Openreach FTTC Modem Fault

Hi,

We resell to business clients FTTC, we currently have a 80% failure rate of the Openreach FTTC modems. The fault relates to the user loosing sync. A quick swapout of the modem fixes the issue.

Is this issue widespread?

I'm guessing it's costing BT a fortune in revisits.

Fairly widespread, yes. I am also seeing a high failure rate.

yes, that is a very high failure rate though. There is a component issue which has been resolved in newest models (will come online soon). The unit is under warranty and replacement free although the day or two downtime is annoying. The "faulty" modems will however work without issue provided they are not crowded (i.e. plenty of space and router not placed on top) and out of direct sunlight. I have seen a no sync hot unit get sync just by placing it vertically (so heat goes up out of vent).
I would recommend asking your clients to power down the router for 10mins to let the unit cool and try again, may work while they await openreach.
On install get the eu to ask for it wall mounted - this will be done free of charge and avoids a great deal of these issues.

The unit is under warranty and replacement free

<nitpick>
It's not under warranty as such - it's leased and therefore OR will always be obliged to supply a replacement if it goes tits-up. "Under Warranty" is a different concept altogether.
</nitpick>
Otherwise, from what I hear your comments are accurate - mine, FWIW is mounted vertically, barely runs warm and so far (touches wood) has been trouble free

A slight aside, but related

http://revk.www.me.uk/2011/06/high-speed-internet-fi...

Under warranty to OR so costs etc will be recovered from modem supplier (op said cost OR a fortune). As a result manufacturer is quick to resolve issue as doesnt want to cough up for thousands of repairs and engineer visits...
Of course will always be replaced free to end user provided not damaged.

In reply to a post by Anonymous:

On install get the eu to ask for it wall mounted - this will be done free of charge and avoids a great deal of these issues.

The unit is designed to lay flat, that is why it has rubber feet. If it does not work that way it is faulty. Also, mounting it vertically does help if there is an issue, but in my experience it did not fully cure the issue.

I cannot wait until modem/routers are widely available so I can swap out this POS .

DrT

In reply to a post by DrTeeth:

The unit is designed to lay flat, that is why it has rubber feet.

That's arguable... the rubber feet also keep it away from the wall.

The labels would indicate that it's designed to be wall-mounted- if it's horizontal they're upside down (unless you like to have the cables at the front).

My first Modem lasted a week, then died. The DSL light was permanently flashing.

The OR Engineer came next day and replaced it. So far, so good after 3 weeks.

Modem was wall mounted vertically and is out of direct sunlight. Runs just warm to the touch- much cooler than the HH3.

The labels would indicate that it's designed to be wall-mounted- if it's horizontal they're upside down (unless you like to have the cables at the front).

....yep, that and the drilling template that comes in the box !!!