This topic

Solid orange light on Smart Hub 2 - just moved home

CooperTrooper96 — Sun, 05 May 2024 06:57:59 GMT

Hi all,

Have literally just moved house, bringing my Smart Hub 2 with me. Unfortunately didn't realise the engineer needed said hub for installation (daft, I know) and not just the Hybrid additional, so engineer set up as best he could and left instructions on how to finish.

Followed said instructions to set up the Hub and it is just displaying a solid orange light. The broadband cable is directly connected to the split openreach socket.

Advice welcomed!!

Re: Solid orange light on Smart Hub 2 - just moved home

Keith_Beddoe — Sun, 05 May 2024 07:04:54 GMT

@CooperTrooper96

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

What BT Broadband package did you order, and what date have BT given you for the service to be activated?

Not quite sure whether you did actually bring the Smart Hub with you, as there appears to be some contradiction.

Re: Solid orange light on Smart Hub 2 - just moved home

CooperTrooper96 — Sun, 05 May 2024 07:05:50 GMT

Hi,

I got the Fibre 1 package, and the engineer said Friday-Saturday - I have had the email confirmation that everything is up and running.

Re: Solid orange light on Smart Hub 2 - just moved home

CooperTrooper96 — Sun, 05 May 2024 07:06:37 GMT

Sorry - and yes I did bring the hub with me, it just wasn't here when the engineer came.

Re: Solid orange light on Smart Hub 2 - just moved home

Keith_Beddoe — Sun, 05 May 2024 07:09:39 GMT

Have you connected it up as shown below?

Re: Solid orange light on Smart Hub 2 - just moved home

CooperTrooper96 — Sun, 05 May 2024 07:17:54 GMT

Yes, although as there is a double master socket I haven't used a filter, just connected directly to the broadband port.

Re: Solid orange light on Smart Hub 2 - just moved home

licquorice — Sun, 05 May 2024 07:24:05 GMT

An orange light indicates you have physical connectivity but your service has not been activated yet.

Re: Solid orange light on Smart Hub 2 - just moved home

Keith_Beddoe — Sun, 05 May 2024 07:24:31 GMT

I am surprised that the Openreach technician did not check that it was working, before they left.

I am assuming that there is no other powered Openreach equipment in the house, just in case its an optical connection with an ONT (Usually new build properties)?

All you can do is to ring BT and tell them the broadband is not working. They should arrange another visit from Openreach to fix the issue. This would be deemed an Early Life Failure, and dealt with within two working days.

Re: Solid orange light on Smart Hub 2 - just moved home

CooperTrooper96 — Sun, 05 May 2024 07:43:07 GMT

I haven't spotted any other openreach equipment unfortunately! Thank you for your help.

Re: Solid orange light on Smart Hub 2 - just moved home

Anonymous — Sun, 05 May 2024 08:03:36 GMT

Does the phone line work?

Why was an engineer required, what did they do?

Re: Solid orange light on Smart Hub 2 - just moved home

Keith_Beddoe — Sun, 05 May 2024 08:12:32 GMT

Stop sell on normal PSTN connections, also probably just an Openreach third party agent.

Re: Solid orange light on Smart Hub 2 - just moved home

chrisjp — Sun, 05 May 2024 09:30:10 GMT

"I am surprised that the Openreach technician did not check that it was working, before they left."

As the OP mentioned, the hub was not available to the Openreach technician when he set up the line, because the OP had not yet brought it to the new house.
Still, I'm curious to know what the technician actually needed to do, unless the house was new and previously unoccupied. Did he have to fit a new master socket?

Re: Solid orange light on Smart Hub 2 - just moved home

RIC9380 — Sun, 05 May 2024 11:00:54 GMT

Try switching the HH off and unplug it giving it a few minutes then replug it in and switch on again. If it doesn't turn blue (allowing about 3 minutes) use a paper clip to press the Hub's factory reset button. If this doesn't fix the issue, contact Customer Services on 0330 1234 150. They are available 8am to 8pm today.

RIC9380 😊