No broadband light on hub, nearly 3 weeks...

I have arrived at this forum as it seems to be the only place BT problems are resolved and I'm at the end of my patience. My broadband activation date was 16th April 2013 and as yet the broadband light has remained off. I've wasted time and money trying to get through to the correct department, been cut off without explanation and been promised call-backs that haven't happened. After finally getting through all the technical checks the latest prognosis is that there is a local area connection fault and the earliest an engineer can come and look at it is 17th May. A full month later.
I find all this a bit bewildering since BT broadband on the very same phone line was working perfectly only about a month ago (I have taken over the phone line from a previous tenant).
I have easily spent £50 on phone top-ups and dongle bills trying to get this sorted and to top everything off, BT has had the cheek to bill me for my first month of non-existent service.
Any help from anyone would be very welcome.
Karen

Hi
I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

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BT SPORT Broadband problems moving Hub near TV

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Update: Gets worse!
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Home hub 3 broadband light flashing orange & purpl...

Hi,
Broadband has stopped working with a flashing orange & purple broadband light (7 days and counting)
Have phoned bt but they failed to resolve the issue over phone - resetting, power off/on etc. Tried 4 different branded adsl filters, alternative router but still no connection. Only 1 main socket, no extensions connected, doesn't have a test facility(older style socket). Tried 17070 quiet line test - sounds clear. Phone line test reports zero faults.
Details from home hub 3 Broadband > connection tab
Line state: Connected
Data Transmitted/Received (GB): 0.0 / 0.0
Downstream: 7.938 Mbps
Upstream: 448 Kbps
ADSL Settings VPI/VCI: 0/38
Type: PPPoA Modulation: G.992.1 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 16.7 dB / 26.0 dB
Line attenuation (Down/Up): 10.8 dB / 5.0 dB
Output power (Down/Up): 17.9 dBm / 12.4 dBm
FEC Events (Down/Up): 10905 / 0
CRC Events (Down/Up): 11 / 0
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
HEC Events (Down/Up): 31 / 0
Error Seconds (Local/Remote): 121 / 3
Broadband > Internet tab
Connection time: Connecting
I suspect the issue is at the exchange, has bt disconnected me and plugged someone else in? Any thoughts welcome.

you appear to have tried everything suggested by BT for purple/orange flashing constantly and not solved the problem. the help pages then say if that has failed then contact technical support but I would contact the forum mods instead for help
contact mods
can take up to 3 working days for mods to contact you
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Yellow broadband light then no internet

Hi there. Can someone please help me. For the last couple of weeks the yellow broadband light will come on on my home hub, then on my laptop it will disconnect me off the internet with the computer screen saying the yellow light is on unable to connect. It seems to happen the same time on the evening whenever we are on the computer and if this doesnt happen it seems that the internet will run slow for a short period of time then the speeds will return to normal.
When the yellow light sign comes up on our computer screen we have to close the page then open the internet again and then it seems to be working again.
I read somewhere about the 10 training period what is this? When did it start? How long does it go on for? and come this be what the problem is?
I am on the old home hub been with bt broadband a year and a half, it comes off the asdl. I am not able to have bt infinity yet. Can somebody please help its driving us crazy. I reset everything, checked connections and its still the same.

10 training period starts from when you are activated with BT and runs for 10 days, If you could post your hubs stats and BT speed test results, we might be able to offer help. However if you are in this 10 days, its very unlikely BT will want to know until this period has passed!
To
post the full stats from your router
For homehub - 192.168.1.254
Navigate to ADSL Settings or use the A-Z at the top right
Click on More Details and then post the results.
Run Bt speed tester and post the results from http://speedtester.bt.com/
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Broadband light blue, can get connection between d...

ADDED ADSL SETTINGS TO END OF THIS EMAIL
Please Help - getting desperate !!!
I have a BT Home Hub 3 and use wireless connectivity to communicate to the following devices -
MacBook Pro
Windows Laptop (used rarely)
iPad
Wireless printer
I intermittently experience a problem where, although my broadband light on the Home Hub was blue and I could get connection from my laptop/ipad to the Home Hub (i.e. on the MAC I can see the BT Home Hub on my Airport indicator and its a bona-fidae connection), there was no internet connectivity. This was an intermittent problem - some days I could surf fine, other days I couldn't get any internet connectivity. Also it is device agnostic - i.e. when the problem occurs it effects all my devices, when it is not evident all my devices work.
I went through the customer support helpline in september and the intermittent problem could not be solved. An engineer came out and replaced my Home Hub in September and things seemed to improve until December when the problem re-occurred and I was sent another new home Hub 3. This didn't solve the issue and at present I would say that 2 to 3 days a week I (randomly) get no internet connectivity.
Throughout the course of investigations several things have been tried with the customer support folks - these include -
Line checks - these confirmed broadband connectivity to the house was mostly fine
frequent resetting of the Home Hub
re-configuration of the Home Hub <-> device channel number. This was done several times and with different 'departments' in BT Support - e.g. once I got connected through to the 'MAC OS' folks who recommended use of channels 5,7 for Macs.
repositioning my devices to make them closer to the Home Hub (no difference as the home hub is very close to where I work in the house anyway)
switching on/off my Plasma TV!! (no difference)
on occasion these things have brought internet connectivity back on-line, but the intermittent problem invariably comes back.
This has become a real pain and its becoming impossible to do any planned work from my home office - any assistance greatly appreciated
ADSL SETTINGS AT the moment ---
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
0 days, 01:10:50
Downstream:
7.813 Mbps
Upstream:
448 Kbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
6.4 dB / 29.0 dB
Line attenuation (Down/Up):
35.0 dB / 19.0 dB
Output power (Down/Up):
19.9 dBm / 12.7 dBm
FEC Events (Down/Up):
38825 / 0
CRC Events (Down/Up):
3 / 1

liammcquillan33 wrote:
Hi -
not sure why you have moved this into 'Wireless' - I'm not sure its a wireless problem. Can you move it back
You said
"I have a BT Home Hub 3 and use wireless connectivity to communicate to the following devices -"
There is nothing wrong with your ADSL connection statistics.
Try connecting to the home hub using an Ethernet cable to your computer.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Loss of connection with Broadband from modem/hub.

Hi guys,
Just had BT Infinity installed last Friday and within an hour of the engineer leaving, the blue broadband light on the HH3 turned to Red. After going through all the troubleshooting you get from the page that displays when you try and access the Internet, I couldn't find anything wrong, tried restarting the HH3 and turning it off and on again with no resolution.
I then decided to power off the white openreach modem even though the DSL light was still lit and green and hey presto, after this restarted and I restarted the hub again, it came back on.
The problem is that since then, I am losing the connection in exactly the same way every few hours. Sometimes in the space of a few minutes and this is highly frustrating when the hub is downstairs and my PC is upstairs and I have to keep going up and down to reset it. Using Hub manager to restart the hub has no effect as I need to restart the modem as well.
The engineer did say that the speed will go up and down over the next 10 days and you may lose connection for a few minutes but the connection never comes back on again. Yesterday morning I noticed it had disconnected so left it all day while at work and still no connection when I came home.
Now being a Windows Network administrator, it seems to me that there is an issue with the hardware somewhere and I would think that the issue would be with the modem as this has to be restarted in order for the connection to come back on again.
Has anyone else had this same issue? I had the old BT Home hub before on regular broadband and had no issues whatsover. A colleague of mine said his father had the same issue and they had to replace his modem and hub because the engineer told him the hardware is rubbish and it kept burning out.
I don't want to have to spend more money getting a decent router, why should I? BT should provide hardware that works and is of good quality.
Can anyone else comment on this or can any mods get involved please? I'm starting to regret getting this after only 5 days!
Many thanks
John
Solved!
Go to Solution.

Hi John,
I've been going through exactly the same thing as you for the last 2-3 months. My first few weeks on Infinity were fine actually, then Homehub started dropping connection to the broadband a few times a day, now it's every 10-15 minutes. It's been ongoing for a couple of months now and last week I received a replacement Homehub after contacting one of the mods here. No change, in fact if anything it's worse. It's entirely useless to me to be honest, I can't watch anything online, play any games online and to work from home I have to use a 3G dongle (it's slow, but at least it stays on for longer than 15 minute intervals).
Anyway, needless-to-say my BT Infinity experience has been terrible so far. I've seen a few posts on here from people who have had what has sounded like a similar problem and they have swapped out the Homehub for a 3rd party router and have found it to solve the problem completely. It's something I have considered, but until BT actually admit to me that the cause of the problem is their crappy hardware then I'm not going to risk spending the money.
The mod that contacted me did mention that if the replacement hub doesn't fix the problem (it hasn't) then it might be an issue with the PPP session/RAS server and that he'd report the fault to BT Wholesale for me if that is the case. I e-mailed him this morning asking him to do so.
Good luck!

Still no broadband light

My line was fitted on the 1st april and my activation date was 31st march. When the engineer installed the line i had no broadband light on the hub so i rang bt and they said the activation date was wrong and it was actually the 1st of aprill so i waited untill the 2nd and still no light, so i rang again and i was told i will now have to wait untill midnight 4th aprill. So i waited and still no broadband rang again and told me wait untill 6th aprill and guess what still no broadband. I have rang twice today and the guy said he would test my line and call me back and twice he never bothered to call back.
I am starting to get a bit angry now all i want is what im paying for it just seems like i will never see that broadband light come on.
What should i do?

just in case nobody calls you back I would contact mods for help http://bt.custhelp.com/app/contact_email/c/4951
if you get a call then you can always cancel mod help
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Broadband light is off

The broadband light is off. It has been 24 hours since the landline and hub were set up however it is not coming on. Please advise.
Solved!
Go to Solution.

Hi Andrey7777,
Sorry to hear about the problem you are facing,
If the broadband light is off, then that suggests that the line has a fault and is not allowing a broadband connection.
This link provides some useful information from CL Keith Beddoe:
http://forumhelp.dyndns.info/speed/adslmenu.html
All I can suggest is that checking the ADSL cable is plugged into the back of the hub and ensuring all sockets have microfilters.
This link also provides some useful info about what all the lights on the hub mean:
http://bt.custhelp.com/app/answers/detail/a_id/11397/~/what-do-the-lights-on-my-bt-home-hub-2.0-mean...
Are you connected to the test socket/master socket?
hope this all helps and makes sense,
Best Wishes,
Dominic.

Gree DSL light/Orange Hub light

Hi,
I have had an orange broadband light on my homehub and a green dsl light on my openreach modem for about 3 weeks now. BT seem unable to fix ti, or tell me when they will fix it.
What could be causing the above combination of lights?
What does a green DSL light on the openreach modem actually mean?
Thanks
Ben

bmastevens wrote:
Hi,
I have had an orange broadband light on my homehub and a green dsl light on my openreach modem for about 3 weeks now. BT seem unable to fix ti, or tell me when they will fix it.
What could be causing the above combination of lights?
What does a green DSL light on the openreach modem actually mean?
Thanks
Ben
Did you contact the mods as suggested in your main problem in your other post.
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Constant Red Broadband Light

I have a problem with my broadband.
On the 15th October I rang BT and requested my connection to be
transferred to my new property on the 28th October. I then received an
email stating that connection would be made on the 5th November.
I then rang BT again stating that this date was incorrect and the
changeover date should be the 28th October and immediately received an
email confirming this new date.
On the 28th I moved into the new property and the broadband was
working fine. The 5th of November arrived and the broadband stopped
working (going from a blue power light, a blue broadband light and a
blue wireless light to blue power, red broadband & blue wireless).
Since the 5th I have had 3 engineers come to my property, all of
which have found no faults at the property (including the router) and
almost daily calls from India but I still have no connection.
I would appreciate your help immensely! Any thoughts?
Solved!
Go to Solution.

Hi TerryTeo,
Thanks for the post and welcome to the forum.
A red broadband light usually indicates a problem with authentication. Can I get you to check what details you are using within the hub manager?
Open a web-browser and type http://api.home or http://192.168.1.254 in the address bar and then click Go, or press Enter.
Click Settings
Enter Hub password and click OK
Click Advanced Settings
Click Broadband
Click Internet
Under the 'broadband username' section make sure that the username you are using is [email protected]
Please check this and then get back to us to let us know where we stand with this.
Cheers
Sean
BTCare Community Manager
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Broadband Lights Shows Working, Wifi Light Shows W...

Hi,
We have been having problems with our internet connection for 6 months. Wasted several hours on the phone to BT's India Call centre doing various lengthy tests, checks, uninstalls and reinstalls and I wonder if anyone can help please.
Problem:
The broadband light 95% of the time shows as working as does the WIFI even when the actual service to the computers themselves stops. The wifi just doesn't work now and gradually got worse over the last 6 months (and it's not a particular PC as we have confirmed this on 3 different computers and have the same issue). Sometimes the wifi connection pops up as connected and that lasts all of about a minute before it drops again. When it does pop pop up it shows as local only/limited access - something like that. The network just doesn't get recognised even though it has been setup as our network.
Even when the ethernet cable is connected to any of the 3 computers, the service is intermittent (and we have also changed routers recently and the issues happens with both routers) and during this time the broadband light 95% of the time shows as working. When it stops connecting you get the cannot connect to server on the web page, I check the light and it shows as blue, I cannot even get onto the BT Home Hub website at that point.
Btw the phone line has worked throughout this mess.
I would be very grateful if anyone out there can help.
Best wishes,
Reena.

Hi Renee,
Thanks for the post and welcome to the forum.
I think for the wireless issue you are experiencing I would suggest changing the wireless channel on your router. Here are two links that will give you a bit more info,
My wireless connection keeps dropping
How do I change the wireless channel on my BT Home Hub?
If your connection is dropping while plugged in via ethernet then that is a bit more tricky. Take a look at this link and follow the advise here,
My broadband connection keeps dropping
If this problem continue after following the above advise then we may need to check the network side of things. Please let us know if this has helped at all?
Cheers
Sean
BTCare Community Manager
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Orange Broadband light on HH3 but Green DSL light ...

I lost both my phone line and broadband on Monday morning, after about 10 minutes the phone line started working again but the Infinity stayed down.
All the lights on the Openreach modem are Green [Power/Dsl/Lan1] but the Broadband light on the Home Hub is flashing Orange.
I logged a fault with BT and they got me to reset all equipment, check cabling etc etc
Still the same and still unable to access the internet.
A new HH3 was sent to me, but when I fitted it, the same problem existied, but this time the Broadband light on the hub was solid Orange.
BT have now arranged for an engineer to visit on Friday 14th Dec
Infinity has been in and working for about 3 months now.
Has anyone come across this fault before, and my question is, if the hub isn't at fault, could this be an authentication issue that could be resolved remotely with out having to wait another 2 days for the engineers visit.
Thank you
Dave

You will be able to find answers on this thread, http://community.bt.com/t5/BT-Infinity/BT-INFINITY-ORANGE-LIGHT-ISSUE/td-p/711160/page/2
Hope it helps!
If this helped you please click the Star beside my name.
If this answered your question please click "Mark as Accepted Solution" below.

Self install Uverse Internet red blinking broadband light

I've been trying to setup my new Uverse internet service since my activation date (7/21 after 2pm) and the broadband light will not go solid green. I've tried all of the troubleshooting steps I could find and still nothing.

Hi ,
I am sorry about the issues you are having installing your service, but I will be glad to help. Try testing on the other phone jacks in your house. It can take a few minutes for it to sync up, but it should take less than 1 minute for it to start blinking green. I will also send you a private message to look into this issue further.
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Broadband Talk Problem - hub faulty?

I have recently found several times that telephone numbers stored as Shared Contacts on the hub have disappeared from all the connected handsets. Also it seems that the call lists on the handsets are not being updated and stored. I've tried resetting everything to the factory default and setting up from scratch again, but the problem reappears. Everything used to work fine. I can't find any reference to a similar problem, all I can think is that the hub 2 has developed a fault in storing this stuff. I think the hub is still in warranty, can I get a replacement sent out?

You may be able to get a replacement hub, but the latest hub 3 does not support Broadband Talk or hub phones.
I am guessing that they are probably still sending out hub 2 replacements until stock is exhausted. There are quite a few on the second hand market
If you start a new contract, with the promise of a new home hub, then you Broadband Talk line will be ceased, as its no longer being supported for new orders.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

My iPhone 6 plus has a light bend after 2 weeks near volume buttons, what now?

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The answer is very simple: You were not the original owner of the phone. Target sold you a phone that had been returned. You can verify the date of the original sale here: Apple - Support - Check Your Service and Support Coverage. I suspect you will find that the warranty expiration date is not one year from the date that you bought it.

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