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ST_BRO
Beginner
2,086 Views
Message 1 of 9

New customer, purple light on router, no internet, engineer visit being arranged...

My activation date was yesterday. I got a text confirming everything was activated before 10am yesterday.

Got home, eager to plug in my router and have since been left with a purple flashing light. (I even waited beyond midnight, rebooted the router a couple of times, each to no avail.)

I've got no internet connection and even with an Ethernet cable plugged into the router and my home laptop, I get taken to either my router management page or the BT Wholesale page.

Reading other forum posts it's quite clear to me that an engineer visit back to the cabinet is probably in order, or perhaps a configuration setting BT Wholesale need to do their end? But after a few phone calls to 1st line technical support last night, I've finally got an engineer visit to my home address scheduled for Thursday. (I was unavailable Wednesday due to work, but they said it was too short notice to arrange anything today given it was 10pm last night when I was talking to them.)

If it is just a config issue that BT Wholesale can rectify remotely, why have they not been notified already? This would save the engineer's time visiting my home, save me time having to take time off work and save BT retail £ in compensation against my account for the days I've not had any internet. Even if this isn't fixable by BT Wholesale, surely it's the cheapest option to rule out first?

Are there any moderators on here that have the means to check if this is resolvable remotely before Thursday?

Thank you.

Jason

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8 REPLIES 8
Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 2 of 9

Re: New customer, purple light on router, no internet, engineer visit being arranged...

@ST_BRO 

Is your phone working, can you get dial tone?

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ST_BRO
Beginner
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Message 3 of 9

Re: New customer, purple light on router, no internet, engineer visit being arranged...

Hi,

Yes I borrowed a land-line phone and plugged it in and dialled my mobile. The number that rang my mobile was that confirmed to me as my new land-line number in the activation notifications.
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Keith_Beddoe
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Message 4 of 9

Re: New customer, purple light on router, no internet, engineer visit being arranged...

So what you are seeing is the BT Wholesale holding page, is that correct?

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ST_BRO
Beginner
2,041 Views
Message 5 of 9

Re: New customer, purple light on router, no internet, engineer visit being arranged...

Yes, exactly that

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Keith_Beddoe
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Message 6 of 9

Re: New customer, purple light on router, no internet, engineer visit being arranged...


@ST_BRO wrote:

Yes, exactly that


An engineer visit is unlikely to help, unless you have been connected to the wrong port in the cabinet. Certainly a visit to your house would be a waste of time.

It could be configuration issue where the configuration has not been uploaded to the port.

Just for reference, which BT Home hub are you using?

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.

ST_BRO
Beginner
2,021 Views
Message 7 of 9

Re: New customer, purple light on router, no internet, engineer visit being arranged...

Thank you and thanks for agreeing with me that an engineer visit is unlikely to help!

It's a smart hub, that's all I know it as. Its not the smart hub 2 or the upgraded one, just the regular smart hub. 

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DavidM
Moderator
Moderator
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Message 8 of 9

Re: New customer, purple light on router, no internet, engineer visit being arranged...

Welcome and thanks for posting @ST_BRO. I'll be happy to take a look at this for you. I've sent you a Private message explaining how you can contact the forum moderation team. Check here: https://community.bt.com/t5/notes/privatenotespage. Just drop me over a reply with the details and we’ll check it out. Thanks @Keith_Beddoe for raising.

Cheers

David

ST_BRO
Beginner
1,982 Views
Message 9 of 9

Re: New customer, purple light on router, no internet, engineer visit being arranged...

Thanks David, I've sent you the details you've requested. Hopefully it can be resolved before the engineer visit to save everyone's time.
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