No sync on new install

I have just had ADSL installed (plus.net) at my sister's. The four port router shows no sync light at all (the LED marked "broadband" on the router) - yes I have filters on all used sockets (there are 2 sockets as far as we can tell). I have even tried unplugging everything else (the two phones) and just having the router into the main socket via a filter.

At first I thought the router may have been faulty, but it shows a sync light when i plug it in at home. So I then checked with plus.net and the portal shows the correct line number.

I then thought to try plugging the router direct into the test socket to isolate the (frankly) poor internal extension cabling... however, the "master" socket is not an NTE5 - it is a square BT style socket, but is smaller (a simple extension socket I think). I unscrewed the faceplate and there is no test socket as expected.

The external BT wire seems to come into this socket and one extension cable goes out. This extension terminates in another room and is in a very poor state (i can see the small coloured wires going into the socket) but works fine with a phone.

What are my sister's options here? I'm convinced the lack of sync is related to the poor internal wiring - could this prevent sync? Without a test socket it's difficult to be certain. Should I contact BT to ask them to replace the "master" socket and sort out the internal wiring?

For now I have instigated a broadband fault via the plus.net portal - tests came back as "inconclusive".

Thanks for your advice.

EDIT: this is also posted in the "Technical Issues" section (sorry i know it's bad form to double post), but I've had little response there

Edited by jhurrell (Thu 18-Dec-08 11:09:19)

Some useful info about sockets, and pictures.

Thanks. Yes it's definitely not an NTE5.

What we think is the "master" socket is smaller than an NTE5, but appears to be branded with a BT logo (as in that image of a "Branded BT Line Jack"). The wire that comes in to this box comes from outside, so i'm assuming it comes straight off the overhead wire.

However, I'm now wondering if the actual proper master NTE5 isn't somewhere else hidden...

It's quite likely that you don't have an NTE5 socket - I, for example, have a GPO cover plate.

Don't think about calling BT in to deal with internal wiring as the charges will be rather high.

Ok. Thanks for your response. Any body any ideas what we should do? Plus Net are saying they have found no problems at their end, so I take it from that that the ADSL is indeed on the correct line...

I'm aware BT charge a lot for internal wiring, but what are the alternatives (my sister lives 200 miles from me and would rather not touch any wires if at all possible)...

I guess it's down to yellow pages and ex-BT engineers?

Have you, verbally, made sure that she's plugged things in correctly including filters.

One assumes that her telephone is still working correctly.

Did you try the suggestion I made in the Technical Issues forum?

Hi there,

Do you want to PM me a username or ticket ID from the account? I'll give the faults team a nudge and see what's going on for you.

Yes, thanks for the suggestion. I got her to try this to no avail - unplugged both phones and just plugged the router in at the "master" socket.

Yes... we've tried a lot of differnet scenarios. Including changing the filters.. with and without phones plugged in.

Phone works fine with and without the filter on both existing sockets.

Edited by jhurrell (Thu 18-Dec-08 17:09:26)