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No Connection and Smart Hub 2.0 has solid Orange Light

NER — Sat, 26 Jun 2021 14:44:45 GMT

So day 3 of no broadband running on G4 Mini Hub. Its not the Hub (Same issue of two hubs) and no errors on the ONT?

BT say that they can see fibre to be house but cants see the hub, have tried changing over the cat cable no different hub has been reset, turned off the ONT still no connection. lights on the ONT are:

TEL1 - NO light (nothing connected to that port)

PORT1 - Green flashes every few seconds (slow flashing)

LOS = no light

PON - sold green

POWER - Sold Green

engineer booked - could it be a faulty ONT?

hub has hundreds of entries

"PPP: Sending PADI"

Re: No Connection and Smart Hub 2.0 has solid Orange Light

licquorice — Sat, 26 Jun 2021 15:01:27 GMT

Sounds more like an authentication problem with the BRAS.

Re: No Connection and Smart Hub 2.0 has solid Orange Light

NER — Sat, 26 Jun 2021 15:17:24 GMT

so how and who fixes this please?

Re: No Connection and Smart Hub 2.0 has solid Orange Light

imjolly — Sat, 26 Jun 2021 15:18:59 GMT

as you already have engineer booked then hopefully he will fix it

Re: No Connection and Smart Hub 2.0 has solid Orange Light

NER — Sat, 26 Jun 2021 15:20:30 GMT

thanks so will he exchange the ONT?

Re: No Connection and Smart Hub 2.0 has solid Orange Light

licquorice — Sat, 26 Jun 2021 15:24:06 GMT

If it is the ONT, which doesn't look likely.

Re: No Connection and Smart Hub 2.0 has solid Orange Light

licquorice — Sat, 26 Jun 2021 15:25:39 GMT

Have you tried making a direct PPPoE connection to the ONT with a laptop/PC to completely rule out a problem with the hub?

Re: No Connection and Smart Hub 2.0 has solid Orange Light

NER — Sat, 26 Jun 2021 15:27:19 GMT

yeh i did and could get any connection just kept clicking retry...

and have tried a new hub 😞

Re: No Connection and Smart Hub 2.0 has solid Orange Light

NER — Sat, 26 Jun 2021 15:36:20 GMT

error i was getting was
Cant connect to broadband connection
The modem (or other connecting device) has reported an error.

Re: No Connection and Smart Hub 2.0 has solid Orange Light

licquorice — Sat, 26 Jun 2021 15:39:45 GMT

Sounds very much like a PPPoE authentication problem.

Re: No Connection and Smart Hub 2.0 has solid Orange Light

NER — Sat, 26 Jun 2021 15:44:21 GMT

ok so how does that get fixed?

Re: No Connection and Smart Hub 2.0 has solid Orange Light

licquorice — Sat, 26 Jun 2021 15:48:45 GMT

Until the engineer visits and diagnoses the fault, everything here is just guesswork. Once he has diagnosed the fault, he will either fix it himself if it is in his domain or he will escalate it to the correct department to fix.

There is little point in further speculation as there is nothing anybody here can do to expedite or 100% diagnose any fix.

Re: No Connection and Smart Hub 2.0 has solid Orange Light

Les-Gibson — Sat, 26 Jun 2021 18:56:44 GMT

When you tried the PPoE connection test, did you use a different ethernet cable as well or did you just disconnect the one from the back of the hub?

Re: No Connection and Smart Hub 2.0 has solid Orange Light

NER — Sun, 27 Jun 2021 10:10:19 GMT

yes i used a different cable too

Re: No Connection and Smart Hub 2.0 has solid Orange Light

NER — Wed, 30 Jun 2021 16:17:05 GMT

Engineer never turned up but the hub went from steady orange light to flashing red and then came back up and running after 5 long days - what they did i dont know 🙂