This topic

Hub light orange

Thompson218 — Sat, 08 Mar 2025 19:05:34 GMT

Had Ultrafast about a couple of months now. About an hour ago realised we didn't have Internet. Hub lights were flashing purple. Switched off and back again and now it's steady orange. I realise this is an indication of an external problem but thought I'd ask here what's the best way to go about getting this resolved and if there's any chance before Monday?

Re: Hub light orange

Thompson218 — Sat, 08 Mar 2025 19:11:41 GMT

I should add that I found my way to a service status checker but it required a landline number and we don't have one.

Re: Hub light orange

MZone — Sat, 08 Mar 2025 19:17:44 GMT

Text HELP to 61998 (charges may apply at your standard rate).

We’ll run tests on your connection to find out what’s going on.
If you need an engineer, we’ll text you in 15 minutes to book a slot.
If you don’t need an engineer, our brilliant UK and Ireland based team will call you within 30 minutes to help solve your issue.
Monday to Friday, 8am to 9pm

Weekends and bank holidays, 8am to 8pm

Re: Hub light orange

imjolly — Sat, 08 Mar 2025 19:39:30 GMT

If you go to help at top of forum and from there you can test a d raise a fault. You can also phone CS 03301234150 and report your fault but probably take up to 3 working days for openreach visit

Re: Hub light orange

Thompson218 — Sat, 08 Mar 2025 19:43:04 GMT

Thank you for your help. The BT 'Bot' is looking into it and (by text) I've been told I will be informed of the next step in the next 30 minutes depending on what it finds.

Quite impressive if it happens.

Re: Hub light orange

Thompson218 — Sat, 08 Mar 2025 19:59:59 GMT

Engineer visit booked for Monday morning. Quite impressed actually. Putting the fact that I haven't got any Internet over the weekend on one side of course!

Re: Hub light orange

Thompson218 — Sun, 09 Mar 2025 08:58:50 GMT

Just a thought - anyone idea how this sort of thing happens? Internet working one minute then around 6ish Saturday evening it goes down.

Re: Hub light orange

licquorice — Sun, 09 Mar 2025 09:01:54 GMT

In the same way as your TV/ washing machine/ dishwasher stops working. Faults happen, nothing has an infinite life.

Re: Hub light orange

Thompson218 — Sun, 09 Mar 2025 17:44:00 GMT

I was thinking along the lines of somebody doing a bit of work in one of the cabinets or something.

Re: Hub light orange

iniltous — Sun, 09 Mar 2025 17:57:03 GMT

As you have ‘ultrafast’ broadband, that’s 300Mb or more , presumably you have FTTP , yet no mention of the status of the ONT .

Does your ONT have the PON light lit steady green , or is the LOS ( loss of signal ) light illuminated (red) …FYI , FTTP doesn’t originate in ‘cabinets’

Re: Hub light orange

Thompson218 — Sun, 09 Mar 2025 18:46:57 GMT

It's OK I'm not looking for assistance here, apparently it's an external fault. But to answer your Q, the power light is green, LOS is red, PON doesn't appear to be illuminated at all, LAN is green. What's ONT?

Re: Hub light orange

RIC9380 — Sun, 09 Mar 2025 18:53:56 GMT

Optical Network Terminal

Re: Hub light orange

WSH — Sun, 09 Mar 2025 19:56:51 GMT

...and the red loss light means a physical fault with the connection, such as a break in the fibre optic cable etc.

Re: Hub light orange

iniltous — Sun, 09 Mar 2025 21:17:04 GMT

As far as why there is now a problem, it’s impossible to know , there may be a complete break in the fibre , there may be a high loss , or your ONT may have developed a fault , it’s likely that the problem is the splitter forward towards your ONT , so only you affected , but it’s possible the problem is splitter back towards the headend and affecting all the members of the PON , so unto 30 customers , but it’s not likely that OR have 100% take up , so many fewer if the PON is out of order .
With lots of companies allowed access to Openreach physical infrastructure, like ducts , joint boxes and poles , it’s possible someone has damaged OR cables while working on /installing a competitor company cables or equipment , there are quite a number of possibilities, but it’s nothing more than speculation until OR visit and locate the issue , even when fixed , although the defect can be identified the reason for it may never be known

Re: Hub light orange

Thompson218 — Sun, 09 Mar 2025 22:54:19 GMT

Thank you, very interesting.

Re: Hub light orange

Thompson218 — Mon, 10 Mar 2025 12:36:22 GMT

Quick update. Openreach fixed the problem. The fibre where it entered the box on the wall of the house had been put in with too tight a radius and had split. The OR person that fixed the problem was diplomatic but it was installed by a contractor who was probably paid by the job!

Re: Hub light orange

Leanne_T — Mon, 10 Mar 2025 14:50:37 GMT

Thanks for coming back and letting us know, the problem has now been fixed @Thompson218

Leanne 🙂