I've just moved into a rented house, which benefitted from a BT line and broadband.
My service was supposed to go live on Friday last (23 Aug), but sadly no broadband. Phone is fine, and the home hub 3 router started trying to connect, but all it manages is the orange/purple flashing then off again.
Similar connection failure on a third party router.
I'm pretty sure I've seen this before when the provisioning process hasn't been completed properly. I was told by a BT engineer that one of the tasks in the workflow hadn't been completed - he tapped away for a few seconds and the router came to life.
Sadly - that was after 4 hours on the phone to a call centre last time I moved house. I've already spent two hours on the phone to two people who haven't been able to help.
Does anyone have a contact number for a centre in the UK that has the access to check the provisioning process? I'm sure this is such a simple fix - but right now I'm being told I have to take a day off work so an engineer can come out and I may be charged.
Thanks for the response John
Sadly,.. I've already done this. The first person said they couldn't see that information and wouldn't speak to me further until I was physically in front of the router.
The second had me do all the standard disconnecting extensions and plugging directly through the field socket etc....
Unless I can get through to someone that can help, I have to take a day off work to waste the time of a BT engineer .
Whilst there is every possibility that it is a commissioning issue, you have jumped to that conclusion without exploring other possibilities. You are in a new house, you need to try the test socket and check for audible noise on the line in just the same way we ask anyone else with broadband problems to do. Surely it has to be worth trying this before you commit to a day off work?
if you have conencted to test socket and still nothing then sounds like yoi do need an engineer whether to your home or the exchange.
Also if you do the preparatory work by trying the test Socket then you can be sure that you will not be charged and if BT Broadband Tech. Support say an engineer has to visit then the engineer will most likely go away again muttering excuses and get the necessary switch flicked to give you the service you want.