New (replacement) Smart Hub 2 - solid orange light

[cr4ckf0x5teve]

Have tried ringing that number a few times, the consistent response is "need to wait for the Openreach engineer to assess the fault".

Think it might be time to find another ISP.... 

[Ali_A]

@cr4ckf0x5teve 

Did the Customer Service guides confirm your account is set up correctly and active? 

Just a side note to the above - The lights on the BT Hub tell you what's going on with different functions and whether there are any problems, we have a handy page What do the lights on my BT Hub mean? which has more information about this. 

Ali 

[WSH]

Which essentially boils down to...

Green light…Starting up (If it goes red, that’s a boot failure).

Flashing purple…Not connecting to the internet. A physical connection/line fault.
(Steady purple is a line fault but connected through Hybrid Connect).

Flashing orange…Authenticating, i.e. negotiating the connection to BT

Steady orange…Connected to the internet but not talking to BT, (a logical fault such as an account setting).

Blue light….normal

[cr4ckf0x5teve]

Update. 

Openreach have 'rejected' the appointment scheduled for today, I only found this out at 19.45 last night when I contacted BT for an indication of when the engineer would be arriving, quite why no-one had the sense/courtesy to advise me is beyond me.

How do I escalate this?  I've heard mention of an Executive Complaints Team - if so, do I email them, ring them, or send a carrier pigeon?

Any advice/guidance appreciated... 

[licquorice]

Email the BT CEO, against forum rules to post the address but easily found with a Google search.

[cr4ckf0x5teve]

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Openreach have eventually relented, an engineer appointment has been booked for Thursday 10th July.  If it isn't resolved on Thursday I'll escalate.

[cr4ckf0x5teve]

Openreach engineer carried out a lift and shift.  Worked for 2 days, then another major service outage.  Service is now back on, but for how long is anybody's guess.