This topic

Unfixable fault

tguardi — Mon, 22 Jul 2024 12:00:19 GMT

Hi,

I have had a nightmare with BT.

First tried to move my account to my new address. After much going round the houses, I was told I had to set up a new account. Which I did but would not activate until the 16th. Annoying, but could deal with that.

Get sent the new box I time and the 16th comes around. Get an email to say it was all set up but didn't work. Contacted BT who did all the tests and sent an openreach engineer around on the 19th. They could not see an issue and said the problem must be with my provider. Phoned BT. No issues on their end so they booked in another openreach engineer for today (Monday 22nd). Have received a text saying that my service should be working. It isn't.

Not sure what to do if everyone says it's working when it obviously isn't. I have completed all the tests they have required. Might it be a faulty hub?

Thanks

Re: Unfixable fault

Madpeter — Tue, 23 Jul 2024 04:10:14 GMT

is it a full fiber connection with something like

on the wall and a red cable going to the hub?

Re: Unfixable fault

tguardi — Tue, 23 Jul 2024 04:13:11 GMT

Yes, FTTP.

Re: Unfixable fault

Madpeter — Tue, 23 Jul 2024 04:24:11 GMT

do you have a PC / Laptop with a ethernet cable?
if so you could try skiping the hub and see if the connection works by directly connecting to the ont

(offsite link)
https://www.tp-link.com/uk/support/faq/921/

the PPPoE details are generic and are Username bthomehub@btbroadband.com and Password BT.
(there are some nodes that skip the password and use btinternet@btbroadband.com as the username)

if the PC connects to the internet then its a faulty hub

Re: Unfixable fault

tguardi — Tue, 23 Jul 2024 04:38:31 GMT

Thanks, had a quick look but the configuration for this in Windows 11 looks totally different... Trying to work out how to do it

Re: Unfixable fault

tguardi — Tue, 23 Jul 2024 04:58:00 GMT

Googled how to set it up using Windows 11 - went through the process.

It says "connection failed with error 651"

A quick Google of that said it could be all manner of issues 😕

Re: Unfixable fault

Madpeter — Tue, 23 Jul 2024 05:27:14 GMT

oh well was worth a shot.

next up would be factory resetting the hub, then connecting to the admin panel and making sure its in FTTP mode

https://www.bt.com/help/broadband/getting-set-up/how-to-set-up/bt-smart-hub-2/full-fibre-mode

Re: Unfixable fault

tguardi — Tue, 23 Jul 2024 05:29:57 GMT

Tried that - reset completed multiple times, full fibre mode is already toggled on

Re: Unfixable fault

Madpeter — Tue, 23 Jul 2024 05:34:23 GMT

well crud thats all the simple options ruled out.
sadly this will prob need a replacement hub if the engineers already been and the ont lights are all green as shown

Re: Unfixable fault

tguardi — Tue, 23 Jul 2024 05:38:45 GMT

Yeah, that's the only thing I think is left to try.

Only thing that makes me doubt it is that when I plugged it in the day before I got activated it worked - albeit at a slower speed than I was supposed to get. In the short time it was working, it had a firmware update on the 15th. Hasn't worked since and just sits on solid orange.

Openreach out twice saying nothing wrong on their end. BT saying all set up on their end. So can only be the hub I guess.

Re: Unfixable fault

iniltous — Tue, 23 Jul 2024 08:49:07 GMT

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

Solid orange on the router , and the correct lights on the ONT , irrespective of what you were told would seem to be an ‘account’ problem ( BT rather than Openreach ) , it’s possible it’s the router , but not as likely as an account configuration error , have you done a factory reset ?

Re: Unfixable fault

tguardi — Tue, 23 Jul 2024 08:50:10 GMT

Done a factory reset. No joy.

BT say there is no problem with the account (checked with connections).

Openreach say no problem with the fibre coming from the exchange.

Re: Unfixable fault

iniltous — Tue, 23 Jul 2024 09:15:56 GMT

I tend to agree with Openreach in that the network they are responsible for ( headend to your ONT ) on the face if it is fine , steady green PON light , the router having an orange light is key ….that means in effect it’s the OLT into the ‘BT’ network that doesn't ’recognise’ your connection.
Your ISP needs to know your ONT serial number to get you set up , this is normally part of the installation process , you could try asking them to confirm they have the correct ONT serial number recorded ( you reading it from the sticker on the ONT )

is your property a new build , and has only ever had FTTP and you are the first ‘user’ , or is it an older property where it once had a copper pair service which was ‘upgraded’ to FTTP , but by a previous occupant ?

Re: Unfixable fault

tguardi — Tue, 23 Jul 2024 09:42:57 GMT

BT took the serial number of the ONT - matches up with what they have on file apparently.

Property is older and had FTTP installed a while ago it seems.

Re: Unfixable fault

iniltous — Tue, 23 Jul 2024 10:02:44 GMT

If the original ONT installation was a ‘retro build’ one , and whoever ordered FTTP service in the first place ( and that wasn’t necessarily with BT ) did have a working service , then that also tends to point suspicion at a set up problem, rather than an Openreach problem.

As you say it’s possible that the router is faulty, and presumably you are being sent a replacement, if that doesn’t resolve the issue , I would be asking for your service to be ceased and then reprovided , that way clearing out any dodgy settings /data and giving you a clean setup, although as you tried a PPPoE connection ( which doesn’t need a router ) and that didn’t work , I’m still unconvinced that it’s a router problem

Re: Unfixable fault

tguardi — Tue, 23 Jul 2024 10:07:24 GMT

Yeah, a replacement hub is on its way.

I don't think it's the router personally as it was working the night beforehand. I think you are right and a reordering of the service might be needed.

Re: Unfixable fault

Steve_M — Wed, 24 Jul 2024 15:54:11 GMT

Sounds like something I can help with. Are you okay to drop some details in a DM?

Thanks

Steve

Re: Unfixable fault

tguardi — Thu, 25 Jul 2024 12:18:10 GMT

New hub arrived - same as before it's showing solid orange light.

I'll contact BT again and see about a total reset.

Re: Unfixable fault

tguardi — Thu, 25 Jul 2024 12:45:14 GMT

So apparently they have ordered a reconnection to happen today (like I had on the 16th I guess?) - I thought I was just getting a new hub. Tech guy said I will need to wait until the end of the day to see if it works.

He did say he'd call me again tomorrow morning to see if I'm connected. But I'm beginning to think they will have to kybosh the whole thing and start again. 😕

Re: Unfixable fault

Steve_M — Thu, 25 Jul 2024 16:05:05 GMT

Hi @tguardi,

Glad that the service is now up and running 🙂

For others following the thread... It looks like the Openreach ONT was stuck with one-way transmission. I did a packet capture early this morning and it showed the PPPoE PAD-I message coming from the hub, then our equipment sending out a PAD-O packet. Nothing happens after than and the Hub would re-send a PAD-I, suggesting the PAD-O never reached the Hub.

After getting Openreach to rebuild the circuit config, the PPP session has come up and service is fully working.

Steve