BT Fibre Solid Orange Light

[Maibs]

Hi,

On Wednesday 15th Between 00.01am and 05.30am we lost our Internet connection (Fibre 150mb) Solid Orange light on home hub, I had a old home hub in the garage that I tested to make sure it wasn't a router issue but that too had solid orange light.

So wednesday afternoon I started the 61998 Advisor route and spoke to tech support who arranged a open reach engineer to come out Thursday and check everything, he tested everything and could find no issue, while here he said it was moved tier 2 and there was a upgrade/update overnight on Wednesday that had messed up the connection and usually an easy fix, so left it 24 hours to see if it would be fixed.
Friday afternoon still no Internet so called back for an update but there was nothing, no notes about visit, no new info as to why it wasn't working, advisor arranged for another engineer to come Saturday morning, Saturday afternoon visit has been marked as complete but no engineer has turned up, we are still having solid orange light, after calling back yesturday (Saturday) still no idea what was wrong, why the engineer hadn't turned up, in the end we upgraded our package to Halo just to get a 4g Mobile Hub sent out that we waiting on just to be able to do basic living stuff.

Our fault tracker on myBT is just showing fix date as 19th March with a green tick and summary asks us to check our service, we still have no service and solid orange light, any ideas to next steps? any calls I make just seem to try and get engineers sent out that end of cancelling/not turn up? It's now been 5 days of orange light and not convinced this issue is even being investigated. Help please. 

[PaddyB]

Hi @Maibs,

Thank you for posting. I'm sorry if you've been left without a Broadband connection. When you look at the ONT, the white box that connects to the hub, what to the light on there show?

Have you tried resetting the ONT and the Hub to see if that makes a difference?

Thanks,

Paddy

[Maibs]

Hi,

Thanks for reply,

Lights on white box, Power Optical Lan1 all green.

Home hub was factory reset to see if that solve it but didn't, and white box has been restarted/reset.

Engineer tested white box on visit with no issues.

Thanks 

[Maibs]

Hi,

So Internet came back (Solid Blue light no issues) on Monday 21st March, has been fine for 3 days and now waking on morning of Thursday 23rd it has now gone back to orange and we have no connection again, brilliant.

Is there a better number to ring or someone to contact as we were getting no-where last time, is this gonna a weekly occurence now? 

[rbz5416]

When you say you tested the router by swapping out with an old one, what was that exactly? Have you used it with FTTP previously?

Reason I ask is that if it was previously used with FTTC, it's WAN port may not have been enabled. Of course you may be aware of that & enabled it when you connected but just checking.

[Maibs]

Hi,

Yes the "Old" router was one we had used with fibre previously and set up as such.

Surely no fault with equipment as its been working flawlessly since coming back Monday, and again looks like we received one of those special upgrade/updates that breaks everything. 

Thanks for help 

[rbz5416]

Clutching at straws a bit but when you swapped routers, did you also swap the PSU? About all that's left is the ethernet cable between router & ONT. But faulty cables are pretty rare & apart from physical damage.

[Maibs]

All original cables for old home hub was used when setting up as it was easier than using current hub ones, so New PSU and new ethernet to white box still constant orange light.

Again have spoken to ADVISOR 61998 and are due another engineer visit tomorrow between 8 -13 hopefully someone turns up this time, currently 1 turned up 1 hasn't so far so let's see.

Thanks for replys so far appreciate it.