New (replacement) Smart Hub 2 - solid orange light

[cr4ckf0x5teve]

Hi

We lost service on 21st June after a local thunderstorm, major service outage in the local area.   Service wasn't restored so requested replacement Smart Hub which initially fixed the issue.  However, after 4 days we have lost all service, Hub has a solid orange light, and the hub manager states "Connection Status: No Service".

What could be causing this - another faulty Hub, external (network) fault, socket issue or something else?? 

[Michael_D · Accepted solution]

Hi @cr4ckf0x5teve 

Thanks for coming to the community.

If it did work for a few days after having the hub replaced, it would be best to speak to our tech guides. They'll be able to carry out some tests on the connection and look to pinpoint what is happening. 

If they need to, they can also arrange for an engineer.

Michael

[cr4ckf0x5teve]

Subcontractor (Qube?) engineer turned up today.

Checked the test socket and couldn't establish any broadband connection, tried a couple of different routers, and despite citing this as an external issue, tried to replace the existing Mk3 socket with an older MK2 socket and separate filter.

Openreach engineer is now booked for Tuesday (7th).  All in all, a VERY underwhelming experience. 

[licquorice]

It's not a line problem, that would cause a purple light on the hub.

It's a PPP layer problem, i.e an account problem.

[cr4ckf0x5teve]

If that's the case, who do I talk to in order to get this resolved??

I'm concerned that there may be some form of 'crosstalk' issue - my landline number was changed last year when BT switched me to digital voice, various BT systems still to refer to the old number (which is currently out of service); would this relate back to the account issue you refer to ie have I been 'switched off' in error?? 

Seems odd that the service came back on for a short period when the replacement router was installed?? 

[licquorice]

The only people you can talk to are BT customer services.

[cr4ckf0x5teve]

And they have pointed me to the Openreach engineer visit booked for Tuesday..... 

To describe this as a shambles is unfair on the word shambles. 

[chrisjp]

It does seem that an awful lot of BT's actions to resolve loss of service issues can be described as a shambles.
As Licquorice says, an orange hub light points to a problem with the account and not a line problem. Given this, why have BT arranged for an Openreach engineer to visit to investigate? It's an account problem and only BT can rectify this. They really don't seem to know what they're doing!

[cr4ckf0x5teve]

That doesn't exactly reassure me. 

What is the best number to contact "customer services" to get them to investigate this?? 

[licquorice]

0330 1234 150