This topic

Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

Frustrated15 — Sat, 04 Jul 2020 10:59:17 GMT

We lost our broadband connection on 30th June and the Smart Hub can't re-establish a connection. The Hub and ADSL filter are fine, I have tried these at a different property and get a connection with no problem. I have used the BT test socket, the same problem exists. The phone line itself is unaffected, and I also have connected the phone into the test socket and run the quiet line test, there is no noise on the line.

The problem is reported to BT, but no engineer appointment is available until 16th July. I appreciate that these are difficult times, but being without the broadband service for over two weeks is not acceptable. As with many other families, we rely on internet connectivity for my remote working and my childrens' online classes.

Is there any other suggested approach to resolving this issue? I presume that there will be a refund on my bill for the period that the service is unavailable, and how about some recognition of the inconvenience caused?

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

Keith_Beddoe — Sat, 04 Jul 2020 11:15:12 GMT

@Frustrated15

Is your phone line working with the correct phone number?

Dial 17070 to check?

Are you sure you are on an ADSL connection? (standard broadband)

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

imjolly — Sat, 04 Jul 2020 11:19:41 GMT

what colour is hub light when you connect it?

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

Frustrated15 — Sat, 04 Jul 2020 11:28:38 GMT

Hi, thanks for the reply.

Yes, phone line is working with the correct number, and yes, I did use 17070.

We had standard broadband until a few months ago, the package was then upgraded to Fibre Essentials but is still copper into the house. This was working fine until 30th June.

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

Frustrated15 — Sat, 04 Jul 2020 11:30:31 GMT

Hi, the light is flashing orange.

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

Keith_Beddoe — Sat, 04 Jul 2020 11:45:54 GMT

@Frustrated15 wrote:

Hi, thanks for the reply.

Yes, phone line is working with the correct number, and yes, I did use 17070.

We had standard broadband until a few months ago, the package was then upgraded to Fibre Essentials but is still copper into the house. This was working fine until 30th June.

I have moved this thread to this (correct) board.

Have you tried a factory reset of the home hub?

Its possibly a fault in the cabinet, or your connection has been disconnected in error?

Did you actually get the faster speed when you were upgraded?

Also check your connections,

What does your master phone socket look like?

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

Frustrated15 — Sat, 04 Jul 2020 12:29:17 GMT

Thanks again @Keith_Beddoe,

Yes, I did a factory reset of the hub this morning, although this doesn't seem to have lost the information from the technical log, which I thought it said it would.

There was some improvement in the line speed, up to around 8-10 Mbps.

The master socket looks like #1, but has 'Openreach' on the top, fixed part of the faceplate like #2. The connections all seem OK, I have reconnected them and as I say the kit all worked fine at another location.

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

imjolly — Sat, 04 Jul 2020 12:49:33 GMT

when you did the factory reset using recessed button on back did you hold button 20/30 secs until lights flashed as that should totally clear your hub

remember to turn off smart setup

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

Anonymous — Sat, 04 Jul 2020 13:00:27 GMT

@Frustrated15wrote:
As with many other families, we rely on internet connectivity for my remote working and my childrens' online classes.

I know this is not solution to your problem but, as a work-around for your children, if you have a decent mobile data plan you could you use your mobile as a hotspot

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

Frustrated15 — Sat, 04 Jul 2020 13:13:40 GMT

Hi @imjolly, didn't know about turning smart set up off, have done that and another factory reset, but no difference unfortunately.

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

Frustrated15 — Sat, 04 Jul 2020 13:21:29 GMT

Hi @Anonymous, the mobile coverage here is a bit patchy unfortunately, so tethering to the mobiles is OK for limited internet access (like this 🙂) but is not really sustainable for the online classes which are being streamed. We do have other options relying on the kindness of the others, so thanks to them, but it's not an ideal situation.

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

imjolly — Sat, 04 Jul 2020 13:37:30 GMT

if hub connected what colour is light?

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

Frustrated15 — Sat, 04 Jul 2020 15:29:30 GMT

Hi @imjolly, when the hub is successfully connected the light is solid blue.

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

imjolly — Sun, 05 Jul 2020 10:12:39 GMT

yes but what colour when you plug hub in but does not connect to internet?

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

Frustrated15 — Mon, 06 Jul 2020 09:22:18 GMT

@imjolly the hub light is flashing orange.

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

Frustrated15 — Mon, 06 Jul 2020 09:31:10 GMT

I had hoped that this issue would get resolved in less than the expected two weeks, because over the weekend I was able to change the appointment to this morning (Monday) with estimated arrival time between 08:00 - 10:00.

However, just after 10:00 I received a call saying that due to engineer absence the appointment could not be completed, and the next availability was back to 16th July. The call was not even from BT, but some company acting on their behalf, QubeGB or something similar.

This service is shoddy, I am very disappointed. What other options for complaints are there apart from waiting on hold all day?

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

pippincp — Mon, 06 Jul 2020 12:39:50 GMT

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

Frustrated15 — Mon, 06 Jul 2020 12:52:10 GMT

Hi @pippincp, thanks, I had followed those options on the website and can't sit there on hold for the length of time required, so the only other option is to write to them.

When the Qube engineer comes and does exactly the same kind of tests, plugging in some other router into the test socket, and getting the same results, does anyone know how long is it likely to take to get an OpenReach engineer involved?

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

syoung76 — Mon, 06 Jul 2020 13:45:52 GMT

I had an issue like that a few weeks back, BT engineer was on the Wednesday afternoon, no fault inside as I had told them. He arranged an Openreach engineer who attended on the Friday Morning.

Are you not on a Halo package? If you are they should have sent you a minihub to cover your internet usage until the boradband is fixed.

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

pippincp — Mon, 06 Jul 2020 14:34:51 GMT

@syoung76 BT don't have engineers, they use Qube who can't do anything other than check you have everything connected up correctly.

@Frustrated15The qube engineer should contact Openreach. In normal circumstances it would be 2 days.