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Post Activation smart hub 2 purple flashing light

Batmetal97 — Sat, 29 Aug 2020 17:28:46 GMT

I have moved to a new place, and got a bt router (smart hub2) which was 'activated' by an engineer yesterday. I know it takes time for these things to really work so waited till the next day.

Flashing purple light.

Tried turning it on and off again, factory reset, changing filter and broadband wire, plugging filter into test connection: purple flashing light every time.

We have an engineer coming tuesday but ideally would like to see if this can be fixed sooner.

Re: Post Activation smart hub 2 purple flashing light

Keith_Beddoe — Sat, 29 Aug 2020 18:13:55 GMT

@Batmetal97

Is your phone working, can you get dial tone? I am assuming its an FTTC connection, or is it a direct fibre into the house, with an Openreach unit which has lights on it?

Re: Post Activation smart hub 2 purple flashing light

Batmetal97 — Sat, 29 Aug 2020 18:22:00 GMT

@Keith_Beddoe

So we don't have a phone. We just wanted the broadband.

The openreach unit has no lights. The filter goes into it and it says openreach on it? I assume that is called direct fibre?

Re: Post Activation smart hub 2 purple flashing light

Keith_Beddoe — Sat, 29 Aug 2020 18:48:18 GMT

@Batmetal97 wrote:

@Keith_Beddoe

So we don't have a phone. We just wanted the broadband.

The openreach unit has no lights. The filter goes into it and it says openreach on it? I assume that is called direct fibre?

Is it just a normal master socket like one of these, which one is it?

If it is, then all you have is FTTC (Fibre To The Cabinet), not a direct fibre

If its 5 6 or 7, then so filter must be used, otherwise broadband will not work.

If there is no dial tone, then broadband will not work, which is why I asked you to plug a phone in.

Re: Post Activation smart hub 2 purple flashing light

Batmetal97 — Sat, 29 Aug 2020 18:47:17 GMT

It is number 2

Re: Post Activation smart hub 2 purple flashing light

Keith_Beddoe — Sat, 29 Aug 2020 18:51:07 GMT

@Batmetal97 wrote:

It is number 2

Then connect things up as shown below, and see if it works. You really need to check for dial tone. I assume you do not have any other extension sockets?

Re: Post Activation smart hub 2 purple flashing light

Batmetal97 — Sat, 29 Aug 2020 18:55:34 GMT

Unfortunately, still a purple flashing light

Re: Post Activation smart hub 2 purple flashing light

Keith_Beddoe — Sat, 29 Aug 2020 19:05:17 GMT

@Batmetal97 wrote:

Unfortunately, still a purple flashing light

There is nothing else you can do if you do not have a phone to check the line with.

Does the line come from a telephone pole, or does it come in underground?

Is this a new build house, if so, is there any other Openreach equipment installed, perhaps in a cupboard?

Re: Post Activation smart hub 2 purple flashing light

Batmetal97 — Sat, 29 Aug 2020 19:06:46 GMT

Telephone pole, goes into a box outside which then goes inside into the openreach box.

Thanks for all your help anyway! 🙂

Re: Post Activation smart hub 2 purple flashing light

Keith_Beddoe — Sat, 29 Aug 2020 19:12:10 GMT

@Batmetal97 wrote:

Telephone pole, goes into a box outside which then goes inside into the openreach box.

Thanks for all your help anyway! 🙂

So it could be a disconnection anywhere. I assume you mean there is a wire running from the pole, to a box on the wall, and then there is a cable running down the wall which then enters through a hole in the wall, is that correct?

Re: Post Activation smart hub 2 purple flashing light

Batmetal97 — Sat, 29 Aug 2020 19:22:23 GMT

Yep that is what I meant. I had a look in the box in the wall (the hole cover?) And lots of very fiddly blue/white and fiddly orange/white wires coming from a larger black wire.

Quite rightly figured this was well beyond my ability to understand or fix so left it be.

Will have to wait for Tuesday! 🙂

Re: Post Activation smart hub 2 purple flashing light

Keith_Beddoe — Sat, 29 Aug 2020 19:36:12 GMT

@Batmetal97 wrote:

Yep that is what I meant. I had a look in the box in the wall (the hole cover?) And lots of very fiddly blue/white and fiddly orange/white wires coming from a larger black wire.

Quite rightly figured this was well beyond my ability to understand or fix so left it be.

Will have to wait for Tuesday! 🙂

Then its probably disconnected there. The automatic line test that is done on new lines, would not have detected that.