Solid Orange Light on Smart Hub2 Pon light green

[RobCook1987]

Hello,

Myself and a neighbour both have the same issue.

All checks have been done e.g. Cat5 cable, new router, factory reset etc.

I am an openreach engineer so have already checked light is being received at the ONT and is within spec.

I have read on the community that the DCoE have fixed a similar issue previously by rebuilding the FTTP service remotely to resolve a configuration issue.

I am due an engineer this morning but believe it will be unnecessary as there is no issue in the network.

Can anyone help with this or provide a number for the DCoE? 

[Debbie_G]

Hi @RobCook1987.

Thanks for coming to the community.

If the engineer managed to get things sorted yesterday, that’s great.

If the hub is still showing a solid orange light even though the ONT looks fine, please give our team a call so they can investigate further and help get this sorted for you.

Debbie

[RobCook1987]

The Engineer didn't attend and there was no explanation why.

I still have an orange light on the router.

Luckily I work for Openreach and have contacts who have advised it's an issue with the Adtran equipment in the local exchange effecting 8100 customers in the area.

The way the 100gb adtran equipment is set up provides 4 other headends (service providers)  like a daisy chain. 

The adtran equipment is flapping over 21000 times in 24 hours. Incredibly this doesnt warrant a MSO as its intermittent.

There is no immediate fix and some customers are down and others have intermittent connection.

It's very poor show that there is no resilience in place by service providers or Openreach to ensure customers remain connected when issues arise.

I will update this feed with the duration it takes to get issues like this resolved. Customers are powerless to get any information from service providers or openreach. 

[Debbie_G]

Thanks for getting back to me, @RobCook1987.

I’m sorry to hear the engineer didn’t attend, and things are still the same. If there’s a wider issue affecting the area, the best thing to do is get in touch with our customer support team so they can make sure your fault is logged and keep you updated. They'll also be able to look into why the engineer didn't visit.

Debbie

[pippincp]

@RobCook1987  Don't forget, if you report and get the problem logged you should qualify for compensation.

Get your neighbouur to log the complaint as well.

[RobCook1987]

After discussions with the DCoE and their second line support it has been established that a bulk order was mistakenly placed by the CP switching 150 customers from dual mode to single mode accidentally.

There is nothing Openreach can do to resolve this issue and its' the responsibility of the CP.

The solution for the CP is that they have to re issue all  these orders to revert them back.

Apparently the CP  are working through this to resolve the mistake but no timescale was given.

My FTTP has been down since 03/02/2026 and has taken 5 days for me to establish what the issue is. 

Can someone look into this? What team can you speak to in BT to expediate and sort this issue?

I can provide all the details required.

BT Technical Support can't help and will just try sending another Openreach Engineer.

[pddco]

@RobCook1987  Sorry but I can’t answer your questions. But trying to follow your thread and understand what’s going. What is DCoE? It’s a TLA I’ve not heard of. And the Comms Provider switching dual mode to single mode.. What’s happing there? Thanks.

[Steve_M]

Hi @RobCook1987 

Looks like there is a lot of non-related things going on there with faulty Openreach equipment and VLAN move orders. 

I can take a look from BT side. I’ll drop you a teams message. 

Steve

[iniltous]

DCoE , Diagnostic Centre of Excellence 

[RobCook1987]

The DCo(Diagnostic Centre of Excellence) is the Openreach team which deal with provision or fault issues relating to FTTP.

They rebuilt the circuit which didn't resolve the orange light (no Internet issue) 

I was passed on to the second line team who checked the Adtran headend and network for any issues.

The 2nd line technical support advised that this was a known issue where a mass order was placed by the my service provider incorrectly.

It has changed multiple customer services from single mode to dual mode which has therefore caused this issue of no Internet. (My knowledge of this issue is limited) 

This is a very frustrating issue as there is no one i can talk to to try and rectify this issue in BT.

My neighbour is having the same issue and atheist 150 customers have thr same issue.