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BT to replace faulty Openreach FTTC modems due to overheating
Friday 27 January 2012 12:56:19 by Hayley Mitchell

BT will be replacing the FTTC (fibre-to-the-cabinet) modems that power its Infinity broadband service due to a faulty chip in the modem which could cause overheating. The letter sent out to BT Infinity customers explained they would be receiving a better Openreach modem for free, but did not mention why. According to a BT spokesman talking to The Register, the modems needed to be changed because of a malfunctioning chip, prone to overheating, although they were keen to point out that there is no risk of fire.

BT Openreach FTTC modem

"We can confirm that Openreach has been replacing some of its modems with more reliable updated versions. This is because the connection could sometimes drop with some of the early modems that we deployed.

There has been no health or safety risk whatsoever associated with this issue but it is obviously important that the connection doesn't drop if the customer is to enjoy their service.

As a result, we are offering to visit any affected customers to provide them with an updated modem. In the meantime they can continue to use their old modem without any safety concerns.

BT Spokesman

The modems being replaced are ones that were shipped before August 2011, and these will be replaced by the Openreach contractor, Kelly Communications. All ISPs using the FTTC service will need to have their modems replaced.

Comments

Posted by GMAN99 over 5 years ago
This has been going on a while though hasn't it, it this just an official announcement?
Posted by undecidedadrian over 5 years ago
Hello, 2011 calling, they would like their news back.

An official statement was made on the BT forums in November and that was regarding the use of Kelly Communications as well as the modem swap.
Posted by Fireduck over 5 years ago
This is about the modems overheating, which hadn't been confirmed by BT previously. 2012 is claiming this one back.
Posted by GMAN99 over 5 years ago
But they did start swapping them out last year, reported or not that's what I was getting at
Posted by GMAN99 over 5 years ago
But they did start swapping them out last year, reported or not that's what I was getting at
Posted by adslmax over 5 years ago
BT should tell us what make and model number is the one with overheating ! So, the customers will kept an eyes on it. Fire can start if getting too much overheating (never say it will be ok, be alert and get a replacement fast as it can!)
Posted by Azzaka over 5 years ago
There are 3 confirmed versions of the modems and it's version 1 that is overheating.

Verison 1 was being swapped out v2's but it would seem these are now going to be swapped for the v3's.
Posted by The_Engineer over 5 years ago
Any chance of BT being swapped out for version 4 ?
Posted by themanstan over 5 years ago
To be expected i suppose, both VM and BT trying to keep margins by using lower QC criteria...
Posted by rogan8 over 5 years ago
specifically Huawei 2Vand 2M versions for 3B versions. 2A versions are not being replaced under this program
Posted by undecidedadrian over 5 years ago
The official post says that ALL modems provided before August 2011 will be replaced.

And although BT earlier don't mention overheating they say "We've been listening to customer feedback and identified a reliability problem with the modem which causes disconnections or even total loss of service."

Read overheating. Obviously whoever spoke to the register was allowed to say why and the BT mods weren't.
Posted by New_Super_Mr_C over 5 years ago
This has been happening for months. OR techs replace the faulty models onsite. The ONLY models known to work without error are models 2B and 3B - any other revision or model number is not up to new spec. These new models get warm but not scorching like faulty V2 etc, however if wall mounted remain nearly room temp.
Posted by Bob_s2 over 5 years ago
If the problem is Overheating it is a potential fire hazard so BT should be contacting users and advertising in newpapers and doing a product recall

Any overheating is a safety issue and a product recall ahould be used under EU legislation
Posted by Going_Digital over 5 years ago
Overheating is not necessarily a safety issue, it is quite possible for the chip to get hot enough to exceed the maximum operating temperature without actually being a fire hazard.
Posted by creakycopperline over 5 years ago
oh he's here again, running to the defence of his beloved BT, your comments would make any other pro bt hack vomit. get back under the chairman's table gmann.
Posted by drteeth over 5 years ago
BT does a good job and not downt they will investigate why sub-spec kit was supplied. I have only two axes to grind with BT, off-shored support and there massive fault not found fine.
Posted by SignedAdam over 5 years ago
I have had lots of problems after upgrading to bt fibre, slow speeds, i only get 1mbps download, but the results on here, say its 34mbps http://www.thinkbroadband.com/speedtest/results/id/1327708998733512302.html
Posted by SignedAdam over 5 years ago
About a hour ago from now, i had no net for about 30mins, all the lights were on, on the fibre modem, but the home hub internet light was showing no net, orange, have not checked the Verison number yet, this is the 1st disconnection ive had for about 3 weeks with bt
Posted by GMAN99 over 5 years ago
Oh my god creaky are you obsessed by running me down? How have I defended BT? I'm saying this has been going on a while not that BT are great, its faulty kit how can it be good, where do I sing BT's praises, no-where.
Posted by Bob_s2 over 5 years ago
Quote"Posted by Going_Digital about 12 hours ago
Overheating is not necessarily a safety issue, it is quite possible for the chip to get hot enough to exceed the maximum operating temperature without actually being a fire hazard.


Your own reply states it a potential safety & fire hazard.

It is working outside of it's design and therefor its approval paramters.

If the chip gets hot that may directly cause a fire hazard. It can also cause another component to fail which could cause a fire hazard
The fact that BT are replacing them indicates BT accept it is a serious problem

Posted by GMAN99 over 5 years ago
I believe the problem was first discovered because the non wall mounted modems (customers choice to wall mount or not) were under performing, low-sync rate/throughput, they have a duty to replace them all just on that basis alone.
Posted by hannibalhorn over 5 years ago
I had mine installed in July and the engineer advised me to make sure it wasnt on the carpet as they had a habit of overheating and leaving scorch marks as they sink down. He did say there was no fire risk but it may make a mess of the carpet! I wall mounted it anyway out of the way. I happily run at around 37MB and this is through a powerline connector.
Posted by undecidedadrian over 5 years ago
I think the problem was not that the modems were unsafe that it was costing openreach an arm and a leg to continually come out and replace them.
When I had FTTC installed in September the engineer said that for months the vast majority of calls he had were for modem swaps.
Posted by Dg834man over 5 years ago
my dg834v1 overheats from time to time and slows down never set fire to my house bob, take a chill pill, i use my own equipment so cant complain if my service slows due to that. yes i know this is a fttc topic but bt supply the equipment if its not operating correctly it will effect their reliability record with the public so i can understand why they are replacing them
Posted by creakycopperline over 5 years ago
in nearly every post, GMANN99
Posted by GMAN99 over 5 years ago
Relevant to this news article? No
Posted by otester over 5 years ago
@Dg834

DG834 G/PN/N?

Try and get hold of a v4 if you can (not v5), then you can use custom firmware.
Posted by RandomJointer over 5 years ago
The manufacturer will be paying for these calls.
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