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Broadband not showing in my BT

Genghisyogi — Thu, 23 Jul 2020 19:59:47 GMT

my hub 2 had been working fine then suddenly this afternoon it started flashing purple. I checked ‘my BT’ products and it is only showing phone, no broadband products. It gives me the option to upgrade to broadband but I should already be a fibre 1 customer.
When I click through the link on my order email it takes me to a cancelled service from 2 years ago. I have been through the hub troubleshooter and there are no reported issues.

The phone line is active, internet was working fine until the hub flashed purple. Any way I can get my internet back, or how to get my package reset to what it should be?

thanks

Re: Broadband not showing in my BT

imjolly — Thu, 23 Jul 2020 20:07:48 GMT

There was an outage today about lunchtime which may have caused your problem. Have you tried a factory reset using recessed button on back and holding for 20/30 secs until lights flash

https://www.ispreview.co.uk/index.php/2020/07/broadband-isps-disrupted-by-bt-exchange-fire-in-newcastle.html

Re: Broadband not showing in my BT

Genghisyogi — Thu, 23 Jul 2020 20:22:27 GMT

Hello, tried the factory reset and it is still flashing purple. My next door neighbours are with by and they haven’t had any disruption today.

my concern is the purple flashing indicates the broadband cable isn’t connected but I have tried reseating it several times to no help. ‘My BT’ shows me not having a broadband product despite being a fibre 1 customer, which might explain why there is no broadband showing?

my mobile coverage is rubbish here which doesn’t help, I’m piggybacking off the neighbours hotspot!

Re: Broadband not showing in my BT

imjolly — Thu, 23 Jul 2020 21:18:05 GMT

Do you have a dial tone on landline? If so is there any line noise. Dial 17070 options 2 should be silent and best with corded phone preferably from test socket

Re: Broadband not showing in my BT

Genghisyogi — Thu, 23 Jul 2020 23:11:19 GMT

Tried 17070 and quiet line test is silent. It looks like BT have cancelled my broadband for some reason?

Re: Broadband not showing in my BT

PaddyB — Fri, 24 Jul 2020 07:45:47 GMT

Hi @Genghisyogi,

Welcome to the Community and thank you for posting. I'm sorry you're having problems with your service. If My BT isn't showing an active Broadband service then it sounds like your order hasn't been completed. When did you place your order and when did your service go active?

Thanks

PaddyB

Re: Broadband not showing in my BT

Genghisyogi — Fri, 24 Jul 2020 15:15:32 GMT

Paddy, I phoned BT up today and it was apparently a mixup in the order. Was supposed to go live yesterday but the fibre wasn’t actioned for Some reason. Sorted out in about 15 min on the phone, all good now.

thanks everyone for the help.

Re: Broadband not showing in my BT

JohnC2 — Fri, 24 Jul 2020 15:41:26 GMT

Hi @Genghisyogi thanks for the update and glad it's all sorted for you now.

cheers

John