Feeds

BT comes clean on Infinity modem 'upgrade'

Replacement boxes rolled out due to faulty chip

Boost IT visibility and business value

National telco BT has been sending letters out to its Infinity broadband customers saying that it will swap their modems for a better version for free, but failing to mention that the real reason for the generous offer is because they could be faulty.

The letter to customers, which was forwarded to The Reg by a concerned reader, comes from BT’s managing director of customer service Warren Buckley and screams out in bold: “We’re giving you an even better BT modem for free."

“To make sure you always get the best possible broadband service, we’re going to swap your Openreach modem for a better one, for free,” it explains. “The new modem improves your broadband connection so your BT Infinity will be even better.”

After a bit of gentle nudging, however, BT revealed that the promised new modem wasn’t an upgrade, as the letter implies, but a replacement aimed at resolving a newly found design flaw.

This is the statement we got back:

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.

The dropped connection was caused by a malfunctioning chip which is prone to overheating, a BT spokesman told The Register, although he was at pains to point out there was never any risk of fire.

Still, BT customers may be appreciative if in future the telecoms giant comes clean on such matters. ®

Seven Steps to Software Security

More from The Register

next story
Major problems beset UK ISP filth filters: But it's OK, nobody uses them
It's almost as though pr0n was actually rather popular
Google Nest, ARM, Samsung pull out Thread to strangle ZigBee
But there's a flaw in Google's IP-based IoT system
Orange spent weekend spamming customers with TXTs
Zero, not infinity, is the Magic Number customers want
US freemium mobile network eyes up Europe
FreedomPop touts 'free' calls, texts and data
Apple orders huge MOUNTAIN of 80 MILLION 'Air' iPhone 6s
Bigger, harder trouser bulges foretold for fanbois
'Two-speed internet' storm turns FCC.gov into zero-speed website
Deadline for comments on net neutrality shake-up extended to Friday
NBN Co execs: No FTTN product until 2015
Faster? Not yet. Cheaper? No data
Oh girl, you jus' didn't: Level 3 slaps Verizon in Netflix throttle blowup
Just hook us up to more 10Gbps ports, backbone biz yells in tit-for-tat spat
prev story

Whitepapers

Seven Steps to Software Security
Seven practical steps you can begin to take today to secure your applications and prevent the damages a successful cyber-attack can cause.
Consolidation: The Foundation for IT Business Transformation
In this whitepaper learn how effective consolidation of IT and business resources can enable multiple, meaningful business benefits.
Designing a Defense for Mobile Applications
Learn about the various considerations for defending mobile applications - from the application architecture itself to the myriad testing technologies.
Build a business case: developing custom apps
Learn how to maximize the value of custom applications by accelerating and simplifying their development.
Consolidation: the foundation for IT and business transformation
In this whitepaper learn how effective consolidation of IT and business resources can enable multiple, meaningful business benefits.