BT Wireless Broad-Moved House,Now Not Working-Help

Hi all,

I'm hoping someone here can help me, as after three days stuck on the phone to BT Broadband help and not getting anywhere, I don't know what else to do!

I moved house last week and have BT the required 5 days notice that I would like my broadband to come with me. Everything seemed to be fine, the phone line in the new house was reconnected on last Monday and the Broadband was meant to be enabled Thursday. On Thursday, I fired up my wireless router (one of the white BT wireless routers), connected it as usual to the phone socket via the ADSL filter etc etc...and nothing.

The Wireless green light on the router was lit, as was the power, but no broadband light.

I spoke to BT, who ran a line check on my new phone number (needed a new phone number for my new flat, the previous tenant had taken the original phone number with them) and assured me that Broadband has definitely been enabled and there were no problems on the line and didnt know what the problem could be.

I was advised to power the router off and wait, power back on, then press 'Wireless association' and wait but still no broadband light.

It's now Monday and nothing has changed over the weekend.

On my laptopm (apple ibook G4) I can see the wireless signal of my router in Airport and I can connect to it and it says I have a strong connection...but trying to open a webpage just brings up 'BT Broadband not connected to a Broadband Line' or similar (don't have it in front of me right now but that's most of it).

So BT don't have a clue how to help me and all calls result in the same line test being done, me being told that broadband is enabled, them not knowing what else to do, so putting me on hold or putting me through to someone else.

I'm now paying for broadband that isn't working!!

I'm keeping my fingers crossed someone out there can help...so frustrating!

thanks all, any help much appreciated x

do you have a master socket where the lower half is removable ? if so connect to the test socket revealed by removing the lower half cover. Just connect the router via a filter, nothing else.

Does the broadband light flash at all when powered on ?

The problem is probably nothing to do with the wireless side of things, since if you can get the not connected message in a web browser you can see the router.

5 days is actually short notice to accomplish a broadband move, so no surprise its not up and running. The computer may say broadband is enabled, but that does not guarantee it is up and running. if it is up and running support would be able to tell you the times that you switched on your router, and I bet they cannot.

Basically it is down to BT to check that the work at the exchange end has been done, but in the meantime, doing some checks like using the test socket to rule out bad extension wiring being the cause is worthwhile.

http://www.kitz.co.uk/adsl/frogstats.php shows how to get some more detailed stats from your Home Hub

In reply to a post by MrSaffron:

5 days is actually short notice to accomplish a broadband move, so no surprise its not up and running.

Agreed, I completed a house move recently and although advised it would take approximately 5 days to transfer, it was actually 10 days before my broadband was up and running again.

Go here - http://192.168.1.254/ to see if there is any upstream and downstream figures. If there is, click 'connect'

"but no broadband light."

The hub has a broadband light and an internet light. One lights when there is synch, the other when it is connected to the provider. As the OP is only mentioning one light, it could be synched.

Have tried ervything on this and still nothing. Removed the bottom half of the phone socket last night to connect to the test socket and still nothing.

I powered the unit off and back on again last night and this time the broadband light did not flash when I turned it on...i'm sure it was doing this before.

As a last resort, do I demand BT send out an engineer to fix this as I cannot for the life of me think of anything else I should be doing? They won't charge for this right?

put your number into the line checker at http://www.dslchecker.bt.com/adsl/adslchecker.welcome and quote the whole response (blacking out your actual number)

Hello sugarcoma101,

I can check this, can you PM me your details and I'll look into this? All I can say at this stage is that either the broadband is not active on the line, or it's a technical fault (and yes, I *can* hear you say "no kidding Sherlock" )

Cheers,

Stephanie
BT Support