This topic

Incorrect broadband connection switched off

srov73 — Mon, 27 Apr 2026 10:20:47 GMT

Dear Community

I had two connections 1, copper and 2, fibre.

I asked BT to cancel 1, - copper connection and they cancelled the fibre .

I have been trying to sort this our since last Thursday (23 April) to no avial.

My internet conx is copper and my house security is connected to fibre and it does not work.

I have been on a few phone calls with the BT - very helpful support, however it not fixed, please can anyone help.

The engineer came round on Saturday (25 April) and said the fibre box on the wall needs to have the LAN light on - could be the box is faulty or Openreach need to switch on the fibre.

Please help, thanks.

Re: Incorrect broadband connection switched off

licquorice — Mon, 27 Apr 2026 10:31:41 GMT

This is a customer to customer self help forum and the mods don't have account access. Nobody here can help, you need to pursue with BT.

The LAN light should flash in relation to data sent from the router. The PON light should be steady green. It will be flashing if the account has been deleted and steady red if the fibre has been physically disconnected.

Re: Incorrect broadband connection switched off

srov73 — Mon, 27 Apr 2026 11:10:07 GMT

Just finished call with BT call agent and was advised to call Colleague number - I am on the page however its the same number that I have called a few times. So not sure how to get this sorted.

Re: Incorrect broadband connection switched off

iniltous — Mon, 27 Apr 2026 11:26:22 GMT

The PON light remains steady green when authenticated with the headend , and is the normal state irrespective of any individual ISP having a customer using that particular ONT or not , so a flashing PON doesn’t signify the status of an ISP account in anyway, even with no ISP ‘using’ the ONT for a customer , the PON light should still be steady green .

If the LAN light never even flickers , it may be whatever it’s connected (your security system) that is faulty or the LAN cable is faulty…having the FTTP just for an alarm (so presumably no router connected ) and using FTTC router for everything else is bonkers ….

If you have a SH2 router on your FTTC broadband have you tried connecting it to the ONT , with the 4th Ethernet socket and Ethernet cable , switching it to ‘full fibre mode’ and confirming you have no service from the ONT ? how do you know it’s not your security system at fault if it’s the only device using the FTTP service ?