My fibre connection is down
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- Re: My fibre connection is down
04-01-2018 2:45 PM
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Is there anything going on at my exchange? My fibre connection has gone down at home - the light on the homehub is orange and the 'b' symbol is flashing red.
Have tried logging into the HubOne and checking the connection, no luck.
Have also done a hard reset by holding the reset switch down but its not coming back online.
Could someone in the CS team take a look for me please?
Thanks
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Fixed! Go to the fix.
Re: My fibre connection is down
04-01-2018 2:51 PM
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Hey @jaread83 I hope you're not expecting favours here!
Re: My fibre connection is down
04-01-2018 2:53 PM
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Re: My fibre connection is down
04-01-2018 3:14 PM
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Our tests are picking up a fault on the Openreach network which I've raised now.
Fingers crossed it's a quick fix but we should know more within 24-72 hours.
I've created a fault ticket on your account to my teams workflow, so I'll follow up on Tuesday at the latest.
Re: My fibre connection is down
04-01-2018 3:16 PM
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Re: My fibre connection is down
08-01-2018 2:16 PM
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So on Sunday, new engineer has a look and disputes what was said by the last engineer, tested my line and it has a dial tone and detects the speed of my line. Okay, that sounds good but my internet still isn't working and the HubOne is flashing orange with a red broadband light. Engineer said that he will reset my line at the cabinet and it should come back on... if not I needed to call tech support. He never returned to check. So now there is yet another appointment booked for Thursday where another BT engineer is going to check the wiring within my property and the street.
@Gandalf, I have acquired a secondary router, micro filter and telephone cable from the office. I really don't want to incur a charge if they find that one of my wires is faulty. If I find that replacing one of the wires going to my router fixes the issue (or the router itself), is it possible to cancel the appointment ASAP so they don't charge me £65 for something I could have fixed myself (cable, microfilter or router replacement)? I am going to try it out tonight and will report back if there are any issues.
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08-01-2018 2:43 PM
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I'm sorry that two engineers haven't managed to fix the issue.
Yeah we should be able to cancel the visit if we know by tomorrow.
If your new equipment doesn't help and assuming you've tried the test socket it's probably best to leave the engineer appointment booked in as from what I can see we've got a SFI (Special Faults Investigation) visit arranged.
Re: My fibre connection is down
09-01-2018 9:06 AM
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I tried looking at the test socket but once you take the faceplate off there isn't another port.. just an opaque cover on the left that can't be removed.
I guess its best to let the BT engineer sort it out. I hope they don't charge me! This was working fine up until a BT engineer was doing a new provide to another house on my street!
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Re: My fibre connection is down
09-01-2018 10:57 AM
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Re: My fibre connection is down
on 09-01-2018 10:49 PM - last edited on 10-01-2018 9:37 AM by Mav
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This thread has already been marked as fixed.
Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.
Re: My fibre connection is down
10-01-2018 7:10 AM
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Re: My fibre connection is down
10-01-2018 9:15 AM
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@Gandalf, I tried plugging into the master socket behind the faceplate but still no luck I'm afraid.
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Re: My fibre connection is down
10-01-2018 11:38 AM
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I've taken the liberty to remove the fix as, well, it ain't fixed yet
Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still
Re: My fibre connection is down
10-01-2018 12:24 PM
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Re: My fibre connection is down
10-01-2018 12:57 PM
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