This topic

Broadband will not connect

Wava — Sat, 04 Nov 2023 12:49:01 GMT

My hub is flashing purple, which means the broadband cable (grey ends) isn't connected according to the instructions. However, it never came with that, it can with red and yellow ends. The contents sheet doesn't even say a grey ends cable. I've tried contacting BT but they keep asking for phone numbers so when I eventually put my mobile number in I got a massive screech coming from them, which upset me so I'm coming here hoping you guys are competent.

Re: Broadband will not connect

imjolly — Sat, 04 Nov 2023 12:55:46 GMT

do You have FTTP ? if so then ethernet cable connects from ONT (small white openreach box) to port 4 on hub maybe marked WAN

Re: Broadband will not connect

Wava — Sat, 04 Nov 2023 12:57:52 GMT

Yes I have a red cable going from the white box you mentioned to the WAN port of the hub. It's still the same.

Re: Broadband will not connect

imjolly — Sat, 04 Nov 2023 13:02:42 GMT

did the fitter have your internet working before leaving? when was/is activation date

Re: Broadband will not connect

Anonymous — Sat, 04 Nov 2023 13:07:20 GMT

Is this a new connection that's never worked or previously working connection that's failed?

What lights do you have on the ONT?

Try following the troubleshooter.

Re: Broadband will not connect

Wava — Sat, 04 Nov 2023 13:09:27 GMT

What? I don't think I've conveyed this well. My mum ordered a phone and hub. We got the phone Thursday and the hub today. She's paying the contract for it already so the activation must already been. A fitter? I don't know, we never got one. We got a phone and hub, which came with the cables I mentioned earlier as well as a power source.

Re: Broadband will not connect

Wava — Sat, 04 Nov 2023 13:10:46 GMT

We have a hub, which is flashing purple and should be blue. We also have a white box in the wall with holes in it (no lights)

Re: Broadband will not connect

imjolly — Sat, 04 Nov 2023 13:15:58 GMT

does white box look like this

or like this

Re: Broadband will not connect

Wava — Sat, 04 Nov 2023 13:14:37 GMT

The last one on the bottom.

Re: Broadband will not connect

imjolly — Sat, 04 Nov 2023 13:16:37 GMT

if like 7 then cable (not ethernet need to be connected to broadband socket and the DSL socket on back of hub

Re: Broadband will not connect

Wava — Sat, 04 Nov 2023 13:20:09 GMT

The cables I was given don't fit in the broadband socket. The instructions don't even mention that, and the contents sheet doesn't mention a cable to go in there either

Re: Broadband will not connect

licquorice — Sat, 04 Nov 2023 13:30:14 GMT

You need an RJ11 - RJ11 cable to connect the hub DSL socket to the socket on the right labelled broadband on the white master socket.

About 4 quid from Amazon.

Re: Broadband will not connect

Anonymous — Sat, 04 Nov 2023 13:34:45 GMT

You need to start at the beginning, we can't guess what your setup is.

So once again, is this a new connection or did you have Internet previously?

You don't order a Hub & phone unless just moving phone service to Digital Voice on an existing connection.

Re: Broadband will not connect

Wava — Sat, 04 Nov 2023 13:34:46 GMT

I believe it's a new connection, however, the previous owner was with BT and said it was fine.

If it helps, the router is called Smart Hub SH20A

Re: Broadband will not connect

Anonymous — Sat, 04 Nov 2023 13:42:16 GMT

Right, so you need the missing RJ11 cable. You can either battle BT's systems to try to get one sent out or follow @licquorice's suggestion to buy one. Screwfix , B&Q or I think I've even seen them in Asda if you want one today.

Edit: Assuming that your mother's activation date is confirmed as below. Equipment is normally sent out BEFORE activation.

Re: Broadband will not connect

licquorice — Sat, 04 Nov 2023 13:38:14 GMT

Have you had an email confirmation of the start date of your service? You don't just take over an existing connection, it is a new service.

Re: Broadband will not connect

Wava — Sat, 04 Nov 2023 13:43:01 GMT

Alright then. How do I get bt to send me one? Every time I call them they ask for my phone number, so I enter it and get screeched at like I just called a demon

Re: Broadband will not connect

licquorice — Sat, 04 Nov 2023 13:47:08 GMT

For the sake of £4 I wouldn't bother wasting hours of your time trying, just buy one. Your choice

Call 0330 1234 150

Re: Broadband will not connect

imjolly — Sat, 04 Nov 2023 13:47:41 GMT

Bt are looking for a home phone number not mobile and if you got phone from BT then you must also have a home phone number

Re: Broadband will not connect

Anonymous — Sat, 04 Nov 2023 13:50:04 GMT

Of course it's also possible that this new connection will be FTTP, in which case you have the correct equipment pending the installation.