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Message 11 of 22

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

Hi @Anonymous, the mobile coverage here is a bit patchy unfortunately, so tethering to the mobiles is OK for limited internet access (like this 🙂) but is not really sustainable for the online classes which are being streamed. We do have other options relying on the kindness of the others, so thanks to them, but it's not an ideal situation.

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Message 12 of 22

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

if hub connected what colour is light?

 



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Message 13 of 22

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

Hi @imjolly, when the hub is successfully connected the light is solid blue.

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Message 14 of 22

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

yes but what colour when you plug hub in but does not connect to internet?



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Message 15 of 22

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

@imjolly the hub light is flashing orange.

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Message 16 of 22

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

I had hoped that this issue would get resolved in less than the expected two weeks, because over the weekend I was able to change the appointment to this morning (Monday) with estimated arrival time between 08:00 - 10:00.

However, just after 10:00 I received a call saying that due to engineer absence the appointment could not be completed, and the next availability was back to 16th July. The call was not even from BT, but some company acting on their behalf, QubeGB or something similar.

This service is shoddy, I am very disappointed. What other options for complaints are there apart from waiting on hold all day?

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Message 17 of 22

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

2020-07-06 13_38_53-Lost broadband connection, Smart Hub can't connect... - Page 2 - BT Community.png

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Message 18 of 22

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

Hi @pippincp, thanks, I had followed those options on the website and can't sit there on hold for the length of time required, so the only other option is to write to them.

When the Qube engineer comes and does exactly the same kind of tests, plugging in some other router into the test socket, and getting the same results, does anyone know how long is it likely to take to get an OpenReach engineer involved? 

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Message 19 of 22

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

I had an issue like that a few weeks back, BT engineer was on the Wednesday afternoon, no fault inside as I had told them. He arranged an Openreach engineer who attended on  the Friday Morning.

 

Are you not on a Halo package? If you are they should have sent you a minihub to cover your internet usage until the boradband is fixed.

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Message 20 of 22

Re: Lost broadband connection, Smart Hub can't connect. No resolution likely for over two weeks!

@syoung76  BT don't have engineers, they use Qube who can't do anything other than check you have everything connected up correctly.

@Frustrated15The qube engineer should contact Openreach. In normal circumstances it would be 2 days.