BT Halo 3+ installation problem

[Sarah82]

Openreach installed full fibre on Wednesday, upgrading us. We still have no connection 4 days later.  The engineer says the connection into the house is fine, BT say our account has been updated and is set on full fibre. They even sent another smart hub but that hasn't resolved the issue. We have a technician booked for Monday. Has anyone experienced this and what was the issue?

[Keith_Beddoe]

@Sarah82 

Welcome to this user forum for BT Retail phone and broadband customers.

Has BT said that your broadband service has now been activated?

I suspect that you will have to wait until Monday, if BT say that they cannot see any fault on the service.

What colour are the lights on the BT Smart Hub 2?

[imjolly]

did you ensure the setting for FTTP in hub advanced settings is set to on and cable from ONT is connected to port 4 on SH2

[Sarah82]

Thanks.

FTTP is on on advanced settings. 

There is only one Ethernet  port and we have plugged in the red end cat 6 cable there. And connected to WAN port on SH2 router.

[Sarah82]

Thanks. BT have confirmed the service is active. Colour is solid orange on SH2.

I think you are right about waiting - am very intrigued though as to what the issue is! 

[Sarah82]

Day 6 update. Technican from BT came round and advised not a setup problem, likely an openreach issue. So been referred back to openreach. Feel like we are going round in circles!

[Les-Gibson]

Check the LED's on the ONT (the white box that the hub is cabled to)

LOS should be out with not a single flicker

PON should be illuminated with not a single flicker

[Sarah82]

Thanks. PON is solid yellow. There is no LOS?

[Les-Gibson]

There are different versions of the ONT but as far as I'm aware they all have a LOS indicator.

Yellow doesn't sound right at all, I would expect PON to be green.

Check here and see which ONT is yours.

What do the lights on the Openreach modem mean? | BT Help

[Sarah82]

 Maybe green rather than yellow (my eyes!) But no LOS?