topic Re: Broadband not working in Broadband

Broadband not working

samx20x — Thu, 19 May 2022 20:12:12 GMT

My broadband is not working and there are no service issues in my area

Re: Broadband not working

jab1 — Thu, 19 May 2022 20:17:32 GMT

@samx20x Are you really on ADSL broadband? In what way is it 'not working'?

Re: Broadband not working

samx20x — Thu, 19 May 2022 20:19:05 GMT

I think I've posted in the wrong forum I'm fibre. Sorry

Re: Broadband not working

jab1 — Thu, 19 May 2022 20:23:55 GMT

OK - I'm still mystified by what you mean by 'not working', but try and follow the below text - it may give other Community members a chance to suggest the next step(s)

For Community members to be able to help, information from these two sites, as screenshots:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If phone test is OK then take the front off your telephone master socket, you may need to remove two screws. In behind you will find the test socket. Plug a filter in here and connect that to your hub. If it’s still dropping out then report a fault at https://faults.plus.net.

Re: Broadband not working

Mustrum — Thu, 19 May 2022 20:25:44 GMT

Your post will get moved, don't worry about that, and individual line issues will not show up in service issues.

So how about some basic info, is your phone line working, which router and what lights, have you reported a fault?

PS, ah @jab1 beat me to it!

Re: Broadband not working

samx20x — Thu, 19 May 2022 20:25:53 GMT

My hub is flashing orange then green then orange. Internet is not working

Re: Broadband not working

jab1 — Thu, 19 May 2022 20:26:03 GMT

@Mustrum See my post above. 😁

Re: Broadband not working

samx20x — Thu, 19 May 2022 20:28:02 GMT

I dont use the phone line so I wouldn't know if I can make calls. I should have a blue light but I'm getting a blue light for about 10 seconds then flashing orange and green.

Re: Broadband not working

Mustrum — Thu, 19 May 2022 20:28:05 GMT

@jab1 and my PS 😀

Good luck on this one 😎

Re: Broadband not working

Baldrick1 — Thu, 19 May 2022 20:30:12 GMT

Moderators Note

This topic has been moved from ADSL Broadband to Fibre

Re: Broadband not working

jab1 — Thu, 19 May 2022 20:34:41 GMT

@samx20x wrote:
I dont use the phone line so I wouldn't know if I can make calls. I should have a blue light but I'm getting a blue light for about 10 seconds then flashing orange and green.

Try following my post earlier. A basic phone is an essential tool for fault-finding on an ADSL/FTTC connection

Re: Broadband not working

samx20x — Thu, 19 May 2022 20:38:34 GMT

I have reported it and its come back with a fault on my line. Thank you

Re: Broadband not working

adamwalker — Fri, 20 May 2022 15:14:10 GMT

Hi there, I've just checked and can see we've had an update back from our suppliers asking us to arrange an engineer visit with you. I've added an update to the ticket here for you: https://www.plus.net/wizard/?p=view_question&id=224593197

Please have a look when you can and let us know back on here when you've responded.