I am hoping for a little advice. Yesterday 03/05 was the activation day for a switchover from Sky broadband which I have had for over 5 years, to BT Infinity 2. I recieved a text saying the service was active. At the same time I got various warnings from systems at home (NAS, IPCams) that the current web connection had been lost. Home Hub 5 arrived in the post when BT said it would and yesterday I hooked the new hub up with excitement. Only to be greeted with a constant orange glow and a solid red "B" once the start up process went through the motions. My phone line still works.
I called customer services and spent over an hour on the phone restarting the router, unplugging it and so forth, to no avail. The only solution I was offered was an engineer visit to my home as I was told I had a connection issue at my house. I could be wrong, but having had a perfectly good Sky connection 6 hours prior, I was doubtful anything physcial has changed at my property. Nonetheless, the gentleman in customer services was adament that an engineer visit was needed. I explained very clearly that it was not going to be convenient and could he investigate other potential issues, such as external connectivity problems between myself and the exchange. Apparently a home engineer visit was the only option which has been booked for next week, I have explained nobody will be at home but it seems to have fallen on deaf ears, I fear, at the incovenience of the engineer due to turn up.
I tried to reset the router this morning and received the same outcome.
I can only assume something hasnt been connected correctly somewhere along the line. Can anyone advise how I should proceed, as taking time off work is more hassle than its worth from both a time and financial perspective; I might as well return to Sky.
Solved! Go to Solution.
does your phone work?
Thanks for the reply. Yes my phone line works.
have you tried the order online chat to see if they can help https://bt.custhelp.com/app/chat/contact_chat/queue_id/463/c/5617,5621
Indeed I have, they echoed the need for an engineer to come inside my house.