No Internet after activation

[Adamc89]

Hi, I ordered BT Full Fibre 500 on Tuesday 7/3/23 and I was told my activation day was on the 9/3/23 along with my equipment. I received an automated text around 3am on Thursday that my broadband was ready and also received an email. Later that day my equipment arrived and after I got back home from work I tried hooking up the BT Smart Hub 2 to the openreach master socket via broadband cable, the hub booted up while showing a green colour and I tried to connect to it after a few minutes but I was met with 'Connected without Internet' message on my phone. I tried several times to reboot and connect to it but I had the same message. Am I doing something wrong? Any help is appreciated, Cheers.

[imjolly]

if you have full fibre 500 then that connects to openreach ONT not the master socket

do you have ONT? lights?   and if so hub should connect using ethernet to port 4 on SH2

[Keith_Beddoe]

@Adamc89 

Welcome to this user forum for BT Retail phone and broadband customers.

You need to connect the Smart Hub 2 to the Ethernet port on the Openreach modem (ONT), not the master socket.

[Adamc89]

Oh thanks! I was told that I don't need an engineer visit and just had to plug it into the openreach socket. I don't have this ONT socket, do I need an engineer visit now then?

[imjolly]

yes 

phone FTTP TEAM 08005874787 and see if they can help you.  if you get diverted to CS as team busy then hang up and try again bit later