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Newbie
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Message 1 of 5

Purple light, tried usual solutions already

Set up homehub nine months ago, no issues until this morning.

Flashing purple light, have removed and check connecting wires, no obvious flaws. Have reconnected and restarted a number of times.

Did troubleshoot online. Have an NTE5, opened it and tried test socket but no luck. Ran diagnostics, no joy there. Factory reset did not help either.

Reluctant to clog the call centre phone line during these busy, understaffed times so any advice would be much appreciated.

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 5

Re: Purple light, tried usual solutions already

do you have a dial tone?  if so dial 17070 option 2  should be silent and best with corded phone



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Newbie
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Message 3 of 5

Re: Purple light, tried usual solutions already

I unfortunately don’t have a handset in the house and am now coming to regret that.
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Distinguished Sage
Distinguished Sage
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Message 4 of 5

Re: Purple light, tried usual solutions already


@ACKev wrote:
I unfortunately don’t have a handset in the house and am now coming to regret that.

There is no alternative.

There are quite a few people that do not plug a house phone in to check dial tone every so often. This can cause issues with broadband. Also, if one wire has become disconnected (quite common), then that will cause no broadband,  constant disconnections, or a very low speed.

The solution is to get hold of a cheap (less than £10) wired phone, and plug it into the phone socket to see if you get dial tone.

Then dial 17070 (free call)  and select option 2, quiet line test, and see if there is any noise on the line.

If you do not get dial tone, or there is noise on the line, then you need to report it as either no dial tone, or a noisy line. Do not mention the broadband problem, otherwise it will end up in the wrong fault queue, and take much longer to be fixed. There are plenty of people who can fix phone faults, but not as many broadband people.

Once the phone fault is fixed, then the broadband will get better.

You may find that the very act of plugging a phone in, and getting dial tone, fixes your broadband, as it breaks down any corrosion.

Newbie
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Message 5 of 5

Re: Purple light, tried usual solutions already

Definitely worth a try! Will give it a go, thanks.
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