Vodafone broadband asking me to replace openreach faceplate

Northern_Wanderer

Hi,

Had a broadband issue and first off Vodafone says that I had gaming restrictions on my account and this is what caused the internet problem. After using the test socket, Vodafone says I have a fault in the master socket faceplate and I should just use test socket. I said I am paying for a working connection and if there is a fault they should send an engineer. They then asked me to go and buy a faceplate. I said that was not how we do things in this country as I pay for a working service. They then offered to reimburse me for the cost of the faceplate. Is this normal? Where should you buy this from?

Not happy with the customer service as the initial advisor did not call me back when they said they would. Found it a nightmare to call them as very difficult to get a phone number for customer service and hard to get through to speak to someone on the phone plus they don't seem to know what they are talking about. I asked for a ticket number (you are meant to have this when you call them) and was told there was not one. Asked to speak to a manager and after a long wait the advisor assured me all would be taken care of. I demanded to speak to the manager again and told the said manager would call me within 24 hours.

I'm still in contract until next April. Feels like very bad customer service. Also they seem to have reduced my speed and the ping speed is now higher.

Should I demand openreach replaces the faceplate?

Neil_Jones

If you take the bottom cover off the master plate and connect to the hidden test socket on the bottom and your broadband problem goes away, then the issue is being caused by an extension.

All taking the bottom face off does is disconnect those extensions.  They are on "your" side of the connection.  To come and rectify those will be chargeable.

And you don't speak to Openreach, your provider would have to do that and arrange for somebody to come and "fix"/replace the master socket, or the issue in it, if that exists for reasons I've just explained.

Northern_Wanderer

The problem goes away with the test socket, as I said. I do not have any extensions, my router is the only thing plugged into the master socket. Obviously the provider would have to arrange openreach to sort a fault - did you readf my post? I was asking here if it is normal for a provider to ask you to replace a face plate, which I don't think it is. If the problem lies with the router then the provider should sort that.

flaneurs_lobster

Other than aesthetic, is there any reason why you can't just leave the face plate off?

Neil_Jones

Northern_Wanderer said:

The problem goes away with the test socket, as I said. I do not have any extensions, my router is the only thing plugged into the master socket. Obviously the provider would have to arrange openreach to sort a fault - did you readf my post? I was asking here if it is normal for a provider to ask you to replace a face plate, which I don't think it is. If the problem lies with the router then the provider should sort that.

But its not a router problem.  If it was the problem would continue on the test socket.  And you say it doesn't.  So it can't be a router problem.

Issues with the master socket are not yours to deal with.  If the provider thinks that that is the problem then it is up to them to arrange for Outreach to come and sort.

Northern_Wanderer

Neil_Jones said:

Issues with the master socket are not yours to deal with.  If the provider thinks that that is the problem then it is up to them to arrange for Outreach to come and sort.

That's what I thought. Thanks.

Northern_Wanderer

flaneurs_lobster said:

Other than aesthetic, is there any reason why you can't just leave the face plate off?

Because I pay for a working service and no I don't want a filter hanging out the test socket.

The_Fat_Controller

Does the faceplate have any wires connected to the back?

If so, there IS an extension somewhere.

Do you have a phone handset/base station connected ?

Do not be surprised if Vodafone tell you any engineer visit could possibly be chargeable if the faceplate is found to have been damaged.

Northern_Wanderer

The_Fat_Controller said:

Does the faceplate have any wires connected to the back?

If so, there IS an extension somewhere.

Do you have a phone handset/base station connected ?

Do not be surprised if Vodafone tell you any engineer visit could possibly be chargeable if the faceplate is found to have been damaged.

No wires, no extensions and no phones used in the house, just the router attached to master socket.

iniltous

The removable section of a NTE5 type master socket is also known as the consumer panel and is where extension wiring ( if any exists ) is connected , so as already stated , if there is any wiring connected to this  panel , then that wiring or any extensions sockets connected to this wiring isn’t Openreach responsibility.
A standard NTE5 consumer panel has no electronic components, it’s basically just a male plug that fits into the test port and presents a female socket for you to plug into , if there is no extension wiring connected to the consumer panel then it’s difficult to see how the panel itself can be responsible for a fault, it’s also a grey area who is responsible for this panel , although when initially fitted it’s part of the NTE , its also only of any practical use if you have extensions,  using the test socket provides the same ‘connection’  it’s only a slight change to the aesthetic if you use the test port ( the filter is required regardless of the consumer panel being in place or not )

If it’s not a ‘regular’ consumer panel , but an interstitial cover ( so it has a built in filter ) these do have active components that can and do fail, but generally are supplied by the consumer not Openreach , and if they go faulty ( which they do ) generally the consumer or ISP replace them even if it’s branded as Openreach.

Northern_Wanderer

It's a Master Socket 5C MK4 with built in filter, no other wiring.

A Manager from the ISP called me today. They still claim that I should go and buy a new face plate but will reimburse me with the cost. They said Openreach would refuse a job to replace the faceplate and the ISP is unable to send one to me. Perhaps I am being stubborn by refusing to aquire the faceplate but I am unsure where is reputable to buy one as I know a lot of tech stuff online is fake. I don't know where would sell one in a shop and I'd have to travel to a bigger town for that. I still feel that the ISP should be the one to rectify this as I am paying them for a fault free service which as far as I'm concerned includes the master socket including faceplate and router. Openreach fitted the 5C MK4 a few years ago for an intermittent fault.

I have escalated this to a complaint. Suggestions for best way to resolve?