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Message 1 of 17

Broadband connection status is 'Connected' but constantly redirected to Service Information screen

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Hi, I have been trying to setup my new SmartHub and the TV alongside it but have been struggling and nobody on the phone has been able to help.

My router is displaying the blue light and my status on the Smart Hub Manager is that I'm connected but every time I try and actually load a website I am taken to the 'Service Information' screen and can't proceed.

This is happening with every device I connect and also happened when connecting via an ethernet cable instead of WiFi.

Any ideas anyone?
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Message 2 of 17

Re: Broadband connection status is 'Connected' but constantly redirected to Service Information scre

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Welcome to this user forum.

Is this what you are seeing? I assume this is a new connection?

 

SERVICE INFORMATION

 
You have been connected to this page due to one of the following reasons. You must now shut down your internet browser and internet applications before attempting to reconnect. This may clear the issue immediately, if not then please select the appropriate action from list below.

 

  1. Your service provider is currently unable to accept your connection request, please wait and reattempt later or contact your service provider for more information.
    Or
  2. You have attempted to access an invalid Service Provider domain, check your user details.
    Or
  3. You are testing your connection using bt_test_user@startup_domain. Please proceed to next step as advised by your Service Provider
    Or
  4. You are testing your connection to your service provider using bt_test_user@domain. where "domain" is your Service Provider domain name. Please proceed to next step as advised by your Service Provider.
    Or
  5. The access circuit to your Service Provider is currently down. Your service should be resumed soon. Please try again later or contact your Service Provider

    Page maintained by BTWholesale
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Message 3 of 17

Re: Broadband connection status is 'Connected' but constantly redirected to Service Information scre

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Yeah, that's what I'm seeing.

It's a new connection but I had previously had a Sky broadband account running ok via the same plug socket. The Sky stopped working (correctly) yesterday when my BT services were due to start but I've not had connection since.
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Message 4 of 17

Re: Broadband connection status is 'Connected' but constantly redirected to Service Information scre

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@Antpocalypsenow wrote:
Yeah, that's what I'm seeing.

It's a new connection but I had previously had a Sky broadband account running ok via the same plug socket. The Sky stopped working (correctly) yesterday when my BT services were due to start but I've not had connection since.

Have you had a message to say your service has been activated, as it appears that the port in the cabinet has not been configured yet?

It can take 24 hours for any change over.

 

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Message 5 of 17

Re: Broadband connection status is 'Connected' but constantly redirected to Service Information scre

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Yeah, I received a text and email yesterday afternoon saying my services were ready and both people I spoke to on the phone were baffled as I was showing as being connected on their end.

I've tried resetting the router, factory resetting and turning off 'Smart Setup' but no luck. Not sure what the port in the cabinet not being configured means though I'm afraid?

Thanks for taking the time to reply by the way, much appreciated.
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Message 6 of 17

Re: Broadband connection status is 'Connected' but constantly redirected to Service Information scre

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Your new BT Retail service would be connected to a new port in the cabinet, which should be configured to connect you to BT Broadband.

The configuration may have failed. Before I escalate this to a BT moderator, please can you check that your phone number is correct, by dialling 17070, and checking that the number matches your number. Thanks.

 

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Message 7 of 17

Re: Broadband connection status is 'Connected' but constantly redirected to Service Information scre

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I don't have a landline handset I'm afraid...
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Message 8 of 17

Re: Broadband connection status is 'Connected' but constantly redirected to Service Information scre

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@Antpocalypsenow wrote:
I don't have a landline handset I'm afraid...

Then can you please get hold of a cheap phone, or borrow one, as its possible you may have a crossed line. A cheap wired phone costs about £6.

There are two things that can cause the message you are seeing. One is a configuration error, and the other is an external network connection error, where you have been connected to the wrong pair of wires.

Depending on which one it is, determines where the fault report needs to go to.

If you can do that number check please, and report back on this thread.

Meanwhile I will ask for one of the BT team to help, they should post on here tomorrow.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Message 9 of 17

Re: Broadband connection status is 'Connected' but constantly redirected to Service Information scre

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Thanks very much for your help. I'll try to get hold of a handset tomorrow.
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Message 10 of 17

Re: Broadband connection status is 'Connected' but constantly redirected to Service Information scre

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@Antpocalypsenow

Do you have any update on this, is your connection still not working?

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