Bt faceplate not working with ee broadband

[Kevdh]

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?

[Mustrum]

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?

[XRaySpeX]

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.

[pip11]

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.

[XRaySpeX]

@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 ...

[pip11]

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.

[mikeliuk]

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.

[pip11]

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

[Mustrum]

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.

[XRaySpeX]

Something doesn't add up:

1. 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.
2. But the OP has tried 2 faceplates. It would be extremely unlikely that both are faulty but it is possible.
3. 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.
4. Unless the DSLAM port might have been changed. But then we're back to why is it working at the test socket?