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Tanyab
Beginner
1,390 Views
Message 1 of 7

BT Hub not connecting to broadband

My activation day was on the 13th. I had 2 emails sent to me and a text saying my broadband was ready, but the BT Hub I have connected flashes a purple light, indicating that the broadband wire is not connected when it clearly is. When I go to the BT Smart Hub Manager it says that the Broadband connection status is "Disconnected". My Sky Hub was working just fine right before the activation. I've performed every check, rewired everything, factory reset and still after over 6 hours of struggling nothing has changed. Does anyone have an idea of what this could be? Faulty hub, or has BT just not activated my broadband?
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6 REPLIES 6
Keith_Beddoe
Distinguished Sage
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Message 2 of 7

Re: BT Hub not connecting to broadband

Is your phone working?

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Tanyab
Beginner
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Message 3 of 7

Re: BT Hub not connecting to broadband

We don't have a phone but the Sky Hub was working just fine earlier.
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imjolly
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Message 4 of 7

Re: BT Hub not connecting to broadband

first priority is check you have a dial tone  if no tone then no broadband

a £5 investment on a cheap corded phone can save you callout Fee of £129.99 in the future



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Keith_Beddoe
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Message 5 of 7

Re: BT Hub not connecting to broadband


@Tanyab wrote:
We don't have a phone but the Sky Hub was working just fine earlier.

You will need to plug in a phone, to prove whether its a problem with the line itself. You can buy a cheap wired phone for less that £10.

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Tanyab
Beginner
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Message 6 of 7

Re: BT Hub not connecting to broadband

Just tried a wired phone. Works perfectly, can receive calls and call from it.
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imjolly
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Message 7 of 7

Re: BT Hub not connecting to broadband

if you have a dial tone then line ok so looks like the flashing purple there is no internet connection  you need to phone customer services and get connected/activated



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