This topic

Switch to full fibre - solid orange lights

Padston — Sat, 26 Oct 2024 14:52:43 GMT

I made the switch to full fibre and had the installation yesterday. Engineer was happy with everything - all lights on the ONT are solid green except 'alarm'

Switched the full fibre option on via the hub.

He then did the final check and found that it has no internet service. The hub lights up solid orange. He said wait 24 hours and try to call BT. They have said I might need a new router but didn't sound convinced it would work. Me and my gf both work from home so we really need this sorted as soon as possible.

Are there any moderators that can help?

It would be greatly appreciated.

Thanks!

Re: BT and Openreach cannot get brand new fibre install to work

Padston — Sat, 26 Oct 2024 13:56:18 GMT

@StuartH

I realise this is an old message but I'm having the same issue. The engineer says the line is fine but anything suggested in this thread leads to the purple flashing light. Can you please let me know how it can be resolved?

Thanks

Re: Switch to full fibre - solid orange lights

Anonymous — Sat, 26 Oct 2024 15:44:00 GMT

Your previous post says to have a purple flashing light, now you say it's solid orange?

https://www.bt.com/help/broadband/fix-a-problem/broadband-and-wi-fi/what-do-the-lights-on-my-bt-hub-mean-

Re: Switch to full fibre - solid orange lights

Padston — Sat, 26 Oct 2024 15:52:10 GMT

Apologies, yes - I initially retried the older DSL copper connection (and turned off the fibre setting on the hub admin) - it was then that it was flashing purple.

After that didn't work, I tried again with the fibre ethernet cable (and turned on the full fibre option). It's been on solid orange since then. Have tried to reset a couple of times but no change.

Thanks

Re: Switch to full fibre - solid orange lights

licquorice — Sat, 26 Oct 2024 16:04:58 GMT

Solid orange means your service hasn't been activated by BT. You need to call customer services

Re: Switch to full fibre - solid orange lights

Padston — Sat, 26 Oct 2024 16:09:17 GMT

I called BT and they said everything was ok at their end. That's why they want to send a router. I honestly have no idea if that's the case or not.

Thanks

Re: Switch to full fibre - solid orange lights

Anonymous — Sat, 26 Oct 2024 16:18:47 GMT

@licquorice

Do we know if the FTTP team still exists? If so do you have the number to hand?

@Padston

Calling BT's general number is likely to be as productive as asking your cat/dog/goldfish...

Re: Switch to full fibre - solid orange lights

licquorice — Sat, 26 Oct 2024 16:19:51 GMT

I can assure you a new router won't fix it, despite what BT say your service hasn't been correctly activated.

Re: Switch to full fibre - solid orange lights

licquorice — Sat, 26 Oct 2024 16:21:32 GMT

@Anonymous not sure if the FTTP team still exist, the number is 0800 587 4787 if it does

Re: Switch to full fibre - solid orange lights

Padston — Sat, 26 Oct 2024 16:22:09 GMT

@Anonymous ha, yeah!

They seemed nice enough but not very helpful

Re: Switch to full fibre - solid orange lights

Padston — Sat, 26 Oct 2024 16:23:25 GMT

@licquorice yeah even they didn't seem convinced. Just going through the motions. It's annoying because I now can't do anything until that arrives next week.

Re: Switch to full fibre - solid orange lights

licquorice — Sat, 26 Oct 2024 16:24:32 GMT

@Padston try the number I posted, not sure if they still exist though.

Re: Switch to full fibre - solid orange lights

Padston — Sat, 26 Oct 2024 16:25:25 GMT

Can I ask - how would I know if I was through to the FTTP team? I just called the number and it sounds like the normal customer service number/options

Thanks

Re: Switch to full fibre - solid orange lights

licquorice — Sat, 26 Oct 2024 16:55:05 GMT

It diverts to normal CS if the FTTP team are busy/don't exist.

Re: Switch to full fibre - solid orange lights

Anonymous — Sat, 26 Oct 2024 17:35:45 GMT

@Padstonwrote:
Can I ask - how would I know if I was through to the FTTP team?

Make a note of the ONT serial number & ask to verify it against your account. An error is sometimes the reason for a failed install. FTTP Team should be able to do that, regular line probably won't know what an ONT is.

Re: Switch to full fibre - solid orange lights

Padston — Sat, 26 Oct 2024 17:25:14 GMT

@Anonymous great, thanks for the tip.

I'll try and get through to them on Monday and try to cross reference the serial number

Re: Switch to full fibre - solid orange lights

tonysmini018 — Sun, 27 Oct 2024 08:44:50 GMT

Try the pin reset on the ONT. Once it restarts and updates then it may kick in.

If it’s not that then it may need the profile stripping and rebuilding either at BT’s end or Openreach’s systems.

Re: BT and Openreach cannot get brand new fibre install to work

tonysmini018 — Sun, 27 Oct 2024 08:49:39 GMT

Purple lights mean your router isn’t seeing the signal from your ONT.

Try a new Ethernet cable (port 4 on the back of a SH2), also, have you enabled FTTP in the router hub manager?

Re: Switch to full fibre - solid orange lights

Padston — Sun, 27 Oct 2024 09:45:58 GMT

Hi @tonysmini018

Thanks for the suggestion but it's still the same after a reset.

Do you who I would have more chance calling to rebuild the profile? Does OR have a number for this kind of thing?

Re: BT and Openreach cannot get brand new fibre install to work

imjolly — Sun, 27 Oct 2024 10:45:37 GMT

@Padston

As the thread was marked solved I moved your post to start your own thread so you can get replies. The mods no longer have account access so try suggestion by @tonysmini018 and if that does not help try CS 03301234150