No broadband since digital voice switch

[Nodigitalvoice]

An engineer came to my elderly parents house today to do the digital voice switchover.  He said the internet would not be affected and that he’d tested the line. Since he’s left the broadband won’t work (yes, we’ve tried both restarting a resetting the hub). That also means the phone doesn’t work either. I’m furious that they’ve just been left with no phone and internet access when everything was fine before. BT were pretty useless when I called, just telling me to restart router and to wait until midnight to see if it’s fixed.

Did anyone else have broadband issues after the switch over. 

It’s infuriating that they’ve turned up and caused a problem when there was none before. They’re vulnerable customers and they basically been cut off from communications. 

[Peter_W]

Good morning @Nodigitalvoice.

Welcome to the Community, and thanks for taking the time to reach out to us about this. 

We can possibly look into getting this one escalated, but before we do, there's just a quick thing I'd like to check. 

Since the engineer came out, do you know if they switched the connection over to Full Fibre (FTTP) as part of this? 

I'd be surprised if the engineer didn't make sure everything was installed correctly, but on Full Fibre their Hub will be connected to an Openreach branded modem on the wall rather than the traditional BT socket. 

Both this and the Hub need a separate power connection, so if it's unplugged and no lights are showing, nothing with their connection will work.

You can find more details on this here:

Full Fibre (Fibre to the Home): Check your wiring and set-up | BT Help

Peter

[Nodigitalvoice]

They are already on full fibre. All the engineer did was plug the phone into the router and then make a call for things to be switched over. 
I’ve made two calls to BT which have got me nowhere. They have said OpenReach will get back within a day or two.  I want it looked into today. I’m so angry that they can just come and spend five minutes messing everything up and then so no urgency in sorting it out. These are elderly, vulnerable customers. My mum couldn’t even find a number to call anyone on, and then when we did find a number it was impossible to speak to a human - they kept sending bot texts. I had to take over to help out and try and find some support. What are people without a relative/friend there to help them supposed to do?

[WSH]

Seems strange if it just involved moving the phone plug from the wall socket to the back of the hub.  There’s not anything to break.

So, if they are already on Full Fibre, I take it they have a small box on the wall with lights on it, (an ONT or Optical Network Terminal).  I’m just trying to establish if you really mean Full Fibre or Part Fibre.

If they do have an ONT, is the cable from it to the hub plugged into the WAN port/yellow port number 4 on the hub?

When you go into the hub manager (on 192.168.1.254) is Full Fibre Mode set to “on”?

[Peter_W]

Thanks, @Nodigitalvoice .

I'm keen to see what more we can do to help with this one, so I've sent you over a private message to request some more details. 

Just as one other thing to be aware of too, if you haven't already I would definitely recommend making sure your parents have been registered as vulnerable, as listed in our guide here.

Peter

[Nodigitalvoice]

There’s no lights on the socket. I’ve tried to attach a picture. 
Full fibre is switch on on the hub manager. 

[Nodigitalvoice]

 

[WSH]

That's Part Fibre (FTTC), not Full Fibre (FTTP), so ignore my two suggestions.

[Nodigitalvoice]

Full fibre is switched on in the hub manager. Is that the issue? 

[WSH]

Shouldn't matter whether it's on or off with Part Fibre. * 

Again, it shouldn't make any difference in this situation but if you have a suitable cable you could try connecting the phone socket on the wall to the grey DSL port on the back of the hub.  (The grey DSL port is the one it's already using).  The filter at the top of the wall socket was really just to filter the old voice.  If it's faulty, using the telephone port should work.

Edit: *Although, if you have the PC connected to port 4 it wouldn't do any harm to try it on another port.