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Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

Nathan_Johnson — Fri, 03 Feb 2023 20:09:13 GMT

Hi there,

I have just recently moved into my apartment with my partner and both our jobs need internet to be working at home. Luckily our workplaces have understood and are giving us time but this is just unacceptable in my opinion.

moved in, set up the internet and I’m well aware of technology and have set it up following the instructions exact and it’s just stuck on a solid orange light.

Now what really annoys me is that all the guides and everything else, says to just open a web browser on my device and it will open a setup wizard. Well guess what, it doesn’t and it’s really frustrating to why these guides say that but it doesn’t work.

I’ve tried typing in the 192.XXX.X.XX4 number and it doesn’t work. I’m trying all sorts before the engineer comes out and I’m just stuck now.

Re: Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

Keith_Beddoe — Fri, 03 Feb 2023 20:12:31 GMT

@Nathan_Johnson

Welcome to this user forum for BT Retail phone and broadband customers.

Assuming you are a BT Retail Customer, what date has BT Retail given for service activation?

Re: Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

Les-Gibson — Fri, 03 Feb 2023 20:14:47 GMT

You should be able to connect to the hub by LAN but you're going nowhere if the light on the front is solid orange and there's nothing you can do, that require Openreach attention.

What date where you given to go live

Re: Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

Starman — Sat, 04 Feb 2023 09:46:12 GMT

Are you using company laptop perhaps that tries forces a VPN connection and/or firewall that might block local range IP addresses?

Maybe try a mobile phone via the hubs wifi connection and see if you can access the configuration pages that way? typically broswe to http://192.168.1.254/ and using the user/pass on the card at the rear of the router.

Re: Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

Nathan_Johnson — Sat, 04 Feb 2023 11:30:47 GMT

Service should have started on the night that I moved in which is the 31st of January at 23:59 it said on text.

Re: Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

Nathan_Johnson — Sat, 04 Feb 2023 11:32:15 GMT

They are sending a BT engineer out? Does this mean that they won’t be able to do anything with it and I’ll have to contact openreach or is that what is going to happen on Wednesday?

just really frustrating when you’re paying for a service and it should be working without hassle. I’ve done nothing wrong, followed the guide and it’s not working.

Re: Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

Nathan_Johnson — Sat, 04 Feb 2023 11:34:05 GMT

Was originally using company laptop but then went on my personal desktop and it’s not working on that either. Doesn’t open no wizard as it says it would do on the guide.

to be fair a lot of the guide instructions seem to be quite outdated as it’s a different box to what it used to look like a few years ago in the videos. It definitely needs to be updated if there is no wizard. I’ve tried typing that in as the guide says something about smart setup but there’s no option for that anymore

Re: Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

Anonymous — Sat, 04 Feb 2023 11:39:34 GMT

What service have you signed up to, which router do you have & how is it connected?

Separately, even with no Inernet connection, you should be able to open the Hub's web interface at 192.168.1.254 (not sure why you obscured that). If you can't, you either have a faulty Hub or you have no network connection to it.

Re: Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

Les-Gibson — Sat, 04 Feb 2023 11:40:01 GMT

Assuming that everything has been connected up properly then there's nothing you personally can do and probably very little a BT engineer can do except check the ONT.

As can be seen from What do the lights on my BT Hub mean? | BT Help the orange light means that the hub is working but not connected to the internet

Re: Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

Nathan_Johnson — Sat, 04 Feb 2023 11:41:44 GMT

So what should I do? Contact openreach?

Re: Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

Les-Gibson — Sat, 04 Feb 2023 11:44:25 GMT

You can't contact OpenReach, they're not end user facing, their customers are the ISPs'.

Afraid you're at BT's mercy

Re: Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

licquorice — Sat, 04 Feb 2023 11:54:09 GMT

I have no idea what this 'guide' is that you refer to. There is no setting up involved, the hub simply connects to either your master socket if FTTC or the optical modem (ONT) if you have full fibre (FTTP). You can then connect your device either by Ethernet cable or WiFi to the hub.

With an orange light you can still connect to the hub management page at 192.168.1.254 in any case.

As @Les-Gibson says, the orange light indicates that you have physical connection but the account has not been activated.

Re: Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

Nathan_Johnson — Sat, 04 Feb 2023 12:26:17 GMT

so what should I do if my account hasn’t been activated?

Re: Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

Anonymous — Sat, 04 Feb 2023 12:30:46 GMT

Did you miss my post?

Re: Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

Keith_Beddoe — Sat, 04 Feb 2023 12:31:50 GMT

@Nathan_Johnson

Its not a BT Retail person they send out, its an Openreach Field Technician who has the equipment to check the connection. I am assuming this is an optical fibre connection and the Openreach ONT is not showing any error?

Re: Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

Nathan_Johnson — Sat, 04 Feb 2023 12:32:26 GMT

Well BT best sort this issue out then because other residents in my block have BT and theirs works so hopefully it’s something the engineer can sort.

Just my luck every time I’ve moved I’ve had problems with internet, I must be cursed

Re: Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

Nathan_Johnson — Sat, 04 Feb 2023 12:32:52 GMT

Literally the guide that tells you about the lights mate

Re: Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

Nathan_Johnson — Sat, 04 Feb 2023 12:34:14 GMT

If you’re on about the modem with the green lights on it yes showing no error, the hub is orange light when connected. The flats I live in seem to have access to full fibre as I’ve seen the connection all around the building and where the wires go and others who live here don’t seem to be having issues

Re: Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

Anonymous — Sat, 04 Feb 2023 12:44:00 GMT

I'm out...

Re: Solid Orange Light - Engineer coming out Wednesday but my work relies on internet

Les-Gibson — Sat, 04 Feb 2023 12:50:03 GMT

@Nathan_Johnsonwrote:
If you’re on about the modem with the green lights on it yes showing no error, the hub is orange light when connected. The flats I live in seem to have access to full fibre as I’ve seen the connection all around the building and where the wires go and others who live here don’t seem to be having issues

It would have helped a great deal if you had thought to include that minor little detail in your original post.

Is the LOS lamp red (it shouldn't be) ? note that neither the LOS or the PON lamps should flash.

If the correct lamps are lit then you could cross your fingers and try a factory reset of the hub on the off-chance, new hubs have been known to require a reset in the past.