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ec77
Beginner

on ‎01-08-2023 11h01

1,733 Views
Message 1 of 4

Full Fibre - No Connection since install

Hi, Hopefully someone might be able to help.

I joined BT last weds with a full fibre connection, but since the install, the hub has had a solid orange light.

The ONT has green lights.  I've contacted BT and had a visit from a "home tech"? guy, who said everything was connected properly, he tried a different router with same issue.

I've had an openreach engineer booked for the 3rd.  

The fault tracker now shows "you've told us that it's fixed", is this normal?

and, can I explore any other options in the meantime?

 

many thanks.

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3 REPLIES 3
infinitywaiter
Contributor

‎01-08-2023 17h13 - edited ‎01-08-2023 17h22

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Message 2 of 4

Re: Full Fibre - No Connection since install

You can get compensation as stated in forum post here:

https://community.bt.com/t5/BT-Fibre-broadband/Broadband-outage/m-p/2306767#M348155

 

Also, check previous forum posts as others might help you like here:

https://community.bt.com/t5/Archive-Staging/Solid-Orange-Light-on-smart-hub/td-p/1855435

https://community.bt.com/t5/BT-Fibre-broadband/Smart-Hub-2-Solid-Orange-Light/td-p/2276147

https://community.bt.com/t5/Archive-Staging/Smart-hub-solid-orange-light-No-internet/m-p/2054677#M11...

Although, would have expected the Tech person to have tried all the simple tricks of resetting hubs etc.

If still not working, then BT could send you out a mini 4g Hub that you can use to get connected to Internet whilst issues solved, as mentioned in third link above.

If you gone BT Halo+ you should already have had a mobile hub for backup broadband connection anyway.

I do not subscribe, so please do not always expect a reply.
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gg30340
Distinguished Sage
Distinguished Sage

on ‎02-08-2023 21h57

1,627 Views
Message 3 of 4

Re: Full Fibre - No Connection since install

Call the the FTTP Team on 08005874787 and inform them of the problem. It may be that your broadband is not registered/activated correctly.

If you find that your call is transferred to the "normal" Customer Service Dept call back until you get through to the FTTP Team.

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DavidM
Moderator-Retired

on ‎03-08-2023 9h14

1,591 Views
Message 4 of 4

Re: Full Fibre - No Connection since install

Hi @ec77 and weldome to our community.

Thanks for posting about your connection problems. @infinitywaiter has posted some great advice (thanks for that) but your best bet would be to contact the number posted by @gg30340 . The FTTP guys should be able to get this sorted for you. 

Cheers

David

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