This topic

No internet on activation day.

Jedimaster — Thu, 22 Oct 2020 18:29:58 GMT

Hi. I received a text message on my activation day (today) telling me that my services are up and running. I set up the smarthub and everything was running fine until 6pm, I've had no Internet since then. Just a flashing purple light. I tried to use the troubleshooter online, but it says there are no accounts associated with my BT ID.

Re: No internet on activation day.

imjolly — Thu, 22 Oct 2020 18:33:04 GMT

Is you phone working - has dial tone?

Re: No internet on activation day.

Jedimaster — Thu, 22 Oct 2020 18:45:18 GMT

Yes, I have a dial tone. Just no Internet.

Edit - The light is now solid orange.

Re: No internet on activation day.

Keith_Beddoe — Thu, 22 Oct 2020 18:45:40 GMT

@Jedimaster wrote:
Yes, I have a dial tone. Just no Internet.

Check your phone number is correct, by dialling 17070 and listening to the number read out.

What does your master phone socket look like?

Re: No internet on activation day.

Jedimaster — Thu, 22 Oct 2020 18:50:50 GMT

The number is correct, and my socket is number 6 in that picture. It was working fine all day until 6pm.

Re: No internet on activation day.

Keith_Beddoe — Thu, 22 Oct 2020 18:59:41 GMT

@Jedimaster wrote:
The number is correct, and my socket is number 6 in that picture. It was working fine all day until 6pm.

The NTE could have gone faulty, its not unknown.

They have a large number of electronic components which can fail.

You need to prove this by taking it apart, and plugging a microfilter into the "real" test socket as shown on this picture.

Once you can see the test socket, then connect it up as shown below, and see if you still get the disconnections.

I assume your alarm system plugs into the same place as your phone, via some form of splitter?

Re: No internet on activation day.

Jedimaster — Thu, 22 Oct 2020 19:15:27 GMT

Same issue at the test socket. Solid orange light on the hub.

Re: No internet on activation day.

Keith_Beddoe — Thu, 22 Oct 2020 19:21:51 GMT

@Jedimaster wrote:
Same issue at the test socket. Solid orange light on the hub.

Sounds like the home hub has failed. You could try a factory reset of the home hub.

Re: No internet on activation day.

Jedimaster — Thu, 22 Oct 2020 19:46:02 GMT

I have the previous version of the Smart Hub here that I was using with Plusnet until today. What do I need to type in the broadband username and password field if I want to try that hub instead?

Edit - I found the username. I can't connect with this hub either.

Edit 2 - I get this on the troubleshooting page. Clicking "link account to BT ID" doesn't do anything.

Re: No internet on activation day.

Keith_Beddoe — Thu, 22 Oct 2020 19:58:11 GMT

As a matter of interest, what speed are you supposed to be getting?

Did anything in the house switch on at about the time you lost the connection?

The account linkage may take 24-48 hours to update, as there may be open orders still.

I am wondering also, if there is still a pending activation which could take up to midnight, and you were on an old profile.

It could also be that there is a network fault, so it may be worth checking on the BT Status website.

https://my.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=31

Re: No internet on activation day.

Jedimaster — Thu, 22 Oct 2020 20:03:27 GMT

I did a speed test right after I got the confirmation text earlier today. About 35 down, 8 up, which is consistent with past results. I was watching a Twitch stream at the time it went down. Never had issues before (with Plusnet or BT before that).

Edit - No issues listed on the service status page.

Re: No internet on activation day.

Keith_Beddoe — Thu, 22 Oct 2020 20:03:58 GMT

@Jedimaster wrote:
I did a speed test right after I got the confirmation text earlier today. About 35 down, 8 up, which is consistent with past results. I was watching a Twitch stream at the time it went down. Never had issues before (with Plusnet or BT before that).

As I said, check the online status page, as it could be a network fault, as there are a few showing, depending on what part of the country you are.

Re: No internet on activation day.

Keith_Beddoe — Thu, 22 Oct 2020 20:08:16 GMT

It does seem odd. All you can do is to report it to BT as a fault. It will be classed as an Early Life Failure, and should be dealt with fairly quickly.

Re: No internet on activation day.

Jedimaster — Thu, 22 Oct 2020 20:52:36 GMT

I just got off live chat and they told me my account isn't set up yet, and to call a number where they can get my broadband working now. The lines are closed for the night, but I can't call anyway due to disability. I've had moderators here help me with similar situations that required phonecalls before, if there are any reading this, please help.

Re: No internet on activation day.

Keith_Beddoe — Thu, 22 Oct 2020 21:02:32 GMT

The moderators are very busy, and it would take a few days before they could even look at your case.

Its quite possible that it will sort itself out within 24 hours anyway, as there may be a pending configuration change, as you may have been connected to a port which was active from another customer.

Re: No internet on activation day.

Jedimaster — Thu, 22 Oct 2020 21:17:09 GMT

Thanks for your time and effort in trying to help. I appreciate it.

Re: No internet on activation day.

NeilO — Fri, 23 Oct 2020 08:46:07 GMT

Hi @Jedimaster I'm really sorry your broadband isn't working, I'll send you a private message in a moment so you can get in touch with the moderation team.

Re: No internet on activation day.

Jedimaster — Mon, 26 Oct 2020 18:42:14 GMT

Just to update this thread, the account side of this issue has now been fixed, and I have an engineer visit booked for Wednesday. Thank you to everyone that helped. I appreciate it.

Re: No internet on activation day.

Jedimaster — Wed, 28 Oct 2020 17:54:54 GMT

Engineer came today, and was great. He said I had broadband, it just wasn't mine so the hub couldn't authenticate. He left and corrected the mistake that was made at the cabinet on my activation day.

I consider this resolved. Thanks to everyone that helped.