By: MarkJ - 27 January, 2012 (12:44 PM) - Score: 1947 - Fixed Line Broadband
Customers of BT Retail's new superfast 'up to' 40Mbps (soon to be 80Mbps) BT-Infinity broadband service are being sent a new and "even better" VDSL2 / FTTC modem (Huawei EchoLife HG612) for free. A letter to affected users states that the new modems will "improve your broadband connection", but in reality they're just replacing faulty kit with a working version.Extract from BT's Letter
"We're giving you a even better BT infinity modem for Free
To make sure you always get the best possible broadband services, we're going to swap your Openreach modem for a better one, for free. The new modem improves your broadband connection, so your BT infinity will be even better."
"We're giving you a even better BT infinity modem for Free
To make sure you always get the best possible broadband services, we're going to swap your Openreach modem for a better one, for free. The new modem improves your broadband connection, so your BT infinity will be even better."
The situation, which The Register picked up on today, isn't as recent as the report suggests. After some digging we quickly discovered that it had been going on since around November 2011 and the even earlier discovery of a serious overheating fault that could cause a "total loss of service".
ISPreview.co.uk understands that the letters are being sent out to everyone who was supplied with an "Openreach Modem" as part of their BT-Infinity order before August 2011. So those who received the kit after that date should be fine.
KerryG, One of BT's Community Managers, said in mid-November 2011:
"We've been listening to customer feedback and identified a reliability problem with the modem which causes disconnections or even total loss of service.
In your letter it explains the next steps - you'll be contacted by our partner Kelly Communications offering you a free appointment to fit your new free Openreach Modem - the modem swap takes about 30 minutes.
We know that some of you have already begun receiving these letters/calls and want to reassure you that they are genuine contacts as we are working with Kelly Communications to arrange the modem swap."
"We've been listening to customer feedback and identified a reliability problem with the modem which causes disconnections or even total loss of service.
In your letter it explains the next steps - you'll be contacted by our partner Kelly Communications offering you a free appointment to fit your new free Openreach Modem - the modem swap takes about 30 minutes.
We know that some of you have already begun receiving these letters/calls and want to reassure you that they are genuine contacts as we are working with Kelly Communications to arrange the modem swap."
The "new" and "better" modems (not to be confused with BT's separate HomeHub routers) are virtually identical to the old models but include the new fix and a Version 2 or Version 3 style label on the bottom (many of last year's replacements are marked V2).
It should be stressed that there is no risk of the overheating problem causing a fire, although it does crash the modem and can do tiny amounts of damage over time that might prevent the kit from working.
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Comments: 11
DeductionPosted: 27 January, 2012 - 4:18 PM
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LOL and some blabber on about stats from the things...... It can not even operate without overheating let alone report stats right LOL
Typical of BTs garbage routers.
LiamPosted: 27 January, 2012 - 4:31 PM
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Explains, I complained about this to BT on Twitter, their forums and their call centre. Went around in circles. I read that there were some people getting the newer modems on request, but call BT and they want to charge you £80.
DeductionPosted: 27 January, 2012 - 5:09 PM
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+ another "engineer" visit no doubt to "connect" it?
What a disaster, they seem to have a history with problem equipment they supply to users, from prior BT homehubs having security flaws and hardware failure to BT vision boxes freezing up. Wish i was shocked but im not.
Telecom EngineerPosted: 27 January, 2012 - 8:45 PM
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The good models are 2B and 3B, (2V and prior have same issue). Not such an issue if you have your modem wall mounted (which really ought to be mandatory IMO). So unless you run a 2B or 3B I suggest wall mounting with clear space around it to avoid issue until BT replace for free (one good thing with this product being the modem is under maintenance contract to BT).
Of those which have failed the most common issue is people putting the HH3 on top of the OR modem causing extra heat. But yeah - poor design no excuses.
BobPosted: 27 January, 2012 - 9:40 PM
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BT do not seem to be complying with the legislation. Any overheating problem is regarded as a serious afety & Fire risk and as such BT ought to put out a producr recall notice and advice people to unplug them and not use them.
As BT no of the problem thir approval uner the EU legislation is invalid as it wil not be operating within the design critera
Although the risk may be very small I would advise anyone not to use them. Better safe than sorry
DeductionPosted: 28 January, 2012 - 2:22 AM
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quote"one good thing with this product being the modem is under maintenance contract to BT"
Yeah the nice oak/glass table or other expensive furniture you have it sitting on where it leaves an ugly heat mark isnt though.
Agree with bob, if there is any risk at all the product should be recalled at their cost.
StarmanPosted: 28 January, 2012 - 8:54 AM
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Personally speaking my Infinity install was in March last year and I modem has quite happily sat on a cold concrete floor next to my BT Master Socket in a cupboard.
Micksea173Posted: 28 January, 2012 - 2:55 PM
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I have V2B Openreach modem and that has been dropping my connection every few days. When my FTTC install was done I wasn't asked if I wanted the modem on the wall or not. It was just plonked on top of my hi-fi by the engineer.
DeductionPosted: 28 January, 2012 - 3:00 PM
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quote"It was just plonked on top of my hi-fi by the engineer."
A nice place to plonk it LOL hope it doesnt interfere if you listen to the radio on your hifi.
FibreFredPosted: 28 January, 2012 - 7:19 PM
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+ another "engineer" visit no doubt to "connect" it?
1) As its BT property and responsibility yes of course they have to do it
2) To ensure no faulty units are left in use
DeductionPosted: 28 January, 2012 - 9:32 PM
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1) What they have to come and unplug a cable and plug it back in to a new router? Do they charge if you ever want to move the thing to a different room or power socket also?
2) Dont they have records of the serial numbers affected?
Sounds a shambles to me.
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