This topic

Broadband upgrade not working - help

KarrieB — Sat, 13 Aug 2022 04:31:06 GMT

Please help. I’m so worried.

On Thursday BT upgraded my broadband from copper to fibre. It was supposed to be left fully tested and working by the engineer but was just left, not working. Purple flashing light on hub.

BT could not help remotely. They need to send someone out, 6 days later. I’ve been left high and dry.

The engineer mentioned something about BT needing to activate it.

i work from home. I have and to take 4 days off work as I cannot connect my computer to the internet

im at my wits end as my job will be at risk if they can’t fix it. I have no annual leave left, the 4 days is unpaid

BT talked me through the admin password and all that. Switch off, factory reset etc. nothing

I’m wondering if there is anything else I can try.

I am away this weekend leaving my elderly husband with no means of communicating, not even our landline. I am very worried.

The router turns on, goes green, flashes purple then no colour at all. Is there anything else I can try please?

Thanks

Re: Broadband upgrade not working - help

Keith_Beddoe — Sat, 13 Aug 2022 05:40:03 GMT

@KarrieB

Welcome to this user forum.

This seems to be a common problem, where Openreach disconnect the copper connection and the fibre connection does not work.

On the new optical modem (ONT), what lights are showing, and are any of them flashing?

Re: Broadband upgrade not working - help

KarrieB — Sat, 13 Aug 2022 05:53:41 GMT

Hi, thanks for replying.

Sorry, when you say modem do you mean, to me. the router box? If so, the router has not changed Displays blue light when worked on old copper wire). The same router with the big circle on the front. It has a purple flashing light.

i got a new cable to plug in to slot 4 on the back of the router and to the new box on the wall.

Re: Broadband upgrade not working - help

Keith_Beddoe — Sat, 13 Aug 2022 06:01:33 GMT

There should be two devices, a box on the wall with lights on it which is the ONT, and a BT Smart Hub 2 which is connected to the ONT with a short Ethernet cable. Both units have their own mains plug, and should be turned on.

Its the lights on the ONT which I was asking about, (LOS, PON) which ones are on, and are any flashing?

Re: Broadband upgrade not working - help

KarrieB — Sat, 13 Aug 2022 06:10:41 GMT

Hi Keith

i have two lights on. Power and PON, both are on, not flashing

Re: Broadband upgrade not working - help

Keith_Beddoe — Sat, 13 Aug 2022 06:18:30 GMT

The ONT will look similar to this.

The BT Smart Hub 2 like this.

Re: Broadband upgrade not working - help

Keith_Beddoe — Sat, 13 Aug 2022 06:28:24 GMT

i have two lights on. Power and PON, both are on, not flashing

Then that would seem to be right.

Is there a lead from that unit, to the BT Smart Hub 2 Red port?

Its possible that the settings on the Smart Hub 2 are wrong, as the newest version has an "FTTP MODE" option, which needs to be enabled on the smart hub managing page, as it would have been disabled when you were on a copper connection.

I do not use a BT Home hub, so I an not sure where the setting is.

Re: Broadband upgrade not working - help

Keith_Beddoe — Sat, 13 Aug 2022 06:31:38 GMT

See this post for instructions.

https://community.bt.com/t5/BT-Fibre-broadband/New-switch-from-copper-to-FTTP-No-FTTP-internet-after-install/td-p/2208934

That is probably all that is wrong, Openreach did not change the settings.

Re: Broadband upgrade not working - help

KarrieB — Sat, 13 Aug 2022 06:31:15 GMT

Hi I have this

When I spoke to BT we signed into the admin area and changed the copper settings to fibre.

Re: Broadband upgrade not working - help

KarrieB — Sat, 13 Aug 2022 06:31:47 GMT

Re: Broadband upgrade not working - help

Keith_Beddoe — Sat, 13 Aug 2022 06:36:47 GMT

Assuming that the Ethernet cable between the ONT, and the home hub is fully pushed in until it clicks into place, then you have probably done everything you can.

Did you do a factory reset after changing the mode, as that may be needed.

There are other forum members here who may have other suggestions. Its possible that the home hub is faulty, or there is an authentication issue.

Re: Broadband upgrade not working - help

Keith_Beddoe — Sat, 13 Aug 2022 06:39:58 GMT

It may be worth giving the FTTP team a call , they are on 0800 587 4787.

Re: Broadband upgrade not working - help

KarrieB — Sat, 13 Aug 2022 06:42:53 GMT

Hi. Yes We did a factory reset.

The hub was working perfectly on copper.

Thanks so much for taking the time to try to help.

Re: Broadband upgrade not working - help

Keith_Beddoe — Sat, 13 Aug 2022 06:49:06 GMT

Its possibly an authentication issue. Try the FTTP team.

Sorry, I am out of ideas, but see if another forum member can help.

You should be able to track the progress via MyBT, as it should tell you whether service is activated, or whether there is an issue.

Re: Broadband upgrade not working - help

Anonymous — Sat, 13 Aug 2022 07:12:05 GMT

There have been a few issues recently of the wrong ONT serial number being recorded against the account on new installations. It would be worth verifying this with the FTTP team.

Re: Broadband upgrade not working - help

KarrieB — Sat, 13 Aug 2022 07:30:26 GMT

Please can you tell me where I find the FTTP team? Thanks

Re: Broadband upgrade not working - help

KarrieB — Sat, 13 Aug 2022 07:32:31 GMT

Thank you Keith

Re: Broadband upgrade not working - help

Keith_Beddoe — Sat, 13 Aug 2022 07:34:51 GMT

Please can you tell me where I find the FTTP team? Thanks

@KarrieB

I posted the link earlier.

Re: Broadband upgrade not working - help

iniltous — Sat, 13 Aug 2022 09:53:06 GMT

If the PON light is steady green on the FTTP ONT , then the Openreach part is pretty much done , the only proviso being that the correct serial number for your ONT is entered ( otherwise although the ONT is live ( PON light steady indicates this ) it could be associated with the wrong ISP , so in effect you have connected a BT router to ( for example ) a Talk Talk circuit ….IMHO , that is less likely than BT have yet to configure your new FTTP service at BT’s end….presumably someone who is upgrading to FTTP from FTTC or ADSL with the same ISP , it needs the ISP ( when OR confirm the work in physically done ) to remove the old FTTC or ADSL configuration and enter a new FTTP configuration, I don’t know if this has to be done after the OR visit ,or can be done in advance, but I suspect that your router is connected but you have no internet connection because your individual ‘profile’ ( access ) hasn’t been setup by BT yet ( or it’s done but with errors ) as already suggested, get onto the FTTP customer service number , they should be able to check this out , and also check your ONT serial number.

FYI, the OR cannot really guarantee to leave your FTTP line working , but they should be leaving it connected ( steady PON light ) with dozens of ISP using Openreach , if it’s the ISP failure to do some work at their ‘end’ that is stopping you getting on line , all the OR tech can really do is advise the consumer to contact their ISP, and if they were able to ring up ‘BT’ and make enquiries on behalf of a BT customer they would have to offer the same level of service to every other ISP that uses OR, otherwise they get accused of favouring BT

Re: Broadband upgrade not working - help

KarrieB — Sat, 13 Aug 2022 11:42:47 GMT

Thank you for your reply. I’ve spoken with BT again this morning and they say all is connected at their end as it should be. It’s just a upgrade so I don’t have a previous ISP to connect to. They checked the serial number and said that’s was ok. I have 2 lights on the power and PON
BT promised me the below which is why I agreed as I work from home and can’t not have my non wifi computer not connected.

i understand what you are saying about the OR guys but if BT are promising the below and not delivering then that’s misleading and need to be brought to task

Check you're good to go

Once everything is set up, we’ll demonstrate that your Fibre service is working and run a speed test.

We'll make sure any devices you had connected before still work. If you've ordered anything new from us, such as a BT TV box, we'll make sure that works too.
We'll also show you how to access the wi-fi password and connect two additional devices.