This topic

flashing purple light for 3 days now

dd_rs — Sun, 03 Dec 2023 06:09:51 GMT

hello, so i signed up for bt fibre 2 on the 15th of november and was told activation would be on the 1st of december, by 11 am i got a text and email confirming the service was ready and good to go by 23:59pm on the 1st of december its 6am on the 3rd now and the hub is still flashingpurple, i've tried to do everything it says on the website disconecting hub reseting etc... i need internet asap as my work depens on it and ive been 2 weeks without internet what can i do

Re: flashing purple light for 3 days now

Keith_Beddoe — Sun, 03 Dec 2023 06:25:32 GMT

@dd_rs

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Try calling 0330 1234 150

Re: flashing purple light for 3 days now

dd_rs — Sun, 03 Dec 2023 06:50:00 GMT

ok but can anyone help tho

Re: flashing purple light for 3 days now

Keith_Beddoe — Sun, 03 Dec 2023 06:59:24 GMT

No, you would need to contact BT and tell them your service is not working. They will then ask Openreach to investigate, as there may be a line fault. Openreach are responsible for the external network.

I assume its an FTTC connection, where the BT Home Hub is plugged into your phone socket on the wall?

Re: flashing purple light for 3 days now

dd_rs — Sun, 03 Dec 2023 07:03:34 GMT

yes

Re: flashing purple light for 3 days now

Keith_Beddoe — Sun, 03 Dec 2023 07:14:30 GMT

Then, assuming you have connected it up correctly, then is has to be a line fault somewhere, and only Openreach can sort it out.

You should have reported it to BT yesterday, as Openreach always keep a task open just for cases like yours, which are classed as Early Life Failures.

Provided you tell BT today, Openreach can assign that task for a visit early next week, otherwise it will be closed and it will be assumed that your service is working.

Re: flashing purple light for 3 days now

dd_rs — Sun, 03 Dec 2023 07:28:56 GMT

i'm not waiting another week i will cancel the service thanks for your help anyway

Re: flashing purple light for 3 days now

Keith_Beddoe — Sun, 03 Dec 2023 07:33:38 GMT

It would be tomorrow or Tuesday, not another week. Just give them a call now, as a task should be there in the system, but will be closed off if they do not hear from you.

You will wait a long time for any service with another provider who uses the Openreach network, as your existing connection would need to be ceased first.

Re: flashing purple light for 3 days now

dd_rs — Sun, 03 Dec 2023 07:40:53 GMT

ok i will phone them as soon as they open

Re: flashing purple light for 3 days now

Keith_Beddoe — Sun, 03 Dec 2023 08:10:05 GMT

Just tell them that your new service does not work, after trying everything, and they should be able to see your provision order and take action. They should be also be able to see that there is no working connection, as they have all the diagnostic tools. Make sure they raise it as an ELF, The target is 48 hours for an ELF (Early Life Failure).

Openreach may see an existing routing and assume that its still intact, unless someone tells them otherwise.

Re: flashing purple light for 3 days now

iniltous — Sun, 03 Dec 2023 10:03:11 GMT

Have you just moved into the property so don’t know who ( if anyone ) was supplying the previous broadband service , ( it may not have been Openreach ) or have you lived in the property for a while but were using a non Openreach based supplier , in these cases , there could be various reasons for service not simply starting to work on the date you were given , the simplest reason may be that you may not be connected to the correct Openreach socket ( if the address has more than one Openreach socket ) , or the ‘line’ from the address to cabinet ( assuming you are taking FTTC ) has in the period between now and when it was last in service ( which may have been years ago ) is no longer intact .

As stated lines that are started in these circumstances ( a gap of many months or even years since the line last delivered service ) should be dealt with as early life failure, if they don’t simply start back up .

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

It is only really if you had service working service already from one Openreach provider and migrating to BT that there is overwhelming expectation that it’s not going to be problematic , so what’s your ‘story’ , is this your first service with an Openreach based product at this address , or there has been a big gap between now and the last time you had Openreach service , or the line was working up until very recently for you with another provider and it’s only the change to BT that has affected this .

Re: flashing purple light for 3 days now

Anonymous — Sun, 03 Dec 2023 10:03:26 GMT

@dd_rs

Whilst this won't get your broadband fixed any quicker, are you aware that most mobile phones can be set up as a WiFi hotspot to keep you going as your "work depens on it"?

Do you have a mobile phone, (Android or iPhone), and what is your data allowance per month?

Do you get a reasonable signal strength from the mobile mast?

Re: flashing purple light for 3 days now

Keith_Beddoe — Mon, 04 Dec 2023 11:39:54 GMT

@dd_rs

Did you manage to get BT to task Openreach to sort out your connection?

Re: flashing purple light for 3 days now

dd_rs — Mon, 04 Dec 2023 12:28:10 GMT

i don't even get 4g signal here LOL

Re: flashing purple light for 3 days now

dd_rs — Mon, 04 Dec 2023 12:28:56 GMT

they are supposed to come here at 6pm today

Re: flashing purple light for 3 days now

Keith_Beddoe — Mon, 04 Dec 2023 12:32:57 GMT

@dd_rs

Sounds promising.

Please update this thread with the result, hopefully they can sort out the issue.

Re: flashing purple light for 3 days now

dd_rs — Mon, 04 Dec 2023 17:28:19 GMT

it's past the scheduled time and no one came...

Re: flashing purple light for 3 days now

Keith_Beddoe — Mon, 04 Dec 2023 17:36:41 GMT

Its not 6pm yet.

Once it gets past that time, ring BT and find out what is going on.

See https://www.bt.com/help/account-and-billing/automatic-compensation

If we don’t activate landline or broadband on the day we promised(including when switching from another provider), you’ll receive £5.83 compensation automatically
Plus you’ll receive another £5.83 for every extra day you have to wait, not including the day your service is activated
You are eligible for compensation if your service isn’t activated by one minute to midnight on the activation date we sent by email or post.

Re: flashing purple light for 3 days now

dd_rs — Mon, 04 Dec 2023 17:35:36 GMT

it was between 3-5pm

Re: flashing purple light for 3 days now

Keith_Beddoe — Mon, 04 Dec 2023 17:37:47 GMT

See my edited post. Give BT a call to find out what is going on.