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walkman109
Newbie
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Message 1 of 4

BT engineer tested lines are fine, but no connection from Hub

Hi all, 

I moved in to a newly-built flat and ordered a standard BT broadband service, but it’s never worked since the very beginning. BT Customer Care said my service has been activated (but no connection detected), BT engineer came three times and tested lines were all fine – they could see the internet connection from their testing equipment plugged into my mastersocket, but somehow my Hub4 is always showing a solid orange power light and flashing a red broadband icon (occasionally just flashing orange power light without broadband icon), even we tried other two Hub4s, they were still showing the same lightings without connection. Now it seems BT tech/fault team has no solution and doesn’t know what to do now. Anyone has similar situation or any suggestions? Thanks!

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Distinguished Sage
Distinguished Sage
257 Views
Message 2 of 4

Re: BT engineer tested lines are fine, but no connection from Hub

Are you sure it is standard broadband (ADSL) you have and not Infinity (VDSL)? The HH4 doesn't work on VDSL. If standard broadband, insist engineer comes back and resolves the problem, if Infinity get customer services to send newer hub.

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walkman109
Newbie
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Message 3 of 4

Re: BT engineer tested lines are fine, but no connection from Hub

Hi, thanks for the comment! I ordered 17Mb standard broadband service, not Infinit. Although the BT engineer told me the building has fibre built-in, he also said that fibre line should have worked with standard broadband service. Is that right?

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Distinguished Sage
Distinguished Sage
242 Views
Message 4 of 4

Re: BT engineer tested lines are fine, but no connection from Hub

I have no idea what he meant by either of those statements.

 

Can you post the results from the DSL checker (obscure your phone number before posting screenshot) https://www.dslchecker.bt.com/

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