This topic

Router cant connect, solid amber light (full fibre)

TEREU5 — Wed, 11 Jan 2023 09:45:34 GMT

Hello.

Yesterday night my router (HH2) disconnected from the network and ever since can't connect. Called and talked to 3 advisors (and a chat bot :>) and had various asnwers what's wrong - Open Reach that was asked by the 1st rep came back that nothing is wrong, bot came once with issue that should be resolver by the 9th (yesterday was the 10th :>) and an hour later that its been fixed , another rep came back that there is a major incident and 14th should be sorted and 3rd one that they cant get anything off the OR 😕 again

Strange thing is that next door neighbour sharing same connection node across the street has his conenction working perfectly fine!

When manually tried to go advance options /BB details and connect ...the router tries to connect (spinny blue circle) and after few seconds got a Green Tick with Disconnet next to it. Light on the hub solid amber not flashing. Unit on the wall where fibre terminates - all lights are ON (have a new one small square one 10x10 ish with Power,PON,LAN,Error) Did usuall power on/off. Cable swap, off for few hours etc and still no luck.

Is there a way to connect toc omputer from ONT and somehow by-pass the router to check if it can establish connection?

Re: Router cant connect, solid amber light (full fibre)

Anonymous — Wed, 11 Jan 2023 10:11:42 GMT

This will give you the gist of a direct PPOE connection:

https://www.tp-link.com/uk/support/faq/921/

Re: Router cant connect, solid amber light (full fibre)

pippincp — Wed, 11 Jan 2023 12:34:21 GMT

Have you checked here?

https://community.bt.com/t5/BT-Fibre-broadband/Are-there-problems-in-my-area-with-BT-services/td-p/1947620

Re: Router cant connect, solid amber light (full fibre)

TEREU5 — Sat, 14 Jan 2023 11:09:11 GMT

Days passed and no solution. Still no connection after 4days. Ppoe on a computer does not work and fault finding on BT without phone number cant be checked. Dissatisfied as had issues before with the connection and took few weeks to actually sort out...

Re: Router cant connect, solid amber light (full fibre)

pippincp — Sat, 14 Jan 2023 13:20:17 GMT

What user name and password did you use for the PPPoE connection?

It should be-

Username bthomehub@btbroadband.com

Password BT.

Re: Router cant connect, solid amber light (full fibre)

iniltous — Sat, 14 Jan 2023 13:56:35 GMT

You state all the lights are lit on the ONT , presumably you don’t mean including the error light ( which would be the LOS on different manufacturers ONT ) , if the error light is lit , that’s your issue and needs Openreach, if all lights except the error/LOS are lit , then the physical connection is fine , basically your ONT is communicating with the headend and your issue is likely to be account setup , or some data corruption, either way it’s a ‘BT’ rather than Openreach.

Re: Router cant connect, solid amber light (full fibre)

TEREU5 — Mon, 16 Jan 2023 12:28:47 GMT

Apologies, You are corect all "good" lights are on . No light on the Error indicating that anything is wrong with the ONT. Looks more like a some sort of software /config issue somewhere (like I stated next door neighbour connected to the same physical manhole and his connection is fine but here the router after booting up (green light) goes to Amber straight away without a single flash that would indicate that its trying to connect

Re: Router cant connect, solid amber light (full fibre)

DavidM — Wed, 18 Jan 2023 09:32:34 GMT

Hi @TEREU5 and thanks for posting.

Sorry you're having problems. You tried the FTTP TEAM 08005874787? They might be able to find out what's happening for you.

Cheers

David

Re: Router cant connect, solid amber light (full fibre)

TEREU5 — Wed, 18 Jan 2023 10:48:21 GMT

Hello. I did and they cant get any one from Open Reach to udpate what's going on. Its been intermittent up/down since 29th Dec and down completely from the 10th Jan:(
Oh something new . Checked chat box with Fault message - now its saying fault and fixed by the 20th (previously was saying 9th (on the 10th ) then the 13th, than that there is no fault - lost hope) Mini hub is extremely slow (signal in my area v. poor) and drops mid teams calls which does not make working from home helpfull 😕

Re: Router cant connect, solid amber light (full fibre)

DavidM — Wed, 18 Jan 2023 11:03:15 GMT

Thanks for confirming that @TEREU5

I'm assuming the FTTP guys have an open fault that they're dealing with for you. Lets see what the 20th brings and if there's no movement let me know.

Cheers

david

Re: Router cant connect, solid amber light (full fibre)

TEREU5 — Thu, 19 Jan 2023 12:56:51 GMT

Not much choice, have to wait.

To add to the story just received an automated tex message "Now that your broadband's up and running, we'll switch off your minihub!"

Do they have a crystal ball and know its going to work? 😄 Lets hope it does before the above happen

Re: Router cant connect, solid amber light (full fibre)

TEREU5 — Fri, 20 Jan 2023 19:16:26 GMT

Keep getting msg that its fixed but can't make the router to connect. Severa reboots, refresh by the chat bot etc. Wonder if in exchange there is some software fault like some one had here a while back.

https://community.bt.com/t5/BT-Fibre-broadband/Orange-light-on-new-smart-hub-2/td-p/2175555

Re: Router cant connect, solid amber light (full fibre)

DavidM — Sat, 21 Jan 2023 09:06:14 GMT

Hi @TEREU5 and thanks for the update.

I think we'll need to take a closer look at this for you so I've dropped you a message. Please check your inbox and reply with the details.

Cheers

David

Re: Router cant connect, solid amber light (full fibre)

TEREU5 — Sun, 22 Jan 2023 20:21:29 GMT

Responded, thanks!

Re: Router cant connect, solid amber light (full fibre)

TEREU5 — Wed, 25 Jan 2023 11:32:43 GMT

Hello. Update.

Cube engineer came, nothing he can do (check cable check router etc still the same - I would say wasted money on that visit but hey that's the process)

Escalated to OR to hava e look, Came...light levels checked fine, check cables fine, reboot the router still the same.

He suspected the firware build that was pushed to the Adtran ONT cause the setting to be changed/corrupted/wrong. Escalated 2nd line. 2nd line tried to rebuild the firmware and is having an issue with it so went higher again. Since then ONT light PON is flashing and so far no luck with the connection. Time will show. 15days with no service and counting 😕

Re: Router cant connect, solid amber light (full fibre)

TEREU5 — Wed, 25 Jan 2023 21:07:41 GMT

This is ridiculus, the system that its used obviously fails. Fault persistent and still existing. Problem fixed! How, where? Right to exit removed cuase cant monitor your BB speed...ofcourse you cant as I do not have service at all 😆 Very interesting this....All faults from the 10th closed as resolved but now Open Reach struggling to solve the issue and went up the 3rd line support and ADtran support even (ONT manufacturer)

Oh and BB - Slow connection no correct as its no connection at all 😆

Re: Router cant connect, solid amber light (full fibre)

iniltous — Wed, 25 Jan 2023 21:27:55 GMT

Originally you said the PON light was lit and steady but it’s now flashing ?

If that’s the case , your ONT is no longer authenticated by the OLT , in basic terms the OLT (Headend ) can ‘see’ your ONT but it hasn’t been told to ‘talk’ to it , initially the steady PON light meant that the OLT was talking to the ONT , just no forward connection to the ISP ‘network’, whatever has been done has removed the authentication.

I would suggest to the OR tech that they change the OLT and ‘scan’ the new OLT serial number and get the new ONT authenticated, if the ONT has never been changed it’s possible that although it looked OK as far as the correct lights lit, it was (is) faulty and that’s why you are not able to get on line.

Re: Router cant connect, solid amber light (full fibre)

TEREU5 — Wed, 25 Jan 2023 21:49:18 GMT

That's my thought process as well. I mentiioned to OR to do it but he was...nah its not that simple ! I said oh ok then (with a wink i my mind....) but then he said on the other job he did this and worked! (not sure if he realised what he said but hey 🙂 )

Before OR visit PON was stable and OK but the system at their end was not letting the hub which he said was the build problem that was pushed few weeks back...they were trying to rebuild but still failing to sucesfully complete.

Re: Router cant connect, solid amber light (full fibre)

TEREU5 — Fri, 27 Jan 2023 15:13:40 GMT

Update.

Yesterday evening they managed to push new build with proper routing and now exchange let me router in and all seems to be working.

Never knew they will persistently try to get new build going for few days rather then swaping ONT but hey ...they can use me as example how things may go wrong (LOL).

Re: Router cant connect, solid amber light (full fibre)

Tab2 — Fri, 27 Jan 2023 17:35:41 GMT

Glad it's working for you now