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Message 21 of 54

Re: Broadband upgrade not working - help

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You do get automatic compensation for delayed activation.

https://www.bt.com/help/account-and-billing/automatic-compensation

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Message 22 of 54

Re: Broadband upgrade not working - help

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if you factory reset the hub can you check that FTTP is set to on

you don't need internet connection to check just the ethernet connected computer  just enter 192.168.1.254 into your address bar then the admin password from hub then go to advanced settings/technical log/information



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Message 23 of 54

Re: Broadband upgrade not working - help

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The pic you posted of the ONT seems to be missing the LAN LED, which suggests there's no connection between the ONT & Hub. First make sure that the ethernet cable with the red ends is firmly pushed home at both ends until it clicks. If the LAN LED still doesn't light try swapping the cable for the grey one.

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Message 24 of 54

Re: Broadband upgrade not working - help

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If you have spoken to BT and say ‘all is as is should be’ then the  question for them is ‘ why isn’t it working then ?’ , it’s a false argument to say if you are not switching providers it’s straightforward, your previous service was on different system to the new service, and although it’s the same provider and same router it doesn’t mean that BT don’t have anything to do , they have to configure your access on the new system .

Openreach would fit the ONT irrespective of the ISP , but anything extra ?, if you were a customer of a small niche provider and the router that ISP had supplied was faulty , or hadn’t arrived by the time of the OR install , the OR tech can’t supply one themselves, and OR are not allowed to make extra efforts for BT  customers , they have to deal with all ISP in an equivalent way, if BT ‘pay’ OR for a better level of service, but that level is available to any ISP willing to pay , that would be equivalent, but it’s not within OR gift to guarantee the ISP has done everything necessary for their customer to get on line.

I’d agree that if BT say that they will demonstrate it fully working then they  have failed to deliver that , but presumably they should arrange a directly employed BT engineer for a managed install for this , not OR .

As you have been in contact with BT FTTP team , and they have supposedly checked your configuration and that the correct ONT serial number is registered against your service , what have they said they intend to do next ?, because sending OR back out could be pointless, but  it’s possible the ONT ( which is OR responsibility ) is displaying the correct lights but could  still be faulty , so getting a replacement fitted and it’s serial number registered may be worthwhile , but it’s unusual for a ONT to be faulty in this way , keep us advised.

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Message 25 of 54

Re: Broadband upgrade not working - help

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Just noticed another reply , and it makes a good point , why isn’t the LAN light lit if the ONT is connected to the router ?, do you have another LAN ( RJ45) cable to try between the router and ONT , you would expect that if the ONT is detecting the router the LAN light would be lit ( presumably the router was switched on and connected when you took the photo ) unfortunately the router even though it worked on your previous service doesn’t necessarily mean it’s OK , obviously when it was on FTTC the WAN port wasn’t in use , it was a LAN port , and although if you have made the necessary software switch to turn the 4th LAN into a WAN port , it’s never had to work this way …have you been offered a ‘new’ router ?

You could connect a laptop directly to the ONT , set up a PPPoE session and see if you can get online , that would indicate the router is no good , but try a different Ethernet cable first 

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Message 26 of 54

Re: Broadband upgrade not working - help

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Creating PPPoE connection on your laptop is quite straightforward, the instructions here will be the same for Windows 11 as well as earlier versions

https://www.tp-link.com/uk/support/faq/921/

The username to enter is bthomehub@btbroadband.com

and the password BT

 

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Message 27 of 54

Re: Broadband upgrade not working - help

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Thank you. I did see this.  £5.25 per day does not really compare with 4 days unpaid work sadly 😒

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Message 28 of 54

Re: Broadband upgrade not working - help

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£5.25 that should be 

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Message 29 of 54

Re: Broadband upgrade not working - help

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@KarrieB 

Did you read the post by @iniltous 

https://community.bt.com/t5/BT-Fibre-broadband/Broadband-upgrade-not-working-help/m-p/2245948#M33934...

The fact that the LAN light is not lit on the ONT, would point to a possible faulty Ethernet cable from the ONT to the home hub. Have you a spare cable you could try?

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Message 30 of 54

Re: Broadband upgrade not working - help

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Hi

 

i have checked the FTTP is on a few times, turning off and on to hopefully get it to start, and it is on.

Thanks 

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