Unfixable fault

[tguardi]

Hi,

I have had a nightmare with BT. 

First tried to move my account to my new address. After much going round the houses, I was told I had to set up a new account. Which I did but would not activate until the 16th. Annoying, but could deal with that.

Get sent the new box I time and the 16th comes around. Get an email to say it was all set up but didn't work. Contacted BT who did all the tests and sent an openreach engineer around on the 19th. They could not see an issue and said the problem must be with my provider. Phoned BT. No issues on their end so they booked in another openreach engineer for today (Monday 22nd). Have received a text saying that my service should be working. It isn't.

Not sure what to do if everyone says it's working when it obviously isn't. I have completed all the tests they have required. Might it be a faulty hub?

Thanks

[Madpeter]

is it a full fiber connection with something like

on the wall and a red cable going to the hub?

[tguardi]

Yes, FTTP.

[Madpeter]

do you have a PC / Laptop with a ethernet cable?
if so you could try skiping the hub and see if the connection works by directly connecting to the ont

(offsite link)
https://www.tp-link.com/uk/support/faq/921/

the PPPoE details are generic and are Username bthomehub@btbroadband.com and Password BT.
(there are some nodes that skip the password and use btinternet@btbroadband.com as the username)

if the PC connects to the internet then its a faulty hub

[tguardi]

Thanks, had a quick look but the configuration for this in Windows 11 looks totally different... Trying to work out how to do it

[tguardi]

Googled how to set it up using Windows 11 - went through the process.

It says "connection failed with error 651"

A quick Google of that said it could be all manner of issues 😕

[Madpeter]

oh well was worth a shot.

next up would be factory resetting the hub, then connecting to the admin panel and making sure its in FTTP mode

https://www.bt.com/help/broadband/getting-set-up/how-to-set-up/bt-smart-hub-2/full-fibre-mode

[tguardi]

Tried that - reset completed multiple times, full fibre mode is already toggled on

[Madpeter]

well crud thats all the simple options ruled out.
sadly this will prob need a replacement hub if the engineers already been and the ont lights are all green as shown

[tguardi]

Yeah, that's the only thing I think is left to try.

Only thing that makes me doubt it is that when I plugged it in the day before I got activated it worked - albeit at a slower speed than I was supposed to get. In the short time it was working, it had a firmware update on the 15th. Hasn't worked since and just sits on solid orange.

Openreach out twice saying nothing wrong on their end. BT saying all set up on their end. So can only be the hub I guess.