This topic

Homehub flashing purple after activation day

StuWaters — Sun, 26 Jul 2020 08:36:20 GMT

My connection was activated on Friday, however my hub is still just flashing purple and has not been able to get any Internet connection at all. I've tried using a different filter, different broadband cable and have plugged a phone in to check dial tone and that there is no noise and that was fine.

Any quick tips I could try?

Re: Homehub flashing purple after activation day

Keith_Beddoe — Sun, 26 Jul 2020 08:39:03 GMT

@StuWaters

Was the phone number correct when you dialled 17070?

Re: Homehub flashing purple after activation day

StuWaters — Sun, 26 Jul 2020 08:41:18 GMT

Yeh phone number was correct

Re: Homehub flashing purple after activation day

Keith_Beddoe — Sun, 26 Jul 2020 08:43:04 GMT

What does your master phone socket look like?

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Re: Homehub flashing purple after activation day

StuWaters — Sun, 26 Jul 2020 08:45:52 GMT

Looks like no. 7, it has a phone line and a gfast socket on. I've tried the broadband cable in both the gfast slot and with a filter and it still flashes purple no matter what.

Re: Homehub flashing purple after activation day

Keith_Beddoe — Sun, 26 Jul 2020 08:52:14 GMT

The home hub will only work if plugged directly into the small broadband socket on the left. No filter must be used.

It will not work if you plug it into the phone socket, even if a filter is used.

Please can you connect thing up as shown below, and see if your broadband works. You will need to use a filter at that point.

Re: Homehub flashing purple after activation day

Keith_Beddoe — Sun, 26 Jul 2020 09:06:04 GMT

Also bear in mind that you may be too far away from the cabinet for G.fast, as its not always possible to check this without a visit.

If you look on the broadband availability website, using your phone number, it will tell you the status of G.fast and whether its likely to work.

I assume you are using the BT Smart Hub 2?

Re: Homehub flashing purple after activation day

StuWaters — Sun, 26 Jul 2020 09:07:04 GMT

I will check the test filter in a moment.

Yeh the gfast issue came up previously, where we did end up being too far from the cabinet (phone lines weren't mapped correctly) so we are going down to a normal connection that will work here.

Re: Homehub flashing purple after activation day

Keith_Beddoe — Sun, 26 Jul 2020 09:10:56 GMT

@StuWaters wrote:

I will check the test filter in a moment.

Yeh the gfast issue came up previously, where we did end up being too far from the cabinet (phone lines weren't mapped correctly) so we are going down to a normal connection that will work here.

Lets hope its been changed over in the cabinet, as its possible its been overlooked by Openreach. What connection speed are you expecting?

Re: Homehub flashing purple after activation day

imjolly — Sun, 26 Jul 2020 09:15:15 GMT

enter your phone number now it is working and post results will show possible connection speed

https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: Homehub flashing purple after activation day

StuWaters — Sun, 26 Jul 2020 11:08:09 GMT

I have just tried the test filter and it didn't make any difference.

I've factory reset the hub and now its just constantly flashing orange instead.

Re: Homehub flashing purple after activation day

Keith_Beddoe — Sun, 26 Jul 2020 11:13:28 GMT

@StuWaters wrote:
I have just tried the test filter and it didn't make any difference.

I've factory reset the hub and now its just constantly flashing orange instead.

All you can do is to report it to BT. It would be dealt with as an ELF (Early Life Failure), and you should normally get a visit within 48 hours.

Re: Homehub flashing purple after activation day

StuWaters — Sun, 26 Jul 2020 11:15:52 GMT

No problem. Thanks for your help.