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Beginner
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Message 1 of 24

Home move, Broadband activated but no connection.

Hi everyone,

Hope you're staying positive and testing negative,

Yesterday was my activation date for home move, I have tracked my order online and it says it is activated, but alas router is still solid orange.

I have done the necessary reboots, check my connections and everything is as it should be, the only thing that doesn't seem to be working is doing a complete factory reset on the hub.

 

Has anyone got any suggestions to how it to get it working? I think an engineer maybe needed.

 

Thanks for any help

 

Dave 

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Message 2 of 24

Re: Home move, Broadband activated but no connection.

@davidwindle9 

Is your phone line working, can you get dial tone?

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Beginner
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Message 3 of 24

Re: Home move, Broadband activated but no connection.

Hi Keith,

The phone line is working fine. 

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Message 4 of 24

Re: Home move, Broadband activated but no connection.


@davidwindle9 wrote:

Hi Keith,

The phone line is working fine. 


What does your master phone socket look like? Have you checked that the phone number is connect, and matches the number expected, you can dial 17070 to check?

 

Keith_Beddoe_0-1577035081757.jpegKeith_Beddoe_1-1577035100602.jpeg

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Beginner
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Message 5 of 24

Re: Home move, Broadband activated but no connection.

It looks like no.6 and yes checked phone number and line test is all good and clear. 

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Message 6 of 24

Re: Home move, Broadband activated but no connection.


@davidwindle9 wrote:

It looks like no.6 and yes checked phone number and line test is all good and clear. 


And you have the home hub plugged directly into the top socket, and the phone in the bottom?

Sorry to ask, but some people make the mistake of plugging the home hub into the bottom socket, via a microfilter, which of course will not work.

 

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Beginner
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Message 7 of 24

Re: Home move, Broadband activated but no connection.

Correct home hub top phone bottom. 

 

Everytime I disconnect the ADSL cable it starts flashing purple. 

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Message 8 of 24

Re: Home move, Broadband activated but no connection.


@davidwindle9 wrote:

Correct home hub top phone bottom. 

 

Everytime I disconnect the ADSL cable it starts flashing purple. 


It does sound like a faulty home hub, especially if you have pressed the recessed factory reset button.

Which BT home hub do you have, and which BT broadband service did you order?

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Beginner
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Message 9 of 24

Re: Home move, Broadband activated but no connection.

I've got the latest smart hub 2, I also have a complete WiFi disc that I haven't set up yet. 

 

I got downgraded to fibre 1 as 2 wasn't available at the new house.

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Message 10 of 24

Re: Home move, Broadband activated but no connection.


@davidwindle9 wrote:

I've got the latest smart hub 2, I also have a complete WiFi disc that I haven't set up yet. 

 

I got downgraded to fibre 1 as 2 wasn't available at the new house.


It may be worth checking to see what the expected speed range should be, especially if you are a long distance from the cabinet.

Can you please enter your phone number it this checker, and show the results. Please remove your number before posting.

https://www.broadbandchecker.btwholesale.com/#/ADSL

 

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