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No Internet after activation

Adamc89 — Fri, 10 Mar 2023 15:40:45 GMT

Hi, I ordered BT Full Fibre 500 on Tuesday 7/3/23 and I was told my activation day was on the 9/3/23 along with my equipment. I received an automated text around 3am on Thursday that my broadband was ready and also received an email. Later that day my equipment arrived and after I got back home from work I tried hooking up the BT Smart Hub 2 to the openreach master socket via broadband cable, the hub booted up while showing a green colour and I tried to connect to it after a few minutes but I was met with 'Connected without Internet' message on my phone. I tried several times to reboot and connect to it but I had the same message. Am I doing something wrong? Any help is appreciated, Cheers.

Re: No Internet after activation

imjolly — Fri, 10 Mar 2023 15:47:40 GMT

if you have full fibre 500 then that connects to openreach ONT not the master socket

do you have ONT? lights? and if so hub should connect using ethernet to port 4 on SH2

Re: No Internet after activation

Keith_Beddoe — Fri, 10 Mar 2023 15:47:42 GMT

@Adamc89

Welcome to this user forum for BT Retail phone and broadband customers.

You need to connect the Smart Hub 2 to the Ethernet port on the Openreach modem (ONT), not the master socket.

Re: No Internet after activation

Adamc89 — Fri, 10 Mar 2023 16:00:13 GMT

Oh thanks! I was told that I don't need an engineer visit and just had to plug it into the openreach socket. I don't have this ONT socket, do I need an engineer visit now then?

Re: No Internet after activation

imjolly — Fri, 10 Mar 2023 16:03:52 GMT

yes

phone FTTP TEAM 08005874787 and see if they can help you. if you get diverted to CS as team busy then hang up and try again bit later