This topic

Openreach box looks fine but no Internet

Chris60 — Sat, 08 Apr 2023 11:13:15 GMT

Hello folk,

I've got an engineer coming around on the 15th April, but just seeing if I can figure anything out in the mean time.

Details

I have the Openreach (ONT) (FTTP)
It was working just fine using Google Wifi mesh
Internet access suddenly dropped
Switched back to using SmartHub2 as part of diagnosis - no Internet (orange light)
ONT has green light for PON, Port 1 and Power (no other green lights)
Have performed factory reset of SmartHub2, tried a different Google Wifi device and reset the ONT.
Have tried different ethernet cables from Port 1 to the SmartHub2
Bills are paid and up to date

The first line support have run checks and can see no issues going to the ONT.

So my thoughts are that whilst there's a connection to the fibre network, something has gone wrong in terms of getting access to the Internet.

Any thoughts?

Re: Openreach box looks fine but no Internet

Les-Gibson — Sat, 08 Apr 2023 11:15:44 GMT

Depending upon which version of the ONT you have, is the LOS/Alarm LED lit?

Re: Openreach box looks fine but no Internet

Chris60 — Sat, 08 Apr 2023 11:22:23 GMT

Thanks for the reply.

No, only the lights mentioned - PON, POWER and PORT 1

Re: Openreach box looks fine but no Internet

Chris60 — Sat, 08 Apr 2023 11:26:13 GMT

Just to be clear, here are the lights:

Re: Openreach box looks fine but no Internet

iniltous — Sat, 08 Apr 2023 11:49:31 GMT

The Openreach part of the connection is OK ( indicated by the solid PON light ) connect your BT hub to the ONT , possibly with a different Ethernet cable to the usual one ( to eliminate it as the problem ) what is the status of the Hub lights ( once it’s had chance to sync )
https://www.bt.com/help/broadband/fix-a-problem/broadband-and-wi-fi/i-can-t-connect/what-do-the-lights-on-my-bt-hub-mean-

A solid Orange light can indicate an account issue, you are connected but are being denied internet access.

Re: Openreach box looks fine but no Internet

pippincp — Sat, 08 Apr 2023 11:44:49 GMT

Try connecting a PC/Laptop directly to the ONT and set up a PPPoE connection

Username bthomehub@btinternet.com

Password BT

Re: Openreach box looks fine but no Internet

Les-Gibson — Sat, 08 Apr 2023 11:52:00 GMT

When you re-fitted the SH2, did you remember to set the FTTP soft-switch in the hub manager

Re: Openreach box looks fine but no Internet

Chris60 — Sat, 08 Apr 2023 12:14:25 GMT

Have tried different Ethernet cables, will try connecting to the ONT using PPPoE, I haven't tried that.

I'm not sure I changed any FTTP soft-switch in the hub manager, I did a factory reset though - I'll investigate.

Re: Openreach box looks fine but no Internet

Chris60 — Sat, 08 Apr 2023 12:32:34 GMT

Can confirm FTTP is set correctly.

Have connected directly to the ONT and unable to find PPPoE server after about a minute of trying.

Does this indicate a broken ONT?

Re: Openreach box looks fine but no Internet

Les-Gibson — Sat, 08 Apr 2023 12:42:24 GMT

It sounds like an account problem to me, is there any reason why you may have been disconnected

Re: Openreach box looks fine but no Internet

Chris60 — Sat, 08 Apr 2023 12:45:56 GMT

Nothing that I'm aware of - We pay our bills with direct debit and no infractions on the account.

I did call BT a few days ago and they can't seem to see any issue.

Re: Openreach box looks fine but no Internet

licquorice — Sat, 08 Apr 2023 13:08:06 GMT

Definitely looks like an account problem. Call the FTTP team 0800 587 4787, if that number diverts to the standard helpdesk, call again later.

Re: Openreach box looks fine but no Internet

Dani82 — Sat, 08 Apr 2023 16:53:23 GMT

Hi,
I am having the same issue at the moment. If you find out what the fix is before I do can you let me know what it is? I’ve had 4 engineers booked so far and no one have shown. Got another booked for Monday .

Re: Openreach box looks fine but no Internet

_JRG_ — Mon, 17 Apr 2023 10:09:16 GMT

Hi, I’m having the same problem. Did anyone determine the issue? Thanks.

Re: Openreach box looks fine but no Internet

aspergerguy — Mon, 17 Apr 2023 11:04:18 GMT

In a similar predicament at almost two weeks now since installation. Confirmed can set up PPoE from PC to ONT and got a surprise as dug out old BT HH5 and it works albeit with restricted download speed. Have already had replacement SH2 with red WAN port 4 sent with same sticking on "orange" unless Hybrid Connect invoked. Engineer due today (another waste of 4 out of 5 hour slot) as no show yet, whom will probably order another SH2 for me. As in semi-rural area EE 4G can only seem to pull down email headers.

Re: Openreach box looks fine but no Internet

Les-Gibson — Mon, 17 Apr 2023 11:29:05 GMT

Have you checked the FTTP soft-switch in the hub manager

Re: Openreach box looks fine but no Internet

Dani82 — Mon, 17 Apr 2023 12:08:58 GMT

Hello. Mine is resolved and was fixed by the open reach DCoE team stripped and rebuilt the FTTP service remotely to resolve a configuration problem.

the only person who seemed to know what it was and how to fix this was a moderator on here Neil0

the advisors i spoke to on the phone I think just followed the checks which showed no fault.
An engineer wasn’t needed to come which was good as I previously had five booked and not one came.

Re: Openreach box looks fine but no Internet

_JRG_ — Mon, 17 Apr 2023 12:15:48 GMT

With no further interventions from me, our connection is back up as of now, having been down for approx 48hrs .

Very odd, as no lights on our ONT changed throughout the fault (they remained solid green, no LOS).

I can only assume that someone on the Openreach side spotted and corrected a similar issue to yours, Dani82.

Thanks for the responses.