topic Re: Bt faceplate not working with ee broadband in Archived Posts

Bt faceplate not working with ee broadband

Kevdh — Thu, 05 Aug 2021 18:12:54 GMT

Good evening so I have just changed too EE broadband from BT, now my problem is I have a g fast faceplate from bt on the master socket and it doesn't seem to allow to hub to connect to the Internet, I have bought a new one and it still the same, when I remove the faceplate and plug straight into the wall it works perfect, has anyone else had this issue?

Re: Bt faceplate not working with ee broadband

Mustrum — Thu, 05 Aug 2021 20:10:17 GMT

Not heard of this before, but it could be a faulty filter, or you could be plugging the router into the wrong socket?

Presumable you are using the DSL socket for the router, and adding a dangly filter when you plug into the test socket?

Re: Bt faceplate not working with ee broadband

XRaySpeX — Thu, 05 Aug 2021 20:25:44 GMT

A G.Fast faceplate is not necessary for G.Fast. Perhaps the G.Fast faceplate is not compatible with EE routers. Try an ordinary Mk 4 VDSL faceplate instead or even the plain unfiltered NTE5C faceplate.

Re: Bt faceplate not working with ee broadband

pip11 — Thu, 05 Aug 2021 22:09:05 GMT

Can't see the G,Fast faceplate being incompatable as the broadband signal is connected directly to the test socket, it does not pass through the filter.

The filter is to stop the broadband signal being stopped from the phone.

Re: Bt faceplate not working with ee broadband

XRaySpeX — Fri, 06 Aug 2021 01:37:58 GMT

@pip11 : I know! But why is the BB signal not working thro' the faceplate but works from the bare test socket with the same router? What other explanation can there be?

Faulty faceplate? But OP has tried 2. OK, that leaves 2 faulty faceplates ...

Re: Bt faceplate not working with ee broadband

pip11 — Fri, 06 Aug 2021 09:22:13 GMT

That I can't answer although those clip on faceplates are nortorious for not seating correcly it normally only causes drop outs rather than no service at all and is usually cured by simply removing and re-seating.

Re: Bt faceplate not working with ee broadband

mikeliuk — Fri, 06 Aug 2021 09:25:59 GMT

Hi @Kevdh ,

Assuming you are comfortable with tinkering with technical things, do you still have your old BT router that could be used to assist in debugging?

It's likely you can just use the credentials provided by EE in your BT router with a little digging around on the management page. The blocker might be that some of the options you need access to might be disabled.

Re: Bt faceplate not working with ee broadband

pip11 — Fri, 06 Aug 2021 11:57:57 GMT

You cannot change connection credentials in the BT hub. It is locked to BT.

Re: Bt faceplate not working with ee broadband

Mustrum — Fri, 06 Aug 2021 12:12:46 GMT

Not quite right, many Plusnet users use recent BT Hubs as the are considered better than the PN Hub 1, which is a modified version of the BT HH5A. However BT Hubs cannot cope with EE's username and password combination - they are too long in standard form.

Re: Bt faceplate not working with ee broadband

XRaySpeX — Fri, 06 Aug 2021 12:45:34 GMT

Something doesn't add up:

If as you say the BB signal from the faceplate is connected directly to the test socket how can it work from the test socket but not the faceplate socket? The faceplate must be faulty.
But the OP has tried 2 faceplates. It would be extremely unlikely that both are faulty but it is possible.
Presumably the 1st faceplate was the 1 working OK when on BT. What has changed in the BB in moving from BT to EE? Only the router, the G.Fast line connection being unchanged.
Unless the DSLAM port might have been changed. But then we're back to why is it working at the test socket?

Re: Bt faceplate not working with ee broadband

Kevdh — Fri, 06 Aug 2021 14:01:14 GMT

Meaning what, removing the faceplate allows it to work perfect so I don't understand what you mean

Re: Bt faceplate not working with ee broadband

XRaySpeX — Fri, 06 Aug 2021 14:44:09 GMT

I mean what I say that something doesn't add up. I may have been a little garbled but there are too many contradictions.

Re: Bt faceplate not working with ee broadband

pip11 — Fri, 06 Aug 2021 17:49:56 GMT

@Mustrum I was referring to the credentials being locked to bthomehub@btbroadband.com and cannot be changed (there is no password). Plusnet like BT don't authenticate with a username/password as such.

@XRaySpeX I have no idea what the issue could be as I can see no reason why only an EE hub and no other (including third party ones) would be incompatable with an SSF just because it has the G.Fast logo on it.

Re: Bt faceplate not working with ee broadband

Mustrum — Fri, 06 Aug 2021 17:59:53 GMT

@pip11 You are wrong on two counts,

1. bthomehub@btbroadband.com can easily be changed, and on a PN network, is changed to "username@plusdsl.net"

2. A password can be inserted in the password box and is required on PN.

Not sure where you got your info from, but you can read more about it here.

In my early days with EE I did try using my BT HH5, but as already mentioned the password is too long.

Re: Bt faceplate not working with ee broadband

XRaySpeX — Fri, 06 Aug 2021 18:01:00 GMT

@pip11 : It's not just a G.Fast logo. It has fewer (or is it more?) windings on some choke or another I understand.

No other router has been mentioned in this matter. So we don't know that.

Re: Bt faceplate not working with ee broadband

Kevdh — Fri, 06 Aug 2021 19:38:32 GMT

This is why I am confused, bt worked fine then I changed to ee and now the router only connects to Internet when the faceplate is removed, and yes I have tried 2 faceplate and have the same issue

Re: Bt faceplate not working with ee broadband

pip11 — Fri, 06 Aug 2021 23:40:28 GMT

@Mustrum As this is a residential forum I keep my comments to residential supplied ISP equipment (unless specified third party). In case you didn't notice the poster was specific in that:-

"I have just set up a spare Business Smarthub 6 and have taken the opportunity to record the steps I have taken. I note that there is a sticky relating to the early BT Home Hubs and wonder whether this would ‘make up the set’. I have identified where the setting up differs from the standard Residential version."

As they have different firmware it's hardly surprising.

@XRaySpeX I know third party routers work with the G.Fast faceplate from the BT forum.

Re: Bt faceplate not working with ee broadband

Mustrum — Sat, 07 Aug 2021 00:00:34 GMT

@pip11 you are making no sense, and not helping the OP re BT routers, residential from HH5 including business versions can work on VDSL/ADSL as I already said. Business versions allow a choice of DNS providers and are preferred by many. That said, the old 2 Wire Business router is still the best ADSL modem/router you can use for best ADSL speeds

As for the faceplate issue, I do agree with all you have said, the purpose of the filter, whether it be dangly or faceplate is to filter the higher frequencies from the phone connection, but allow them through to the DSL connection.

Logically the OP has faulty faceplate(s) or upset the dodgy connection to the test socket when inserting them.

Alas not much detail is forthcoming.

Re: Bt faceplate not working with ee broadband

XRaySpeX — Sat, 07 Aug 2021 03:17:36 GMT

@pip11 : What you don't know is whether third party routers work with the G.Fast faceplate in the OP's home! That's where these contradictory issue arises.

Re: Bt faceplate not working with ee broadband

pip11 — Sat, 07 Aug 2021 11:07:32 GMT

@XRaySpeXCorrect but it does rule out a compatability issue. It is certainly a conundrum for which I have no answer.

@MustrumLet's put this discussion to bed with the following.

We were both not quite correct by making sweeping statements without clarity.

Youre being "Not quite right, many Plusnet users use recent BT Hubs as the are considered better than the PN Hub 1, which is a modified version of the BT HH5A. However BT Hubs cannot cope with EE's username and password combination - they are too long in standard form." Should have read BT Business hubs.

Mine, "You cannot change connection credentials in the BT hub. It is locked to BT." Should have read except BT Business hubs which cannot be used on the EE network due to user name/password length.