Hub light orange

[Thompson218]

Had Ultrafast about a couple of months now. About an hour ago realised we didn't have Internet. Hub lights were flashing purple. Switched off and back again and now it's steady orange. I realise this is an indication of an external problem but thought I'd ask here what's the best way to go about getting this resolved and if there's any chance before Monday?

[Thompson218]

I should add that I found my way to a service status checker but it required a landline number and we don't have one.

[MZone]

Text HELP to 61998 (charges may apply at your standard rate).

We’ll run tests on your connection to find out what’s going on.
If you need an engineer, we’ll text you in 15 minutes to book a slot.
If you don’t need an engineer, our brilliant UK and Ireland based team will call you within 30 minutes to help solve your issue.
Monday to Friday, 8am to 9pm

Weekends and bank holidays, 8am to 8pm

[imjolly · Accepted solution]

If you go to help at top of forum and from there you can test a d raise a fault. You can also phone CS 03301234150 and report your fault but probably take up to 3 working days for openreach visit 

[Thompson218]

Thank you for your help. The BT 'Bot' is looking into it and (by text) I've been told I will be informed of the next step in the next 30 minutes depending on what it finds.

Quite impressive if it happens.

[Thompson218]

Engineer visit booked for Monday morning. Quite impressed actually. Putting the fact that I haven't got any Internet over the weekend on one side of course!

[Thompson218]

Just a thought - anyone idea how this sort of thing happens? Internet working one minute then around 6ish Saturday evening it goes down.

[licquorice]

In the same way as your TV/ washing machine/ dishwasher stops working. Faults happen, nothing has an infinite life.

[Thompson218]

I was thinking along the lines of somebody doing a bit of work in one of the cabinets or something. 

[iniltous]

As you have ‘ultrafast’ broadband, that’s 300Mb or more , presumably you have FTTP , yet no mention of the status of the ONT .

Does your ONT have the PON light lit steady green , or is the LOS ( loss of signal ) light illuminated (red) …FYI , FTTP doesn’t originate in ‘cabinets’