Broadband will not connect

[Wava]

My hub is flashing purple, which means the broadband cable (grey ends) isn't connected according to the instructions. However, it never came with that, it can with red and yellow ends. The contents sheet doesn't even say a grey ends cable. I've tried contacting BT but they keep asking for phone numbers so when I eventually put my mobile number in I got a massive screech coming from them, which upset me so I'm coming here hoping you guys are competent.

[imjolly]

do You have FTTP ?  if so then ethernet cable connects from ONT (small white openreach box) to port 4 on hub maybe marked WAN

[Wava]

Yes I have a red cable going from the white box you mentioned to the WAN port of the hub. It's still the same.

[imjolly]

did the fitter have your internet working before leaving?  when was/is activation date

[rbz5416]

Is this a new connection that's never worked or previously working connection that's failed?

What lights do you have on the ONT?

Try following the troubleshooter.

[Wava]

What? I don't think I've conveyed this well. My mum ordered a phone and hub. We got the phone Thursday and the hub today. She's paying the contract for it already so the activation must already been. A fitter? I don't know, we never got one. We got a phone and hub, which came with the cables I mentioned earlier as well as a power source.

[Wava]

We have a hub, which is flashing purple and should be blue. We also have a white box in the wall with holes in it (no lights)

[imjolly]

does white box look like this

or like this

[Wava]

The last one on the bottom.

[imjolly]

if like 7 then cable (not ethernet need to be connected to broadband socket and the DSL socket on back of hub