This topic

Response times

Jimcookeuk — Wed, 07 Sep 2022 08:49:44 GMT

Blue light on the router but no internet. Followed the online diagnostic process, fault detected, type BOOK for appointment and so on. Nothing. Eventually spoke to someone on the phone - it takes 7 days before an engineer to visit.

I don’t think the fault is in my property but website says no issues in my area.

Is this response time normal? No internet for 7 days? I work from home.

Re: Response times

Keith_Beddoe — Wed, 07 Sep 2022 09:50:21 GMT

@Jimcookeuk

I expect Openreach are busy with faults. Business customers get priority over residential.

Re: Response times

Jimcookeuk — Wed, 07 Sep 2022 10:11:23 GMT

Yeah - I’m concerned that they are sending a cube engineer and then it transpires it’s an Open Reach thing. Blue light on the router implies an issue outside somewhere (I assume!)

Re: Response times

Keith_Beddoe — Wed, 07 Sep 2022 10:21:10 GMT

Blue light would indicate no issue, unless its a core network problem. Have you tried a factory reset of the home hub, and does this affect Ethernet connected devices?

Have you looked at the home hub event log, as that should give you a clue?

Re: Response times

Anonymous — Wed, 07 Sep 2022 10:24:54 GMT

Blue light on the Hub means it's successfully connected to the Internet. Have you tried both wireless & ethernet connections? If you have then may be worth looking a Ebay or Facebook Marketplace for a cheap replacement locally to try.

Re: Response times

Jimcookeuk — Wed, 07 Sep 2022 10:49:33 GMT

Thanks for all the advice - will check all those when I get home later. Much appreciated!