Broadband not working

[#1]

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

[#2]

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

[#3]

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

[#4]

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.

[#5]

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!

[#6]

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

[#7]

@Mustrum See my post above. 😁

[#8]

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.

[#9]

@jab1  and my PS 😀

Good luck on this one 😎

[#10]

Moderators Note

This topic has been moved from ADSL Broadband to Fibre

[#11]

---

@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

[#12]

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

[#13]

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.