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Full Fibre - No Connection since install

ec77 — Tue, 01 Aug 2023 10:01:44 GMT

Hi, Hopefully someone might be able to help.

I joined BT last weds with a full fibre connection, but since the install, the hub has had a solid orange light.

The ONT has green lights. I've contacted BT and had a visit from a "home tech"? guy, who said everything was connected properly, he tried a different router with same issue.

I've had an openreach engineer booked for the 3rd.

The fault tracker now shows "you've told us that it's fixed", is this normal?

and, can I explore any other options in the meantime?

many thanks.

Re: Full Fibre - No Connection since install

infinitywaiter — Tue, 01 Aug 2023 16:22:40 GMT

You can get compensation as stated in forum post here:

https://community.bt.com/t5/BT-Fibre-broadband/Broadband-outage/m-p/2306767#M348155

Also, check previous forum posts as others might help you like here:

https://community.bt.com/t5/Archive-Staging/Solid-Orange-Light-on-smart-hub/td-p/1855435

https://community.bt.com/t5/BT-Fibre-broadband/Smart-Hub-2-Solid-Orange-Light/td-p/2276147

https://community.bt.com/t5/Archive-Staging/Smart-hub-solid-orange-light-No-internet/m-p/2054677#M1198649

Although, would have expected the Tech person to have tried all the simple tricks of resetting hubs etc.

If still not working, then BT could send you out a mini 4g Hub that you can use to get connected to Internet whilst issues solved, as mentioned in third link above.

If you gone BT Halo+ you should already have had a mobile hub for backup broadband connection anyway.

Re: Full Fibre - No Connection since install

gg30340 — Wed, 02 Aug 2023 20:57:06 GMT

Call the the FTTP Team on 08005874787 and inform them of the problem. It may be that your broadband is not registered/activated correctly.

If you find that your call is transferred to the "normal" Customer Service Dept call back until you get through to the FTTP Team.

Re: Full Fibre - No Connection since install

DavidM — Thu, 03 Aug 2023 08:14:28 GMT

Hi @ec77 and weldome to our community.

Thanks for posting about your connection problems. @infinitywaiter has posted some great advice (thanks for that) but your best bet would be to contact the number posted by @gg30340 . The FTTP guys should be able to get this sorted for you.

Cheers

David