Full fibre - Steady Orange light No connection. Bt fibre hub green

[#1]

I’m not sure how to do any of the above tbh but will certainly give it a go between comments and use of google Thank you. Just stuck with everything lighting up green on fibre box. Ie Pon & LAN. Nothing making it to the router - steady orange. In router settings just saying no connection. Beginning to drive me insane. Will definitely post up what they do to fix it if they get it fixed

[#2]

@ellie24 So, when the engineer installed your connection, did he test it before leaving - they are supposed to?

[#3]

Ellie omg same vulnerabilities at home it’s costing me a fortune to go office everyday in taxi’s and I’m only meant to work from home. They told me I’m the only customer to experience this, I knew I wouldn’t have been. Hopefully we can find someone with same issue and found solution 🤞🏼

[#4]

@Ashbash1982 I'll ask you the same question I asked @ellie24 - did the installer ensure you connection was live before leaving?

[#5]

Yeah I’ve had 3 external engineers in still install and 2 internal engineers to trouble shoot. Now senior engineer on Monday. I can only go on what they say openreach saying everything good at their side and plusnet is the issue and plusnet blaming openreach from reports. Been a frustrating week everyone in loads of calls troubleshooting still nowhere further forward. So this was my last resort to see if any other customers has a solution 🤷🏼‍♀️

[#6]

So, you still haven't really answered the question -  did the installation engineer check that you had a working connection before leaving?

[#7]

Yes as far as I’m aware. We had connection for around 8/10 minutes after he left blue lights on front of router. Then it cut off. New router installed since and engineers been in to look at that as well.

[#8]

So not sure if that connection we had was old line or fibre he still left all the wires in the router old and new. But two engineers on Thursday checked all his work.

[#9]

Thanks, so you had a connection, and something has gone wrong since. I'm not an expert by any means, but that suggests an Openreach routing issue. Someone with more knowledge could maybe explain what may have gone wrong.

[#10]

Yeah it’s a messy one - unable to understand why they don’t have a work around. Glad to find out I’m not the only customer having same issues. Will definitely post up the solution when I get it from plusnet or openreach.

[#11]

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@Ashbash1982 wrote:
So not sure if that connection we had was old line or fibre he still left all the wires in the router old and new. But two engineers on Thursday checked all his work.

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The 'wires in the router'   are the same - depends where they are plugged in.

[#12]

Have you tried a factory reset of the hub?

Use a paper lip or something similar and hold the reset button for 20 seconds.

Will put the router into setup

[#13]

If both the xDSL and WAN ports have cables plugged in, the router is likely to be utterly confused!

If you are on FTTP with green lights on the ONT remove the old xDSL cable. Then restart the router.

[#14]

I was wondering about that, @Townman , but surely the installation engineer, and the ones doing the follow-ups should have spotted such an obvious issue?

[#15]

@Ashbash1982 

Have you tried a different ethernet cable?

Brian