This topic

Broadband gone

DuncanT — Thu, 25 Jun 2020 19:57:32 GMT

My internet has gone down and I cannot speak to anyone at BT using any method to ask for an engineer. My wife and I are both teachers and need the internet for work during evenings. I got the new Hub delivered a while back but it doesn't have the correct cables to connect to the plugs/sockets I have.

Any suggestions on how to get an engineer in, source the right cable, cancel my BT package due to not getting the service paid for and move to Sky etc would be welcome.

Re: Broadband gone

-Richie- — Thu, 25 Jun 2020 20:05:45 GMT

Some more info would be good, it sounds like a fault, which would need reported to get fixed.

You also mention you got a new hub, was it a replacement or could you be getting the free upgrade from standard broadband to fibre ? if it's the upgrade then you most likely had a standard hub which isn't supported for fibre, so you will need to use the new hub.
The connections are the same, inside the hub packaging is a guide on what goes where, BT have also added a video guide on Youtube, do you have mobile data to view it ?

https://youtu.be/mXS9zLcpW5Y

Re: Broadband gone

imjolly — Thu, 25 Jun 2020 20:07:43 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods your post does not go to BT so threatening move to SKY makes no difference

What colour light is the hub?

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Broadband gone

DuncanT — Thu, 25 Jun 2020 20:09:39 GMT

That's why I'm so frustrated as I can't report anything! It was the upgrade but the cables supplied didn't fit the plugs and sockets we have and the old hub has packed up

Re: Broadband gone

DuncanT — Thu, 25 Jun 2020 20:10:51 GMT

The video is for the wrong hub, we have the one with a big circle

Re: Broadband gone

DuncanT — Thu, 25 Jun 2020 20:13:31 GMT

I've tried the quiet line test and it was very quiet

Re: Broadband gone

licquorice — Thu, 25 Jun 2020 20:15:26 GMT

Unless you have moved from a copper delivered service to a fibre to the premises service with an ONT fitted, the cables will be the same as previously.

Re: Broadband gone

busterboy1 — Thu, 25 Jun 2020 20:17:30 GMT

The setup is exactly the same on all hubs.

When you say the wrong plugs.... Which plugs are you referring to.

Re: Broadband gone

-Richie- — Thu, 25 Jun 2020 20:18:58 GMT

@DuncanTwrote:
The video is for the wrong hub, we have the one with a big circle

Same connections though, the hub versions have changed but the cables and how they connect remain the same.

Re: Broadband gone

imjolly — Thu, 25 Jun 2020 20:26:55 GMT

the only connection that is different with the hubs is the power supply everything else works with all hubs so don't know how cable don't fit

you can use mobile 0800800150

Re: Broadband gone

-Richie- — Thu, 25 Jun 2020 20:41:13 GMT

The BT help pages have a guide on how to setup all makes of hubs, the box it came with will tell you the model, It will be a Smart Hub 1 or 2, see Connecting and setting up your BT Hub

Check your emails, if this was from an upgrade, you would of had prior notice and confirmation of the change, see if they match todays date, then you can be up and running in minutes, if it is a fault then it needs reported.

Re: Broadband gone

DuncanT — Thu, 25 Jun 2020 20:41:15 GMT

Thanks everyone. Find the you tube guide for the hub (2) and discovered half the cables etc we no longer needed. All working now and have my teenage boys queuing up for the new password on their devices.

Re: Broadband gone

-Richie- — Thu, 25 Jun 2020 20:42:21 GMT

@DuncanTwrote:
All working now and have my teenage boys queuing up for the new password on their devices.

There we go, glad to hear, the kids will enjoy the faster broadband as well.

Re: Broadband gone

DuncanT — Thu, 25 Jun 2020 21:04:12 GMT

Indeed. They won't need to speak to me again for several months now

Re: Broadband gone

Johnnymac666 — Fri, 26 Jun 2020 09:35:30 GMT

I have a neighbour with exactly same problem as you. In addition, she got a message from BT yesterday, thanking her for ordering Fibre. She did not, as it is not available to us.

Anyway, she just rebooted the new hub and she is backonline, although very slow speed.