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    ECI BTO modem has died after only a few weeks

    This is a discussion on ECI BTO modem has died after only a few weeks within the Sky Broadband (Fibre) Help forums, part of the Sky Broadband help and support category; I've only had Sky fibre a few weeks and now the BTO modem has died. I tried calling customer services ...

    1. #1
      ScotsLaddie's Avatar
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      ECI BTO modem has died after only a few weeks

      I've only had Sky fibre a few weeks and now the BTO modem has died. I tried calling customer services but the fibre dept. was closed when I called at 8.20pm. I've now contacted sky through twitter who have promised someone will be in touch before midday tomorrow. I'll keep this thread updated with any progress but I just wondered if anyone else has had a modem fail and how long it took to get a replacement.

      I tested the power supply with a multimeter and it's supplying power although it appears a little high at 16V.


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    3. #2
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      Re: ECI BTO modem has died after only a few weeks

      How did you get on with this? Im pretty sure the only way to get a new modem is to have an openreach engineer round to install a new one and take the old one away

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      ECI BTO modem has died after only a few weeks

      Only bt will replace the bt modem hope it gets sorted out soon


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      Re: ECI BTO modem has died after only a few weeks

      Quote Originally Posted by craig.millfields View Post
      How did you get on with this? Im pretty sure the only way to get a new modem is to have an openreach engineer round to install a new one and take the old one away
      It took 3 days and me phoning to cancel just to be able to speak to the fibre dept. It then took cancellations 5hrs of cut off calls and being told the dept. was closed before he got through and called me back.

      Once I finally got to speak to the fibre dept. it took significantly longer than it should just to log the fault and arrange an appointment. However the upshot is a BTO Engineer should be with me on Saturday morning to replace the modem.

    6. #5
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      Re: ECI BTO modem has died after only a few weeks

      The BTO Engineer turned up and replaced the modem which has fixed the problem, I just hope this one lasts longer. He was also critical of the previous work which was done by a Contractor. He secured the master socket to the wall which had been left hanging off and he also replaced the faceplate with a broadband specific one, he then tested the line. He was actually at my house longer than the Contractor that did the original install.

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      Re: ECI BTO modem has died after only a few weeks

      Quote Originally Posted by ScotsLaddie View Post
      The BTO Engineer turned up and replaced the modem which has fixed the problem, I just hope this one lasts longer. He was also critical of the previous work which was done by a Contractor. He secured the master socket to the wall which had been left hanging off and he also replaced the faceplate with a broadband specific one, he then tested the line. He was actually at my house longer than the Contractor that did the original install.
      That's crazy. What type of faceplate did contractor put on in the first place
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      Re: ECI BTO modem has died after only a few weeks

      Quote Originally Posted by andrewjr View Post
      That's crazy. What type of faceplate did contractor put on in the first place
      He'd just left the original one on with the fibre specific bit bolted on top.

     

     

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