This topic

Trying to report a fault

bennie53 — Sat, 26 Jul 2025 13:12:08 GMT

Monday 21st July swapped from copper to FTTP by Openreach on behalf , this is because of Digital Voice

Wednesday 23 July Internet dropped out three times the 3rd time it stayed off,

Contacted BT Via 150, who said i needed a patch lead with RED PLUGS? (this is now fitted) but system is still down.

Had a call back from BT Guide on Friday to check if all ok (No It is not)

An Engineer CIRTEC in HOME ENGINEER? was booked to attend WED 30TH July, At the same time I was told my Fault was due to a MAJOR OUTAGE in my locality , 2 near neighbours also on BT Fibre (fed from same pole as me)are working fine so this is false information.

Spoke to a BT Guide SAT 26TH and went again through all the issues about red plugs, major outages etc etc and he has now raised a fault with OPENREACH as urgent .

QUESTION WHY IS SO HARD TO GET ANYONE TO UNDERSTAND YOUR SYSTEM IS BROKE (I do have limited Internet via aN EE HALO WHICH IS SLOW BUT GIVES ME ACCESS

Re: Trying to report a fault

licquorice — Sat, 26 Jul 2025 13:38:42 GMT

First of all you don't need FTTP for Digital Voice, but that's not relevant to the problem.

Also the colour of the cable is entirely irrelevant, it is just an Ethernet patch lead.

What are the colours of the lights on the ONT (optical modem) and the smart hub?

Have you connected the ONT to port 4 on the hub and is the hub configured as full fibre mode?

Re: Trying to report a fault

iniltous — Sat, 26 Jul 2025 13:50:33 GMT

It may be a fault affecting many users ( so you may be repaired as a consequence of Openreach fixing that common fault regardless of you actually reporting your issue ) or you may have an individual failure.

FWIW , if a failure is to happen, it’s usually quite soon after installation ( its relatively common ) , as stated the most informative thing you can confirm is the status of the ONT , if the LOS light is lit , Loss of Signal , then there is a physical issue , if the PON light is lit but flashing it’s an authentication issue , if the ONT lights are normal (PON light steady green ) the OR network is fine and it’s a BT issue , possibly account related ….the colour of the plug on an Ethernet cable is irrelevant, the ones with red plugs were to supplied to make self installs foolproof, red plug into red socket ….the router no longer has a red socket so supplying a red plug Ethernet cable is pointless these days .

Re: Trying to report a fault

bennie53 — Sat, 26 Jul 2025 14:14:17 GMT

I now know the patch lead colour is irrevelant, why do BT make such a deal of it, land-line now plugs into Smart Hub so no Internet no lanline,Hub is configured to Fibre, white modem has 3 green lights all steady bar for RH gives a small pulse, Smart Hub is steady purple this is because Halo has me connected via EE 4g

Re: Trying to report a fault

bennie53 — Sat, 26 Jul 2025 14:26:30 GMT

Power on Green

LOS no light

PON Light Green

LAN Light Green with small pulse

Why would it be an account issue ? have I been switched off by an accountant? How do I sort it?

Re: Trying to report a fault

iniltous — Sat, 26 Jul 2025 14:38:44 GMT

If the ONT lights are normal , then there is no problem with the Openreach network, I’d check the connection between the hub and the ONT is satisfactory, presumably you have already checked that the hub is set to full fibre mode and that ONT is connected to the 4th Ethernet socket (actually a WAN socket when full fibre mode is selected) , also consider changing the Ethernet cable if not already done so.

If it is an account issue , ( if the hybrid connect wasn’t available you would expect the hub to flash purple ) …it’s also worth power cycling the ONT and router , it may be the FTTP service is back on line but the hybrid connect hasn’t handed back the service to the FTTP

Re: Trying to report a fault

bennie53 — Sat, 26 Jul 2025 14:29:02 GMT

O and it cannot be a major fault as my near neighbours also BT Fibre are not affected

Re: Trying to report a fault

iniltous — Sat, 26 Jul 2025 14:37:26 GMT

I’d agree it unlikely to be MSO if your near neighbours are not affected ,

the ONT status shows the Openreach network is fine ,it seems it’s from the headend into BT as the ISP ( so your account ) to be where the issue is , this us assuming the situation continues after you have reset both the router and ONT

Re: Trying to report a fault

licquorice — Sat, 26 Jul 2025 14:43:04 GMT

Disconnect the Hybrid device.

If the hub stays purple it is a physical fault between ONT and hub, if the hub turns orange it is an account problem.

With the initial intermittent nature of the fault I suspect the former.

Re: Trying to report a fault

bennie53 — Sat, 26 Jul 2025 15:36:11 GMT

So because I have all 3 green lights on ONT Modem , can I assume then the patch lead is not connecting inside the modem . the steady purple indcates I am connected by an EE Hybrid device this is part of the halo 3 package with BT

Re: Trying to report a fault

licquorice — Sat, 26 Jul 2025 15:54:55 GMT

Hence see what conditions the hub indicates when not using the hybrid.

I'm not sure if the hybrid kicks in if there is an account type problem or only if the WAN physical input fails. I think it is probably just the latter, in which case the problem is either the patch lead or the hub itself.

I assume you have tried a different patch lead.

Hmm, just re-read your original post, there is no mention of rebooting either the ONT or hub. I would try doing that if not already done so.