This topic

Internet down for nearly 2 days due to issue with regrade

DPS1985 — Thu, 05 Jun 2025 15:42:55 GMT

We did a regrade on Tuesday evening to go from 500mb to 900mb.

At about 1:30 Thursday 04/06/2025 morning then internet went off for the upgrade.

According to all tracking the order has been completed but we have absolutely no internet since then. Smart hub just shows a solid orange light.

We have restarted it multiple times, no change. BT sent an engineer to the house today, he couldn't fix it, so we now have an OpenReach Engineer coming out tomorrow (06/06/2025) to review the line as they are saying it's external, but the internet literally worked until the upgrade.

When running a test using the fault system in BT it comes back stating the issue is "a stale or inactive Point-to-point Protocol session".

Seriously does this need an engineer to actually come back to look at the line, or is this an issue with how the regarde has been performed?

Re: Internet down for nearly 2 days due to issue with regrade

licquorice — Thu, 05 Jun 2025 15:49:14 GMT

Your problem has absolutely nothing to do with the line, it is how the service has been provisioned incorrectly.

Hub being orange indicates physical layer connectivity is present and the problem as indicated is at the PPP layer.

Re: Internet down for nearly 2 days due to issue with regrade

DPS1985 — Thu, 05 Jun 2025 15:50:58 GMT

So how is the best way of getting this fixed?

Obviously just throwing engineers out at it isn't going to do anything, and when I spoke to the tech team yesterday morning they said there was nothing more they could do.

Re: Internet down for nearly 2 days due to issue with regrade

licquorice — Thu, 05 Jun 2025 16:00:31 GMT

Unfortunately you will have to go through the motions of an Openreach engineer visiting and reporting his findings back to BT.

Re: Internet down for nearly 2 days due to issue with regrade

iniltous — Thu, 05 Jun 2025 16:10:57 GMT

What is the status of the lights on the ONT (not the router ) ….have you power cycled the ONT basically switched it off and back on, but as stated it’s most likely a provisioning issue , the fix , to cease and then re-provide your connection in ‘data’ , no physical work , and therefore the Openreach visit unnecessary , but as you are finding this is easier said than done …

Re: Internet down for nearly 2 days due to issue with regrade

DPS1985 — Thu, 05 Jun 2025 16:08:10 GMT

I have yes.

Not currently home as communting, but the only light not on is the alarm light.

I have tried cycling that a few times as well just to see if it helps.