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Router issue. The router we have is very large.

Dafrost1187
Visitor

‎04-04-2025 05:14 PM

We were fitted a router which according to people that have seen it say that it is not something they have seen fitted before. It appears much too big for the job that it does and has become detached from the wall. The door at the bottom won't stay closed exposes the wires and has to be wedged closed. WEE box1.pngEE box 2.pnghat can be done about this please as it looks a bit dangerous.  

0 Helpful
3 REPLIES 3
XRaySpeX
EE Community Star
EE Community Star

‎04-04-2025 05:31 PM

That white box is not a router but an ONT modem that brings the BB into your home for you to connect the (BT Smart Hub 2) router (that's the black thing). The ONT was fitted by an OR eng., seemingly faultily,  when your BB was installed. You need to call CS the report a badly installed ONT.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
Chris_B
EE Community Star
EE Community Star
In response to XRaySpeX

‎04-04-2025 09:12 PM

@Dafrost1187  That ONT box was fitted quite some time.  The ridge of paint around it gives that away it’s built up around the edge.   It wasn’t like that when it got installed as there’s no paint behind it and it’s been painted around 
You could ask EE to send out an engineer, but this will be at your cost to have it reattached.  or just refit it yourself just be very careful if you do. 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
x91
Valued Contributor
Valued Contributor

‎04-04-2025 10:28 PM - edited ‎04-04-2025 11:13 PM

The reason it's so large is because it's one of the older ones.  It is actually an outer case housing an ONT (Optical Network Terminal) and a BBU (battery backup unit).  The modern ones don't come with a battery backup and so don't have that large outer case.  (And the red light means the battery has had it, by the way).