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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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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Activation date passed and still no broadband

Hi Everyone,
I recently switched from Orange to BT as I was having an issue with my broadband that Orange were far from helpful about.
My equipment (HH4) and activation email arrived on 16th September to say everything was ready to go.
I followed the steps that came with the equipment, but the Hub light never returned to blue. It is stuck on orange and the broadband light is flashing red. I've been in contact with the BT support team for the last 3 days, but have just grown more frustrated. They advised me to wait until today to see if it would connect, so I did, but still no connection. They said they would book an engineer but when I rang back they wanted to do some extra tests, which are scheduled for this Friday.
If any moderators could help, anything would be appreciated. It's now been a month with no Broadband, and the support team are slowly driving me insane.
Thanks in advance.
Solved!
Go to Solution.

Hi marsay,
Welcome to the forum, I'm sorry to hear about the problems you've had switching over to BT and we'll be happy to look into this for you. Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.
Cheers
Neil
BTCare Community Mod
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 but 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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

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/
Mortgage Advisor 2000-2008
Green Energy Advisor 2008-2010
Charity Health Care Provider Advisor 2010-
I'm alright Jack....

Activation date passed, still no broadband...

Hi
I've been patiently waiting for over a month for my installation of BT Total Broadband & Calls Option 3 in my new property. My Activation date came (Thurs 24th March) and I hadn't heard anything by 1.30pm despite my engineer visit being scheduled between 8am and 1pm that day. I rang BT Customer Services and was lucky enough to get somebody in the UK who told me an engineer was working at the exchange as we speak, great...
At around 6pm I plugged in my router which had arrived that day only to find my Broadband light was off. So I waited until after midnight as instructed but the Broadband light was still off this morning after a reboot. I rang Customer services again but this time was put through to what I assume was an Indian call centre. They were very polite but I was on the phone for over an hour, being put on hold for 10 minutes+ several times. After an hour of waiting they told me an engineer was on his way today which I was unaware of as my activation date was yesterday. I cannot understand why it took an hour to find out that an engineer was already on his way. I had specifically taken a day off work for the engineer visit yesterday only to find that they were coming today. Right after speaking to Customer Services an Openreach engineer rang to say he was on his way and would be 10 minutes, luckily my girlfriend was available to let him in and he carried out the work.
I was happy again and thought BT had almost redeemed themselves until I got a call from BT half an hour after the engineer visit saying the telephone line had been activated but there had been a delay with the Broadband and a review was scheduled for the 29th March!
I am absolutely appalled at BT's exceptionally poor 'Customer Service' and am seeking advice on whether I can cancel my broadband order now seeing as it has not actually been activated yet and in my view they have breached their own terms in the contract? I would like to keep the landline but order broadband from a different provider. Having researched this issue on the internet I have found this happens to a vast majority of people, what are BT playing at?! If BT are messing me around like this before my service has even started then I dread to think what lies ahead.
Any help or advice would be greatly appreciated as I am in desperate need of a broadband connection in the new property. Am I entitled to any compensation for wasting a holiday day and giving me constant false promises, and how would I go about claiming this?
Thanks

Hi remondo,
Welcome to the forum.
If you click on my username and look under "about me" in my profile page you'll be able to get our "Contact Us" form and send us an email so we can see how can help here.
Thanks,
Stephanie
Stephanie
BTCare Community Manager
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post. If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Over a week and still no broadband?????

I wonder if anybody has had a similar experience?
I signed up for the BT boradband and call package (10GB) on August 23rd. I was told that my activation date would be September 13th. I was a bit miffed that I'd have to wait three weeks to be able to call out from my new home, but I was patient. When the 13th rolled around, my phone was switched on, but not the broadband (I had received the hub earlier that day). I tried everything and still nothing. Called BT and was told it could take up to midnight.
14th came. No broadband. I was told 'it should be on tomorrow'.
15th.
16th.
17th. I was told 'by Saturday, for sure'.
18th. 'By Monday, or anytime before then. We'll call you'.
19th.
20th. 'Tuesday by close of business hours'.
21st...guess what? Still no broadband.
To be honest, I'm pretty shocked. It's been over a week. The worst part is, the only contact I've had has been by my instigation....Only one person called me back to say it'd be on today. And since I've had to haul my laptop to my parents house just to type this, you can guess I'm still not connected. The funniest part of all this, is when I load up my Mac, I can see that my neighbours have also got BT broadband, so we obviously share an exchange. But they're online and I'm not. I've been told repeatedly that it's some issue with the exchange.
I don't really know what to do now. I'm pretty close to calling the whole thing off, but if I call again and another person tells me 'tomorrow' or 'by midnight', I think I'd go ballistic.
As far as I know, all the equipment is working fine, I have a dial tone, I can make calls...just the silly hub blinking that annoying broadband light (orange) at me. For those who have experienced this, did it ever get resolved? How long did it take? What happened in the end?
Thanks.

Hi and welcome ...
Drop an email in to a moderator ....
They will chase things up for you ... BT Forum Moderation Team <[email protected]>
Include your account detail, phone number etc.

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 :-)

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.
-ATTU-verseCare

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.

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’

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.

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.

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 :-)

Wires fully connected but still no white light. Why?

I was trying to switch to AirPlay then there was an error occur on my tv screen asking me to "try again later". Thereafter i power off my apple tv and power up again and there was no white light from my apple tv. Cables are fully connected and i"ve tried connecting the apple tv to other power supply and still no white light. What should I do?

Welcome to the Apple community.
In addition to the white light that doesn't illuminate, is your Apple TV working or not.

Received modem on Tuesday, still no DSL light

My PM to eircomAlan got ignored, so I post it here. I received my modem on Tuesday, landline got activated last week, but I still can't use broadband as there is no DSL light. As I pay for the service since 07/07, it would be nice if I could actually use it. Please sort this out.

Hi Jamagrewis
I have run some tests on your line and can confirm that there is an indication of major fault on the line which might be contributing to the broadband not working.
To get this issue resolved, please call our technical team on 1890 260 260 or chat with them via www.eircom.ie/chatnow.
Once this issue is resolved, please let me know and I will put a credit on your account as compensation for days you were without services.
I hope this helps and I am very sorry for the inconvenience caused.
Thanks
Amie

Still no broadband light

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