I have a problem with my broadband.
On the 15th October I rang BT and requested my connection to be
transferred to my new property on the 28th October. I then received an
email stating that connection would be made on the 5th November.
I then rang BT again stating that this date was incorrect and the
changeover date should be the 28th October and immediately received an
email confirming this new date.
On the 28th I moved into the new property and the broadband was
working fine. The 5th of November arrived and the broadband stopped
working (going from a blue power light, a blue broadband light and a
blue wireless light to blue power, red broadband & blue wireless).
Since the 5th I have had 3 engineers come to my property, all of
which have found no faults at the property (including the router) and
almost daily calls from India but I still have no connection.
I would appreciate your help immensely! Any thoughts?
Solved! Go to Solution.
Thanks for the post and welcome to the forum.
A red broadband light usually indicates a problem with authentication. Can I get you to check what details you are using within the hub manager?
Under the 'broadband username' section make sure that the username you are using is email@example.com.
Please check this and then get back to us to let us know where we stand with this.
Thank you for your reply.
Yes the username I am using is firstname.lastname@example.org
I hope you can help me. I have been going round in circles with the call centre and getting absolutely nowhere!
Ok thanks having a look for us.
If you haven't already been connected via the test socket and swapped your microfilters around give that a whirl. If you have and no joy I'll need to carry out some further checks on your line.
Could you drop me in an email please with your BT account and telephone number along with a link back to this thread.
Just send to the email address in my profile.
Hello, We have just resolved this same issue.
Our broadband went down on the 2nd Nov....(due to the server in Edinburgh causing problems for so many)...called BT on 4th, then back and forth to Indian call centre for next coupe of weeks. After talking us through everything imaginable, they decided to send us a new Hub, same problem with red light, 3rd hub sent same problem...they told us that the problem was definitely in our house as the line checks all came back as working...finally arranged to have an engineer call, husband took day off to see him, when at 2pm, the engineer phoned up to say he had walked into the exchange 1/2 mile away and found the broadband 'card' had melted and that was the cause of all our problems!!!! This was not apparent from the help line that suggested our area was ok after the fault, they then fixed the problem after 1 day although we are still taking minutes to load each page which is frustrating! Wonder if this could also be what has affected you?? Hope our experience helps.
Thanks to Robbos and to Rodney at @btcare for assistance with my problem.
It was exactly as Robbos outlined with her problem below and your assistance was helpful in giving the engineer a head start!
Its a shame we even need to deal with BT India. The service I recieved once finding this forum and @btcare on Twitter was impeccable. BT India was an absolute nightmare from the start and I can honestly say I got NOWHERE with them. A complete waste of time and a terrible advertisment for BT.
BT, what on earth are you thinking!
now i must add that the guy passed the problem on and im waiting on a phonecall tomorrow about it. same thing happened last thursday. they phoned. tlaked my brother through a few things but still no go. i added that i was working all day tomorrow, they are gonna ring me at work. not sure how ringing me when my hub is at the house but oh well as long as i can talk to someone who knows something and someone i can understand.