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Aspiring Contributor
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Message 1 of 16

Broadband failed, Engineer didn't show up etc

Hi

 

On 30.5.15 my HH5 failed; the broadband light is solid red and having tried a factory reset far longer than the required time the colours do not cycle it just returns to red. I called BT who decided it was definately a network fault and the Hub didn't need to be replaced.

 

I work one hour away from home (so unable to come home for a morning/afternoon appointment) in a job where it's extremely hard to get leave and it took a lot of persuading just to get today off in order for this to get fixed. Predictably the engineer didn't turn up so now I'm in a position where I can't commit to being at home for a rescheduled appointment with an engineer who isn't guaranteed to show up for work that might not be required as it seems like a failed HH. Tried to get some help after the engineer didn't show but BT customer services lived down to their reputation so any ideas where I go from here would be very much appreciated.

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Distinguished Sage
Distinguished Sage
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Message 2 of 16

Re: Broadband failed, Engineer didn't show up etc

Does your phone work ok?



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Aspiring Contributor
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Message 3 of 16

Re: Broadband failed, Engineer didn't show up etc

Yes the phone line works perfectly well and according to my laptop the Hub is receving the broadband signal fine, the problem seems to be authentication on the Hub.

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Distinguished Sage
Distinguished Sage
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Message 4 of 16

Re: Broadband failed, Engineer didn't show up etc


@laotianrockrat wrote:

Yes the phone line works perfectly well and according to my laptop the Hub is receving the broadband signal fine, the problem seems to be authentication on the Hub.


Can you elaborate please?

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Aspiring Contributor
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Message 5 of 16

Re: Broadband failed, Engineer didn't show up etc

The is no problem with the phone line. The HH shows an excellent connection when I check wireless connectivity. The broadband light on the HH is solid red which I believe means a problem with the password/authentication.

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Distinguished Sage
Distinguished Sage
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Message 6 of 16

Re: Broadband failed, Engineer didn't show up etc

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Aspiring Contributor
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Message 7 of 16

Re: Broadband failed, Engineer didn't show up etc

Hi. Is this what you mean?

 

1. Product name:BT Home Hub
2. Serial number:+068543+NQ44602003
3. Firmware version:Software version 4.7.5.1.83.8.204 (Type A) Last updated 13/02/15
4. Board version:BT Hub 5A
5. DSL uptime:5 days, 15:05:05
6. Data rate:9995 / 39993
7. Maximum data rate:17197 / 66878
8. Noise margin:11.3 / 14.4
9. Line attenuation:18.5 / 16.1
10. Signal attenuation:18.5 / 16.1
11. Data sent/received:12.6 MB / 4.3 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:No
14. 2.4 GHz Wireless network/SSID:BTHub5-7QKN
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:BTHub5-7QKN
19. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:WPA2
21. 5 GHz Wireless channel:Automatic (Smart Wireless)
22. Firewall:Default
23. MAC Address:18:1e:78:10:61:fc
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0
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Distinguished Sage
Distinguished Sage
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Message 8 of 16

Re: Broadband failed, Engineer didn't show up etc

Yes, so what isn't working? Everything looks fine.

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Aspiring Contributor
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Message 9 of 16

Re: Broadband failed, Engineer didn't show up etc

The broadband light on the front of the hub is solid red and the strip light is solid orange. When I try to connect the message 'additional log in information may be required. Please open your browser' flashes up. The connection shows as OK but the light remains on and I can't   and it won't connect.

 

I haven't made any changes to the password since the HH was set up in february and when I go through the troubleshooter it says 'We don't know what's wrong. Please call 0800etc'  who have been no help so far.

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Distinguished Sage
Distinguished Sage
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Message 10 of 16

Re: Broadband failed, Engineer didn't show up etc

Either you have been connected to another ISP inadvertantly or there is a very odd fault on the hub. Is it possible to borrow a neighbour's hub temporarily to verify?

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