Broadband News

BT to replace faulty Openreach FTTC modems due to overheating

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

This has been going on a while though hasn't it, it this just an official announcement?

  • GMAN99
  • 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.

  • undecidedadrian
  • over 5 years ago

This is about the modems overheating, which hadn't been confirmed by BT previously. 2012 is claiming this one back.

  • Fireduck
  • over 5 years ago

But they did start swapping them out last year, reported or not that's what I was getting at

  • GMAN99
  • over 5 years ago

But they did start swapping them out last year, reported or not that's what I was getting at

  • GMAN99
  • 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!)

  • adslmax
  • 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.

  • Azzaka
  • over 5 years ago

Any chance of BT being swapped out for version 4 ?

  • The_Engineer
  • over 5 years ago

To be expected i suppose, both VM and BT trying to keep margins by using lower QC criteria...

  • themanstan
  • over 5 years ago

specifically Huawei 2Vand 2M versions for 3B versions. 2A versions are not being replaced under this program

  • rogan8
  • 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.

  • undecidedadrian
  • 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.

  • New_Super_Mr_C
  • 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

  • Bob_s2
  • 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.

  • Going_Digital
  • 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.

  • creakycopperline
  • 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.

  • drteeth
  • 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

  • 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

  • SignedAdam
  • 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.

  • GMAN99
  • 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

  • Bob_s2
  • 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.

  • GMAN99
  • 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.

  • hannibalhorn
  • 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.

  • undecidedadrian
  • 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

  • Dg834man
  • over 5 years ago

in nearly every post, GMANN99

  • creakycopperline
  • over 5 years ago

Relevant to this news article? No

  • GMAN99
  • 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.

  • otester
  • over 5 years ago

The manufacturer will be paying for these calls.

  • RandomJointer
  • over 5 years ago

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