No network with steady orange light from smart hub

[djrulz123]

i got into this new flat and carried my BT connection. I got this new smart hub 2 and i have a fibre 2 connection. I could see the hub turning orange and the "los" button in the modem being steady red. I contacted with the BT team over call and they arranged for an engineer visit today. Unfortunately the engineer said that there is no fiber coming from the hallway to the modem which is why there is no network. I found this strange since no one in the building has this problem and someone  from BT must have installed the open reach modem at the first place. That person must have checked the connection when he/she installed the modem. How is this possible that the fiber is not connected into the flat? Please let me know if someone else has faced this or is this something different and we have a solution. The hub is solid orange all the time which according to the definition means that its getting network connection. Let me know if you can help

[imjolly]

Do you have FTTP and ONT like this. 

If so are lights green

[djrulz123]

yes this is the one and the "los" signal is red and the rest are green. 

[djrulz123]

[licquorice]

Then there is no fibre connection or the fibre is not 'lit'. LOS = Loss of Signal

[imjolly]

You need to phone the FTTP TEAM 08005874787 and see if they can help you