Deceased Router

[g7mjv]

Hello, I wonder if you can help me please?

My Broadband has gone down.

It's been dropping out for ages, despite Openreach visiting and checking the line a couple of times.

On occasions it's been really slow but a reboot of the router seemed to cure it.

It's now got a blinking ogange light and I have no service.

I don't have a landline phone

Could you send me a new router please

Many thanks

[g7mjv]

Yes, I've returned the settings to normal.. My mobile number is on my records. 

Are you going to send a new router? I suspect the engineer will find that my router is faulty and charge me for the visit... Is that right

[nambuso-TT]

I will need you to please return to your normal setup so that I can book an engineer for you:)

Do you have a mobile number you can provide us so we can contact you if needed?

[g7mjv]

Yes, that's done

[nambuso-TT]

AS long as you have one microfilter. We'll now need you to connect your ADSL cable to your router and microfilter, and then connect the microfilter to your master socket.

[g7mjv]

The 5C socket has a filter inside but I do have an extra microfilter available

[nambuso-TT]

Perfect, Do you have a microfilter?

These would be supplied with the router so may be in the box if you still have it.

[g7mjv]

The faceplate has been reattached

[nambuso-TT]

Please confirm once that is done. 

[nambuso-TT]

We can see the line test still indicating an internal wiring issue after your equipment was disconnected, so this will need further investigation. Please reattach your faceplate back onto the master socket

[g7mjv]

That's great, I will wait for the results of your test.. 

[nambuso-TT]

I am about to run a test that will look at the condition of your line. This test will identify any faults in the cables and associated equipment, between your home and the exchange, that could effect your service.

The result will allow us to determine if an engineer is required, or whether additional checks need to be completed with you.

[g7mjv]

The faceplate has been removed.. 

[nambuso-TT]

Alright, so I'll now need you to remove the faceplate from your master socket.

Remove anything connected to the phone socket

Remove the front cover by pressing the clips on the either side of the cover and gently pull the plate towards you

With the front cover open, the Test socket can be seen at the "centre top" of the back plate

Please confirm once that is done. Thanks

[g7mjv]

The faceplate does not have screws but it unclips.. Behind the faceplate is a connection for a telephone.

There is nothing connected to the router at the moment. Do you wish me to disconnect the router from the socket whilst you test the line?

[nambuso-TT]

Just to confirm @g7mjv, Does the faceplate have the screws on the front?

[nambuso-TT]

Okay, The line test result has identified an issue that may be caused by equipment and wiring in your home.

These issues are most often caused by problems with internal wiring. Common causes are:

• incorrect filter setup
• old, worn or damaged wiring
• use of an extension cable between the master socket and the router
• connecting to a telephone socket other than the master socket - which is the socket where the telephone line enters your property

I'll need to perform the test again with your equipment disconnected to check the most likely cause.

I'll guide you through the steps needed. Once I've retested with the equipment disconnected, I'll be able to tell you if an engineer is required or whether there are issues, I can investigate with you through further checks

[g7mjv]

The master socket 5C is the only socket in the house. The only connection to it is the router.

[nambuso-TT]

@g7mjv please choose one of the above options:)

[g7mjv]

Yes, that's all fine

[nambuso-TT]

Ensure any devices connected to other telephone sockets in your house are connected to a microfilter, which is then connected to the telephone socket.

Checked and other devices are connected through microfilters

Connected microfilters to the other devices

No other devices connected to the telephone line

Don't have enough microfilter to correct the setup