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Jedimaster
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Message 1 of 19

No internet on activation day.

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Hi. I received a text message on my activation day (today) telling me that my services are up and running. I set up the smarthub and everything was running fine until 6pm, I've had no Internet since then. Just a flashing purple light. I tried to use the troubleshooter online, but it says there are no accounts associated with my BT ID. 

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imjolly
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Message 2 of 19

Re: No internet on activation day.

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Is you phone working - has dial tone?

 



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Jedimaster
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Message 3 of 19

Re: No internet on activation day.

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Yes, I have a dial tone. Just no Internet.

 

Edit - The light is now solid orange. 

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Keith_Beddoe
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Message 4 of 19

Re: No internet on activation day.

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@Jedimaster wrote:
Yes, I have a dial tone. Just no Internet.

Check your phone number is correct, by dialling 17070 and listening to the number read out.

What does your master phone socket look like?

 

Keith_Beddoe_0-1577035081757.jpegKeith_Beddoe_1-1577035100602.jpeg

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Jedimaster
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Message 5 of 19

Re: No internet on activation day.

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The number is correct, and my socket is number 6 in that picture. It was working fine all day until 6pm.
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Keith_Beddoe
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Message 6 of 19

Re: No internet on activation day.

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@Jedimaster wrote:
The number is correct, and my socket is number 6 in that picture. It was working fine all day until 6pm.

The NTE could have gone faulty, its not unknown.

They have a large number of electronic components which can fail.

You need to prove this by taking it apart, and plugging a microfilter into the "real" test socket as shown on this picture.

mk 3 nte all parts.jpg

Once you can see the test socket, then connect it up as shown below, and see if you still get the disconnections.

I assume your alarm system plugs into the same place as your phone, via some form of splitter?

infinity_test.jpg

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Jedimaster
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Message 7 of 19

Re: No internet on activation day.

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Same issue at the test socket. Solid orange light on the hub.
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Keith_Beddoe
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Message 8 of 19

Re: No internet on activation day.

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@Jedimaster wrote:
Same issue at the test socket. Solid orange light on the hub.

Sounds like the home hub has failed. You could try a factory reset of the home hub.

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Jedimaster
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Message 9 of 19

Re: No internet on activation day.

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I have the previous version of the Smart Hub here that I was using with Plusnet until today. What do I need to type in the broadband username and password field if I want to try that hub instead?

 

Edit - I found the username. I can't connect with this hub either.

 

Edit 2 - I get this on the troubleshooting page. Clicking "link account to BT ID" doesn't do anything. 

Screenshot_20201022_204403_com.android.chrome.jpg

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Keith_Beddoe
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Message 10 of 19

Re: No internet on activation day.

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As a matter of interest, what speed are you supposed to be getting?

Did anything in the house switch on at about the time you lost the connection?

The account linkage may take 24-48 hours to update, as there may be open orders still.

I am wondering also, if there is still a pending activation which could take up to midnight, and you were on an old profile.

It could also be that there is a network fault, so it may be worth checking on the BT Status website.

https://my.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=31

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