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Candles78
Beginner
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Message 1 of 11

Solid Orange Light on Hub - engineer can't fix

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Hi

 

I wonder if someone can help me or let me know if you've experienced a similar issue.

 

Our Broadband Infinity (Smart Hub) was working with no problems and then on Friday morning the orange light came on and we haven't been able to connect since. I have spoken with BT and they have done all the checks etc and sent an engineer out. The engineer said there was no problem with the line and it was probably the hub. He then tried a different hub and that didn't work. They tried changing the port (?) which again didn't work. He has now suggested getting another hub as they could both be faulty which I find really hard to believe. He isn't sure what else they can try so I am a bit at my wits end. I bought a VDSL TP Link router today which I believe works with BT Infinity but that doesn't work either which confirms my thoughts that it is not the hub.

 

Any ideas / suggestions would be very much welcomed!

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10 REPLIES 10
Distinguished Sage
Distinguished Sage
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Message 2 of 11

Re: Solid Orange Light on Hub - engineer can't fix

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The first engineer was obviously clueless, you need to get another engineer visit. Does your phone work?

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dgw1
Aspiring Expert
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Message 3 of 11

Re: Solid Orange Light on Hub - engineer can't fix

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There are other people on other forums telling the same story. I wonder if you all live in the same area of the UK

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Candles78
Beginner
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Message 4 of 11

Re: Solid Orange Light on Hub - engineer can't fix

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Yup phone works with no probs. When I spoke to BT again today, the lady said they were sending a new hub and it would definitely work as the engineer said that the two hubs he tried weren't syncing. I cannot believe that another hub will have a different outcome. I asked what would happen if it didn't work and she seemed flummoxed which makes me worry that is never going to be resolved!

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Moderator
Moderator
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Message 5 of 11

Re: Solid Orange Light on Hub - engineer can't fix

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Hi @Candles78,

 

If the connection hasn't worked with two previous hub I don't think a 3rd would make a difference. I'll be able to take a look at your connection if you like. You can send me in your details using the "Contact The Mods" link found in my profile.

 

Thanks

 

PaddyB

Community ModeratorPaddyB
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Candles78
Beginner
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Message 6 of 11

Re: Solid Orange Light on Hub - engineer can't fix

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Many thanks Paddy - I have sent you a message

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Distinguished Sage
Distinguished Sage
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Message 7 of 11

Re: Solid Orange Light on Hub - engineer can't fix

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Hopefully you mean you have completed the form at the 'contact the mods' link rather than sending a PM as mods don't respond to PMs.

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Candles78
Beginner
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Message 8 of 11

Re: Solid Orange Light on Hub - engineer can't fix

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Unfortunately I cannot see the "Contact the Mods" link in the message or PaddyB's profile

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Distinguished Sage
Distinguished Sage
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Message 9 of 11

Re: Solid Orange Light on Hub - engineer can't fix

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You need to be logged into the full rather than mobile site in order to see the link.
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Moderator
Moderator
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Message 10 of 11

Re: Solid Orange Light on Hub - engineer can't fix

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@Candles78 If you click on my username @NeilO you should be able to see this link.

 

 contact the mods.png

Community ModeratorNeilO
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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