This topic

Broadband issues

alantolman87 — Sat, 21 May 2022 13:34:59 GMT

So recently just switch from sky fibre to bt fibre, I have had no internet connection for 5 days the router is staying orange. I have contacted bt loads of times had engineers out an new routers an still same problem

Re: Broadband issues

imjolly — Sat, 21 May 2022 13:45:55 GMT

are you switching from SKY FTTC to BT FTTC or FTTP?

Re: Broadband issues

alantolman87 — Sat, 21 May 2022 13:47:50 GMT

Hello am switching to fttp but not sure what sky was using thanks for quick response

Re: Broadband issues

imjolly — Sat, 21 May 2022 13:52:30 GMT

what colour lights on ONT? what did openreach engineer say was problem?

Re: Broadband issues

alantolman87 — Sat, 21 May 2022 13:58:17 GMT

On on box solid green he tested an replaced it an said it was working fine he said it’s prob router which was replaced today but same issue when I login to bt manger it says no connection. He couldn’t seem to find the problem

Re: Broadband issues

Les-Gibson — Sat, 21 May 2022 14:17:36 GMT

Re: Broadband issues

alantolman87 — Sat, 21 May 2022 14:21:09 GMT

Hello I have tried that it’s set to on

Re: Broadband issues

Les-Gibson — Sat, 21 May 2022 14:33:34 GMT

See What do the lights on my BT Hub mean? | BT Help

An Orange light means you have no network connection, depending on the version of ONT you have there may be an LOS LED on the front and it should be 100% rock steady Off, does it flicker at all?

You should also have a PON LED, that should be 100% rock steady green, is it?

Re: Broadband issues

alantolman87 — Sat, 21 May 2022 14:39:46 GMT

Hello no flickering apart from lan now and again at moment it’s not power is solid green Pon solid green an lab solid green

Re: Broadband issues

alantolman87 — Sat, 21 May 2022 14:40:36 GMT

Re: Broadband issues

Les-Gibson — Sat, 21 May 2022 14:54:34 GMT

You will get a flickering LAN indication, it just means that your local devices are working correctly which we already know from you ability to log on to the hub.

Have you tried power cycling the ONT since the last OR engineer called? don't forget to disconnect the battery backup unit (if fitted) beforehand

Re: Broadband issues

alantolman87 — Sat, 21 May 2022 14:58:34 GMT

Hello yes I have re powered the ont box on an off an it’s the same am clueless to what the issue can be even engineer did not know

Re: Broadband issues

gg30340 — Sat, 21 May 2022 15:03:09 GMT

If there is not a port on the Smarthub 2 marked as WAN you need to plug the cable from the ONT into port 4 on the hub.

Re: Broadband issues

alantolman87 — Sat, 21 May 2022 15:04:46 GMT

It’s in the wan port everything is all connected

Re: Broadband issues

Les-Gibson — Sat, 21 May 2022 15:37:46 GMT

I'm starting to wonder if this is an account problem rather than a technical fault, if so then you will need assistance from the moderators.

Do you have more than one BT account?

Re: Broadband issues

alantolman87 — Sat, 21 May 2022 15:45:02 GMT

This is what I personally think myself but when I phone them up they parm me off saying it’s fine there side. It’s going round in circles. An no just one account

Re: Broadband issues

imjolly — Sat, 21 May 2022 15:47:51 GMT

as you have FTTP this is normally handles by FTTP TEAM are you dealing with them? if not give them a call 08005874787

Re: Broadband issues

alantolman87 — Sat, 21 May 2022 15:55:35 GMT

Already called them also they said it should be working as fttp was abled sounds like the person on the phone was half asleep he must be working from home

Re: Broadband issues

gg30340 — Sat, 21 May 2022 16:34:14 GMT

You need to call the FTTP team again. The moderators can not deal with FTTP problems.

Re: Broadband issues

alantolman87 — Sat, 21 May 2022 16:45:43 GMT

I’ll try again what shall I say to them