Hi - helping another neighbour with BT hub v2. He is used to disconnections but its been off for 4 days now. Here's what I've tested:-
1. BT wholesale beta speedtest (on his number from my house) says "during the test an error occurred while trying to retrieve additional details regarding your service."
2. plugged hub into the master socket test port; broadband light initially flashed purple for a couple of minutes (nice colours!) then turned solid brown (although I have now determined that it is orange).
EDIT: steady orange means "Wired connection to broadband is OK. Now connecting to Internet service - please wait"
Does this mean anything to anybody?
3. filters switched -no change; phone is ok; no fault reported in area (or his number).
Rang BT; spent an hour repeating what I had already done (fair enough - guess there's a fixed workflow).
Passed to "tech team" who will ring back later today.
Anything else I could/should have done?
did you trya factory reset using the recessed button on back and hold till lights flash? did you try a different modem rj11 cable in case there is a problem?
There's always something to try 🙂
Yes I tried a different RJ11. No, I didn't do a factory reset. Will this lose any info? I have a spare (not BT) router/modem with me but not sure if the chap I'm helping would know what his router/modem username/password is.
You cannot do a speedtest on his number from your line. You would have to be connected to his hub, and therefore his line, before you can run the speedtest........
the signin is same for email@example.com and password anything will do many just use BT
"You cannot do a speedtest on his number from your line." (sorry, don't know how to quote). I understand I cannot get a download speed (obviously) but its useful to be able to get IP PROFILE and connection rate (up/down). If this is naughty then I'm sorry but I only do it if a bt (or plusnet) friend/neighbour has a problem.
EDIT oh, its a v3 hub.
Oh b***er. The v3 hub instructions say that a steady orange on broadband is "Not applicable". (This after a flashing purple).
Dear me - my poor neighbour. Has spent about 3 hours on the phone to BT in the last 2 days. (I don't even think its the tech support).
If he wasn't ill (and at home) I don't know what he (or anybody else) would do.
A VOL was raised yesterday (hoorah!) and was also CLEARED. What? What? What?
If I post the VOL here can somebody summarise its status?
If you log in to his hub via his wireless connection, and you are able to get a broadband connection you should be able to carry out the speedtest, which can give you the ip profile. You could also post the adsl stats.......
No broadband conenction. BT hub (v3) broadband light is solid orange (after flashing purple for a couple of mins).