Openreach box looks fine but no Internet

[Chris60]

Hello folk,

I've got an engineer coming around on the 15th April, but just seeing if I can figure anything out in the mean time.

Details

• I have the Openreach (ONT) (FTTP)
• It was working just fine using Google Wifi mesh
• Internet access suddenly dropped
• Switched back to using SmartHub2 as part of diagnosis - no Internet (orange light)
• ONT has green light for PON, Port 1 and Power (no other green lights)
• Have performed factory reset of SmartHub2, tried a different Google Wifi device and reset the ONT.
• Have tried different ethernet cables from Port 1 to the SmartHub2
• Bills are paid and up to date

The first line support have run checks and can see no issues going to the ONT.

So my thoughts are that whilst there's a connection to the fibre network, something has gone wrong in terms of getting access to the Internet.

Any thoughts?

[Les-Gibson]

Depending upon which version of the ONT you have, is the LOS/Alarm LED lit?

[Chris60]

Thanks for the reply.

No, only the lights mentioned - PON, POWER and PORT 1

[Chris60]

Just to be clear, here are the lights:

[iniltous]

The Openreach part of the connection is OK ( indicated by the solid  PON light ) connect your BT hub to the ONT , possibly with a different Ethernet cable to the usual one ( to eliminate it as the problem ) what is the status of the Hub lights ( once it’s had chance to sync )
https://www.bt.com/help/broadband/fix-a-problem/broadband-and-wi-fi/i-can-t-connect/what-do-the-ligh...

A solid Orange light can indicate an account issue, you are connected but are being denied internet access.

[pippincp]

Try connecting a PC/Laptop directly to the ONT and set up a PPPoE connection

Username bthomehub@btinternet.com

Password BT

[Les-Gibson]

When you re-fitted the SH2, did you remember to set the FTTP soft-switch in the hub manager

[Chris60]

Have tried different Ethernet cables, will try connecting to the ONT using PPPoE, I haven't tried that.

I'm not sure I changed any FTTP soft-switch in the hub manager, I did a factory reset though - I'll investigate.

[Chris60]

Can confirm FTTP is set correctly.

Have connected directly to the ONT and unable to find PPPoE server after about a minute of trying. 

Does this indicate a broken ONT?

[Les-Gibson]

It sounds like an account problem to me, is there any reason why you may have been disconnected