This topic

No internet connection/ keep showing orange light on BT hub6

gaochuqing — Thu, 18 Jun 2020 18:38:23 GMT

Hi,

I’m using Broadband and Landline Fibre Essential product. However starting from this afternoon, my internet connection is out and the hub keep showing steady orange light. I tried to restart many times, but it’s still not working and showing steady orange light. I tried with online troubleshooting tool and it says the problem is from outside. I don’t have a phone even though the product includes landline.

please help me. I desperately need the internet back again as I need to work from home and I live alone.

best regards,

Chuqing

Re: No internet connection/ keep showing orange light on BT hub6

imjolly — Thu, 18 Jun 2020 18:43:23 GMT

You need to do the most basic test of checking you have a dial tone and if so is there any line noise.

If you don't have a phone then can you borrow a phone just to test otherwise no point making changes if problem is no line

Re: No internet connection/ keep showing orange light on BT hub6

gg30340 — Thu, 18 Jun 2020 18:45:06 GMT

Have you checked to see if there is a problem in your area?

https://my.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=31

Re: No internet connection/ keep showing orange light on BT hub6

gaochuqing — Thu, 18 Jun 2020 18:47:09 GMT

Yes I tried. And it shows no problem with internet in my area

Re: No internet connection/ keep showing orange light on BT hub6

gaochuqing — Thu, 18 Jun 2020 21:21:36 GMT

Hi,

sorry I reply this late. I check my landline and it’s working. However, the landline number is shown on my cellphone (I call my cellphone number to see if the landline works). This number is different from the one on my bill. May I ask if you know what’s going on?

thanks!

Re: No internet connection/ keep showing orange light on BT hub6

imjolly — Thu, 18 Jun 2020 21:32:59 GMT

Phone 17070 and see if the number repeated is your number

Re: No internet connection/ keep showing orange light on BT hub6

gaochuqing — Thu, 18 Jun 2020 21:34:45 GMT

No, it’s not my number

Re: No internet connection/ keep showing orange light on BT hub6

imjolly — Thu, 18 Jun 2020 21:44:53 GMT

Sounds like you have a crossed line and need to report it by phoning 151

Re: No internet connection/ keep showing orange light on BT hub6

gaochuqing — Thu, 18 Jun 2020 21:47:35 GMT

Thank you for your reply. I will report this. Does it normally take long to fix? I desperately need the internet connection back soon

Re: No internet connection/ keep showing orange light on BT hub6

pippincp — Fri, 19 Jun 2020 00:49:49 GMT

Don't mention broadband as it is a line fault. Should be a quick fix.

Re: No internet connection/ keep showing orange light on BT hub6

gaochuqing — Fri, 19 Jun 2020 10:31:31 GMT

Thanks a lot for your advice. Today an engineer fixed this crossed line issue

Re: No internet connection/ keep showing orange light on BT hub6

gaochuqing — Fri, 19 Jun 2020 10:32:01 GMT

Thanks a lot for your reply. An engineer just fixed the issue today

Re: No internet connection/ keep showing orange light on BT hub6

Keith_Beddoe — Fri, 19 Jun 2020 10:38:19 GMT

Chek your phone bill for any calls that may have been charged for, while you line was crossed with another. You can ask for a refund.

Re: No internet connection/ keep showing orange light on BT hub6

gaochuqing — Fri, 19 Jun 2020 11:14:17 GMT

Thank you very much for reminding me!