BT router problem / query

Gers

I could do with some sensible advice please.

My mum has ordered BT Infinity service which is to activated from midnight.

I've driven down to her place (she's 89) to install the new home hub 6. She currently has hh2.

The new hub wouldn't work, just kept cycling from green to flashing orange to blue - then a message about logging into a network and the access blocked.

I ran BT and got a helpful agent in Ireland, although she did try to persuade me that the problems were just things 'stabilising'.

After a wee while of discussion she did a line check and came back with a fault on it. An engineer is booked for Wednesday.

I then reconnected the old router and it works perfectly well.

Now I suspect the hh6 is faulty, I could be mistaken though.

Is it possible for this to be the case- hh6 not working because the line is faulty but hh2 will?

Thanks.

forgotmyname

What speed is it connecting at? Maybe they have not actually upgraded the line yet? Still on the copper connection?

Which socket are you plugging it into?

Gers

forgotmyname wrote: »

What speed is it connecting at? Maybe they have not actually upgraded the line yet? Still on the copper connection?

Which socket are you plugging it into?

Can't tell speed as I can't 'log in'. Just plugging it straight into the master socket using the existing cable into broadband socket.

I can't understand why HH6 doesn't work but HH2 does. Just last week I replaced my HH4 with a HH6 and it was a simple process.

Gers

Update...

Sorted it. Overnight the problem ran round my brain and I woke up with the answer - user error! I had plugged in the Ethernet cable for the wifi extender which was causing the conflict. Unplugged it and all is well.

Phew!

steveE2

Make sure to cancel Wednesdays appointment,you don't want a large bill coming through

Strider590

You mean you plugged the ethernet cable into the modem socket? Because I find it incredibly unlikely that ethernet conflicts with the internet connection.

Gers

steveE2 wrote: »

Make sure to cancel Wednesdays appointment,you don't want a large bill coming through

There wasn't a fault on the line at all. Seems that the agent I spoke to yesterday was wrong. I had a feeling about it and rang BT this morning to ask for another line check, came back clear so engineer cancelled.

Strider590 wrote: »

You mean you plugged the ethernet cable into the modem socket? Because I find it incredibly unlikely that ethernet conflicts with the internet connection.

I didn't explain properly. There was an Ethernet cable connecting the router and the old wifi extenders which I blithely plugged in. I kept on getting the blooming error messages as, I presume, no connection could be made. Once I unplugged the extra cable everything worked.

Infinity now on and a new wireless wifi extender in place and working.

Thanks for all the input.