This topic

New (replacement) Smart Hub 2 - solid orange light

cr4ckf0x5teve — Tue, 01 Jul 2025 20:11:18 GMT

We lost service on 21st June after a local thunderstorm, major service outage in the local area. Service wasn't restored so requested replacement Smart Hub which initially fixed the issue. However, after 4 days we have lost all service, Hub has a solid orange light, and the hub manager states "Connection Status: No Service".

What could be causing this - another faulty Hub, external (network) fault, socket issue or something else??

Re: New (replacement) Smart Hub 2 - solid orange light

Michael_D — Thu, 03 Jul 2025 08:21:58 GMT

Hi @cr4ckf0x5teve

Thanks for coming to the community.

If it did work for a few days after having the hub replaced, it would be best to speak to our tech guides. They'll be able to carry out some tests on the connection and look to pinpoint what is happening.

If they need to, they can also arrange for an engineer.

Michael

Re: New (replacement) Smart Hub 2 - solid orange light

cr4ckf0x5teve — Thu, 03 Jul 2025 12:28:02 GMT

Subcontractor (Qube?) engineer turned up today.

Checked the test socket and couldn't establish any broadband connection, tried a couple of different routers, and despite citing this as an external issue, tried to replace the existing Mk3 socket with an older MK2 socket and separate filter.

Openreach engineer is now booked for Tuesday (7th). All in all, a VERY underwhelming experience.

Re: New (replacement) Smart Hub 2 - solid orange light

licquorice — Thu, 03 Jul 2025 12:34:48 GMT

It's not a line problem, that would cause a purple light on the hub.

It's a PPP layer problem, i.e an account problem.

Re: New (replacement) Smart Hub 2 - solid orange light

cr4ckf0x5teve — Thu, 03 Jul 2025 14:05:05 GMT

If that's the case, who do I talk to in order to get this resolved??

I'm concerned that there may be some form of 'crosstalk' issue - my landline number was changed last year when BT switched me to digital voice, various BT systems still to refer to the old number (which is currently out of service); would this relate back to the account issue you refer to ie have I been 'switched off' in error??

Seems odd that the service came back on for a short period when the replacement router was installed??

Re: New (replacement) Smart Hub 2 - solid orange light

licquorice — Thu, 03 Jul 2025 14:18:40 GMT

The only people you can talk to are BT customer services.

Re: New (replacement) Smart Hub 2 - solid orange light

cr4ckf0x5teve — Thu, 03 Jul 2025 14:34:20 GMT

And they have pointed me to the Openreach engineer visit booked for Tuesday.....

To describe this as a shambles is unfair on the word shambles.

Re: New (replacement) Smart Hub 2 - solid orange light

chrisjp — Thu, 03 Jul 2025 15:08:01 GMT

It does seem that an awful lot of BT's actions to resolve loss of service issues can be described as a shambles.
As Licquorice says, an orange hub light points to a problem with the account and not a line problem. Given this, why have BT arranged for an Openreach engineer to visit to investigate? It's an account problem and only BT can rectify this. They really don't seem to know what they're doing!

Re: New (replacement) Smart Hub 2 - solid orange light

cr4ckf0x5teve — Thu, 03 Jul 2025 15:11:56 GMT

That doesn't exactly reassure me.

What is the best number to contact "customer services" to get them to investigate this??

Re: New (replacement) Smart Hub 2 - solid orange light

licquorice — Thu, 03 Jul 2025 15:19:03 GMT

0330 1234 150

Re: New (replacement) Smart Hub 2 - solid orange light

cr4ckf0x5teve — Thu, 03 Jul 2025 16:03:52 GMT

Have tried ringing that number a few times, the consistent response is "need to wait for the Openreach engineer to assess the fault".

Think it might be time to find another ISP....

Re: New (replacement) Smart Hub 2 - solid orange light

Ali_A — Fri, 04 Jul 2025 07:34:55 GMT

@cr4ckf0x5teve

Did the Customer Service guides confirm your account is set up correctly and active?

Just a side note to the above - The lights on the BT Hub tell you what's going on with different functions and whether there are any problems, we have a handy page What do the lights on my BT Hub mean? which has more information about this.

Ali

Re: New (replacement) Smart Hub 2 - solid orange light

WSH — Fri, 04 Jul 2025 07:56:19 GMT

Which essentially boils down to...

Green light…Starting up (If it goes red, that’s a boot failure).

Flashing purple…Not connecting to the internet. A physical connection/line fault.
(Steady purple is a line fault but connected through Hybrid Connect).

Flashing orange…Authenticating, i.e. negotiating the connection to BT

Steady orange…Connected to the internet but not talking to BT, (a logical fault such as an account setting).

Blue light….normal

Re: New (replacement) Smart Hub 2 - solid orange light

cr4ckf0x5teve — Tue, 08 Jul 2025 06:48:12 GMT

Update.

Openreach have 'rejected' the appointment scheduled for today, I only found this out at 19.45 last night when I contacted BT for an indication of when the engineer would be arriving, quite why no-one had the sense/courtesy to advise me is beyond me.

How do I escalate this? I've heard mention of an Executive Complaints Team - if so, do I email them, ring them, or send a carrier pigeon?

Any advice/guidance appreciated...

Re: New (replacement) Smart Hub 2 - solid orange light

licquorice — Tue, 08 Jul 2025 07:12:54 GMT

Email the BT CEO, against forum rules to post the address but easily found with a Google search.

Re: New (replacement) Smart Hub 2 - solid orange light

cr4ckf0x5teve — Tue, 08 Jul 2025 20:52:23 GMT

Openreach have eventually relented, an engineer appointment has been booked for Thursday 10th July. If it isn't resolved on Thursday I'll escalate.

Re: New (replacement) Smart Hub 2 - solid orange light

cr4ckf0x5teve — Mon, 14 Jul 2025 21:20:19 GMT

Openreach engineer carried out a lift and shift. Worked for 2 days, then another major service outage. Service is now back on, but for how long is anybody's guess.