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No Internet all week, am I being lied to?

n0body991 — Fri, 15 Nov 2024 09:31:24 GMT

I've had no internet all week due to a supposed "major service outage" and the time for an estimated fix keeps changing. The lights on my hub are orange and have been since Monday morning but I haven't heard any other local people talking about it. My full fibre before was a bit spotty so it makes me think that there might not actually be an issue and BT are just gaslighting me. Surely it doesn't take a week to replace cabling due to "wear and tear"?

Very unhappy with the service.

Re: No Internet all week, am I being lied to?

WSH — Fri, 15 Nov 2024 10:00:45 GMT

This site tends to be worth a look, (even though it’s run by Zen):

https://status.zen.co.uk/broadband/

Re: No Internet all week, am I being lied to?

n0body991 — Fri, 15 Nov 2024 10:19:47 GMT

Absolutely nothing on there about my problem in Lancaster. The plot thickens....

Re: No Internet all week, am I being lied to?

licquorice — Fri, 15 Nov 2024 11:00:30 GMT

If your hub is orange it won't be a physical cable problem it will be an 'exchange' problem.

Re: No Internet all week, am I being lied to?

Anonymous — Fri, 15 Nov 2024 11:25:45 GMT

What lights do you have on the ONT?

Re: No Internet all week, am I being lied to?

n0body991 — Fri, 15 Nov 2024 11:36:40 GMT

All the same as usual. All but the far left one

Re: No Internet all week, am I being lied to?

Anonymous — Fri, 15 Nov 2024 11:46:23 GMT

"Far left" doesn't really help as there are different models, what's it labelled?

But if everything is normal then I'd suggest logging on to the SH2 to make sure that FTTP Mode is still active, although I expect it to be purple if not. If it is active then try a factory reset using the pin hole on the back. It may need to be held for 20-20s until the LEDs flash. If you have DV phones then backup your contacts first.

Re: No Internet all week, am I being lied to?

iniltous — Fri, 15 Nov 2024 12:02:55 GMT

If the PON light is lit and steady ( not flashing ) then the network is fine , and whatever the issue is , doesn’t need Openreach to visit you , it could be a MSO , but it’s not likely

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

Steady orange suggests a problem with the way your account is configured/set up , you need to contact them again

Re: No Internet all week, am I being lied to?

n0body991 — Fri, 15 Nov 2024 12:18:05 GMT

Hmmm, everything was working fine until Monday, so I'd hope it's not an account issue. Again, Ive been told theres a local outage but no one I have spoken to locally is having issues either and it seems a long time for the reasons they gave for the outage.