrum vincit

RobertoS
(elder) Tue 26-May-15 17:18:36

Re: Modem stopped working - Will I be charged for a BT callo

[re: MHC] [link to this post]

Do BT Consumer have them? Even if they do it would inevitably be later than an engineer replacing it.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync 60000/16961kbps @ 600m. - IPv4BQM IPv6BQM

Zarjaz
(eat-sleep-adslguide) Tue 26-May-15 18:02:27

Re: Modem stopped working - Will I be charged for a BT callo

[re: MHC] [link to this post]

You should be fine

You will be fine ..... Openreach's modem will be replaced for free.

Zarjaz

andysm
(member) Tue 26-May-15 21:38:00

Re: Modem stopped working - Will I be charged for a BT callo

[re: RobertoS] [link to this post]

In reply to a post by RobertoS:
ffox's find is good. I hope you haven't done as I suggested.

Another thought as well. You say you've done all the usual tests, but did you try a factory reset on the modem?

I tried pressing the reset button on the bottom but it didn't appear to do anything, so I turned it off and on again.

RobertoS
(elder) Tue 26-May-15 21:52:23

Re: Modem stopped working - Will I be charged for a BT callo

[re: andysm] [link to this post]

To do a factory reset you need the modem on and fully booted up, then press and hold the reset button for several seconds - until the lights start flashing smile

. Then release the button and wait until it is all back looking normal.

There's a deliberate time delay while you have it pressed, to ensure it isn't done accidentally.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync 60000/16961kbps @ 600m. - IPv4BQM IPv6BQM

Edited by RobertoS (Tue 26-May-15 21:53:16)

andysm
(member) Sat 30-May-15 08:56:37

Re: Modem stopped working - Will I be charged for a BT callo

[re: RobertoS] [link to this post]

I ordered a modem from the usual place. While I was awaiting delivery I received several calls from BT, but no resolution to the problem. The ebay modem arrived this morning. While I was unplugging the old modem I noticed the PSU was very warm, much warmer than I would expect. I swapped the PSU but kept my original modem, and it now works fine, so it seems the issue was with the old modem's PSU.

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