BT Halo 3+ installation problem

[Les-Gibson]

I notice from the picture you posted that there is no alarm, this would maybe (??) suggest that the line is OK. Are you sure that the Red tipped LAN cable is correctly plugged in at both ends (try pushing it further in) and connected into the correct port on the hub? (it will only work if plugged into port 4)

[Sarah82]

Yep, we are sure everything is where it should be. The technician checked this also. Despite BT saying that openeach would be in touch within 24 hours that hasn't happened so I've had to reach out to BT again. The amount of hours spent on this! Bit worried we're going to fall in between BT and Openreach in arguing where the issue lies!

[licquorice]

The solid orange on the router and the green ONT lights indicate that the physical circuit is all in place but the account hasn't been activated properly.

[Sarah82]

Is that a BT issue or wholesale/openreach? They are currently passing the blame. 

[DavidM]

Hi @Sarah82 and welcome to our community.

I'm sorry there are problems getting you connected. I've had a read through the thread and it looks like you've done everything possible at your side. I suspect you might have an ONT mismatch but I can check that for you. I've dropped you a private message so please reply with the details and we'll take it from there.

Cheers

David

[Sarah82 · Accepted solution]

RESOLVED! In case this helps anyone else.... BT managed to book us in with an openreach engineer this morning (not a subcontractor like the installation). He made one phonecall to DSOT, the guy at the end rebuilt our profile at their end and hey presto it works. Basically the computer was saying no. Openreach engineer says this should have been resolved at installation (by the subcontractor) who shouldn't have left until we had a connection. Thanks to everyone for your help on this! 

[NeilO]

Hi @Sarah82 Thats great, thanks for updating the thread.  I'm glad the Openreach engineer sorted this for you.

Neil