Vulnerable 86 year old left with Router flashing purple after fibre installation

[Billobob]

BT will not send an engineer to fix my 86 year old relatives broadband which is flashing purple since fibre was installed last week. They insist that their online testing shows no faults and that they cannot then “progress” to an engineer visit. I cannot be there as I live some distance away and do not have a car. I have tried to get her carers to help but they are only there for a short period daily. The BT vulnerable adult scheme seems to be unknown to most of the advisers I have spoken to. Any suggestions.

[Carlusha]

Interesting you mention fibre was installed last week. Surely OpenReach had a duty of care to check the installation functioned OK.

Here's a similar thread:

Digital/Purple-flashing-light 

Click on the solution!!!

[imjolly]

Was the internet working after the fibre installed left?

Have you tried resetting the router by pressing the reset button back?

[Billobob]

Thanks for the suggestion, I have read the discussion and while the solution may lie in these I am at the moment unable to be at the premises. As to duty of care!

The initial visit by Openreach involved two engineers who drilled a hole through the wall and installed the white box but then left. In the interim her phones had stopped working. I made a formal complaint to BT about how this 86 year vulnerable adult with cognitive disabilities had been left, It took me 6 hours on BT to discover that they decided that the fibre needed a “specialist engineer” to complete the installation but this was going to take another 4 weeks. I managed to get this expedited and an engineer came the next day and completed the installation. I then got a message from BT saying my complaint had been closed!
After this the router appeared to start flashing purple and since I cannot be at the premises I cannot comply with BTs insistence that someone is present while they go through there online checks. Stalemate!

[WSH]

The hub needs to be disconnected from the old phone socket.

There should be an ethernet lead from the box the installer put on the wall to port 4 on the back of the hub.  (This port may also be labelled “WAN”).

In the hub management page, FTTP mode should be turned on.  (This can be found under Advanced settings > Broadband.  The setting will need to be saved).

Assuming your relative was also moved to Digital Voice, the phone will need to connect to the green phone socket on the back of the hub.

Hopefully, a restart of the hub should then see it connect.

Edit: And, while I think about it, is the box attached to the wall turned on?  Are the lights on it lit?

I would have thought the engineer would have done all that.

[Alex_H]

Hi @Billobob,

Welcome to the BT Community

I am really sorry to hear the situation your elderly relative has been left in and that you have struggled to get them the help they need when you have been in touch. I would definitely try to get your relative or their carer to try the steps that have been recommended in the thread so far if at all possible.

I am going to send you a private message to get some further information to see if our team can help with the situation.

Alex

[Billobob]

Thanks for the suggestion. All done but didn’t work.

[Manatarms84]

I would definitely suggest contacting BT again and discuss options.  If there is no physical fault they quite often will ask for troubleshooting to be completed with the hope that by following some instructions they can get you back online.  If this is not possible then it is not unreasonable to progress to an engineer which technical support should sort.  If you reach a logger head then escalate the issue to their manager who I am sure will find the right way forward

[Leanne_T]

Morning @Billobob 

Thanks for coming back to us and sending some details over in a private message. 

I've replied to you this morning. 

Leanne.

[Billobob · Accepted solution]

The problem has now been solved. The router that was flashing purple was the old one which had been left in its original position powered on and was obviously flashing purple because it was not connected to the internet. As I could not be at the premises I was unaware of this but a helpful and knowledgeable carer was able to update me and is removing the old router. Some issues are easy to resolve when you are in situ and have some technical knowledge but from a distance they are very difficult. Thanks for your suggestions about this issue.