BT Smart hub 2 not picking up WAN port in settings

[rbz5416]

As @countrypaul suggested, connecting a PC would be the next step. Just connecting it should light the LAN LED on the ONT, which should give a clue as to where the issue lies. The chances of receiving multiple devices all with the same fault that no one else on here has reported are infinitesimally small. Are you certain that the ethernet cables are clicking fully into place at both ends?

[Robbo_0410]

Tried connecting my laptop still no Lan light I'm guessing it's just a faulty ONT again 🤦🏻‍♂️ with the hub being brand new and out the box I can only think the problem is the ONT

[rbz5416]

As you say, that takes the Hub out of the equation. Is the ONT in a case or just screwed to the wall? I'm wondering if something is blocking the ethernet cable from seating properly. If you pull on the cable, does it come out of the ONT?  It should be held in place by a spring tab that you have to release first.

[Robbo_0410]

https://acrobat.adobe.com/link/track?uri=urn:aaid:scds:US:23a1c9f5-806e-3999-a8a5-3fe6d6e62a03

Can you see that image? It's a case screwed onto the wall and yes it is clipped in I can't just pull the ethernet cable out, I can only think it's the ONT that has been giving me problems it has been replaced numerous times, perhaps it needs moved, it really is baffling me it can't hold the connection it would seem then just loses it altogether 

[rbz5416]

Baffling me too! Does wiggling the ethernet cable light the LAN LED?

When OR have changed the ONT, have they also changed the AC adapter? Do you have another extension lead you can try? I can't really see it being a power issue but if everything else has been changed...

[Robbo_0410]

Yeah I'm almost certain they've changed the power supply each time I will try it in the main socket but other then that I'm totally stumped, I don't think moving the actual ONT would make a difference, I don't know if OR have different ONT's they could try, like I said they will replace it but within 24-48 hours it just loses the connection to the LAN then just goes off altogether 

[Robbo_0410]

@rbz5416 quick update, had a bit of a play round with green cable and the Lan light has came back on, so I'm guessing the issue is the green cable I have mentioned this to the engineers on there visits but they don't seem to take any notice, isn't that connected to the fibre line outside?

[rbz5416]

That's really weird as I can't see how the fibre cable has any bearing on the LAN. Other than the connectors are mounted side by side.

Just to be sure, you mean the white cable on the right with the light green connector? Just that the ethernet cable looks dark green in your pic, at least on my screen.

Whatever is going on it clearly needs investigation by someone with more troubleshooting skills than simply box swapping. I've seen the Mods mention special investigations or similar, which hopefully gets the job to someone more experienced/skilled. Hopefully they'll pick this up after multiple swaps of both ONT & Hub.

[iniltous]

If you mean the cable with the green plug ( SC/APC ) that is the optical ‘lead’ into the ONT , and if it were ‘faulty’ , like dirt on the surface,  or a poor physical connection into the ONT then you would expect the LOS ( Loss of signal ) light to be lit , the LAN port is not optical , so juggling the fibre side should make no difference to the non fibre side , unless it’s actually the physical movement, in which case juggling the Ethernet cable should have the same effect.

TBH , if you have had several routers and ONTs , and the LOS light never appears , then it points to the cable or cables that are being used between the two , although accepting that you have tried several , lastly, looking at the photo posted , the Ethernet cable doesn’t appear to be fully seated 

[Robbo_0410]

Yeah the cable to the right of the ethernet, the one that clips in and out, that's what I thought it's the fibre line, Neil one of the moderators for the community who is helping me with the fault has forwarded to the network investigations team he says they specialise in complex situations that Openreach can't find a solution for, fingers crossed it gets sorted as when it actually works it's fantastic, I download full size games on my Xbox in a matter of minutes