Now TV Broadband Master Microfilter does not fin in Openreach Modem

[Anonymous User]

Hello! We are trying to get our Broadband installed but we are having trouble because of the  Modem. We believe we have a full fibre Openreach modem but we are just trying to install normal fttc broadband with NOW. 

The design of the modem means that the supplied Master Microfilter from Now frustratingly does not fit the router while the power cable is connected. We have bought this other cable and tried using it in its place but it does not work. Are we doing anything wrong/how can we get our broadband working? Is there something else I need? 

photos: https://share.icloud.com/photos/0a3l-DyT5c5VV3ortCN1gCGig

Any help would be greatly appreciated!

[chilli2]

You should have a mastersocket/ phone plug, that in your picture is an openreach ont for what is called full fibre.

Now is not compatable with that set up, and may not be available at your address

[redchiz1]

You don't need a separate modem with FTTC from Now. Just connect the Hub directly at the master socket, either via the DSL socket, or using a plugin microfilter as appropriate. NOW doesn't offer a full fibre service. 

[Anonymous User]

Thank you so much! so essentially we need to plug it into the phone socket? We have looked everywhere around the flat and haven’t been able to locate it. Is the DSL socket usually located anywhere or is it usually next to the open reach modem? Sorry for the dumb question but is it possible that we don’t have a DSL socket/it was replaced with this modem or is it likely we will have one in addition to this?

[Jayach]

That is quite an old ONT installation, it has the battery back-up and they are not commonly fitted now.

Is this a fairly new flat? If so It's quite likely that is doesn't have copper telephone wiring, possibly never had. Speak to some of the other residents, they will probably know if the property is FTTP (Fire to the Property) only.

If it is FTTP only you will need to go with another supplier who does do Full Fibre, although if that is the case, the Now system shouldn't have allowed you order from them.

Edit: Also the phone socket on the ONT will probably not be used, nowadays the phones connect direct to the router.

[redchiz1]

@Anonymous User 

If you don't have a standard phone socket with a line connected then NOW cannot supply you with a broadband service, so I am puzzled how they sold you this in the first place. I would get onto them directly and explain your issue, call 0330 041 2518.

[chilli2]

Dont be put off by the "old " ONT , as far as these things go all ONTs are relatively new compared to the age of some of the older mastersockets etc that are present in most peoples houses.

 The "older" ONT with the battery back up unit is in my opinion a better set up than the newer stripped back, built to a cheaper cost newer units.

If you have no copper servics to the property, then you shouldnt have been able to order a service from Now , however that depends upon a few things that dont always tally up:

Now to have an upto date database of areas  where their service is and is not available - these are changing all the time

Openreach to provide an up to date data base.

openreach to know what the other end of openreach is doing ( dont know ###### from elbow is appropriate here)

So first of all, if a jobs worth doing then do it yourself

Put your details in here, its branded as BT ( retail) but its really openreach ( again ###### from elbow)

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

What do you see?

Next, see if your exchange is on this list:

 https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=&cad=rja&uact=8&ved=2ahUKEwi1xpKix_H5A...

if it is is there a switch off or stop sell date?

[Jayach]

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@chilli2 wrote:

Dont be put off by the "old " ONT , as far as these things go all ONTs are relatively new compared to the age of some of the older mastersockets etc that are present in most peoples houses.

 The "older" ONT with the battery back up unit is in my opinion a better set up than the newer stripped back, built to a cheaper cost newer units.

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! wasn't disparaging it, just saying it had been there a while. They were often put into new build blocks such as retirement flats, and no copper was installed.

[chilli2]

The aim was to say that the latest isnt always the greatest.

 As for the attached pictures, if only FTTP isd available then now wont be able to provide a service.

 As for the ONT, if the light on the battery back up is continuously orange, then the internal batteries will need replacing.

 You need to get some NimH cells (AA size) i would recomend eneloop rechargable batteries .

 As for moving things forward, if you have signed up to Now, and they can not provide a service then  you will need to contact them, their systems should have stopped the order.

 you may be able to get a deal with Sky (nows parent company) who offer FTTP, call Now and if you cant get a service the  make a fuss that they have caused issues as a result of their (now's) systems being wrong.

see here for other providers:

 https://www.openreach.com/fibre-broadband/fttp-providers