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One of my customers has an FTTC upgrade order due to go live on Monday - the ISP has provided an unsuitable "Technicolor TG589" router.
I have asked the customer to return it to the ISP for refund as I'll be providing a Billion product that is suitable for their IT policy.
The ISP have replied stating this:
"I�m afraid you have to have a BT Openreach approved piece of equipment directly after the phone socket"
This is b*ll*cks right?
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Which ISP? Some state they only support specific devices, some state they only allow specific devices and some don't care.
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I believe it's Zen - their own terms and conditions (section 10 here - https://www.zen.co.uk/policies/fibre-broadband-speci... ) seem to be at odds with what my customer has received.
Edited by deleted (Wed 21-Oct-15 15:00:42)
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Pretty sure Zen are fine with you using your own router.
As long as the router is a UK spec with a VDSL modem then it shouldn't be an issue. On BT I use a Billion 8800AXL which works just fine.
What they might not get is a refund on the router though as I suspect it was free as per the packages on the Zen site.
Have you seen the actual response that was sent? Would be interesting to see exact wording of the original query and the response.
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As below (this is to my customer from a zeninternet.co.uk address):
Hi ****,
I�m afraid you have to have a BT Openreach approved piece of equipment directly after the phone socket. Your IT company can put our router in �Bridge Mode� and then add your router after it.
This is an Openreach rule I�m afraid.
Thanks
****
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I would say that is rubbish. Openreach don't have that as a rule. I am very surprised that Zen are saying that - the Zen forum here certainly has posts from users using other routers - it may just be that the person answering gave bad advice.
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Cheers, I thought as much - we've been using Billion (and other brands) to bridge to Watchguard, Juniper etc appliances for years and never had an ISP come out with this statement!
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No it is not b*ll*cks, Zen are trying to stick to the TOS set down by BT.
It is a requirement that the router/modem plugged in to the socket is on the BT approved list.
When it comes down to faults and line testing BT can throw a wobbly if the kit is not approved , ISP's need to show that stats come from approved kit.
Obviously many people ignore this but the TOS are there for a reason.
Your customer should keep the router as a spare and for testing purposes when they het line faults.
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Thanks for the input! I have, in this case recommended they keep the provided Technicolor device for "testing purposes".
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