Broadband not working since activation of FTTC

Since transferring from ADSL to FTTC two weeks ago, i have no broadband service. I am using a new BT Smarthub 2 which worked OK on the ADSL.

The router light up when connected, green first, then flashing orange and finally static orange, which is as far as it gets.

It is curious that the broadband stopped at exactly the time BT activated the FTTC.

I am getting nowhere with BT.

Does anyone have any suggestion as to what the problem might be?

PS I have an old style single out let faceplate of 1990's vintage.

As long as nothing has changed in the set up (and I guess that’s a no) then it sounds like there has been an issue with the upgrade.

At a guess, the DSLAM port is not producing PPP, either faulty, or not activated correctly.

The static orange light ought to indicate sync but no PPP. Can you access the routers stats page and post the results please ?

Here are the router stats

Connection Status: No Service
Connection Type: -
Downstream Sync speed: -
Upstream Sync speed: -

Is this what you asked for?

You'll probably need BT to get Openreach to investigate. I dont see why it should be so difficult to arrange, even now with covid, as the issue can be tested from cabinet and the last point outside the property if needed.
Likely causes could be a faulty DSLAM port or its been incorrectly jumpered in the PCP

In reply to a post by witchunt:

You'll probably need BT to get Openreach to investigate. I dont see why it should be so difficult to arrange, even now with covid, as the issue can be tested from cabinet and the last point outside the property if needed.
Likely causes could be a faulty DSLAM port or its been incorrectly jumpered in the PCP

Agreed ...

Thanks

I reported the fault 2 weeks ago and BT/Openreach say they are investigating but with no success yet.

Don't know what else i can do.

Ring up, and report it again.

Hi,

In the meantime, can you get a mobile broadband connection to allow you access to the internet? If I was in your position that is what I would do. You could use your phone as a hotspot and tether all your devices to it or you can get a Mi-Fi adapter and use that. The latter would require a separate SIM card....

HTH,

In the current situation your issue may be quite low down the priority scale. Hassle your provider to get it escalated

Thanks

I've done that again this morning.

Thanks

Yes i have tethered to my mobile but only have a limited allowance on that.

BT have refused to send me a MI-Fi device/adapter.

Hi,

Maybe it might be time to switch to an unlimited data plan from another provider...You can get an unlocked Mi-Fi adapter on Ebay for very cheap and then put in an unlimited data SIM card. This is something I would do in your position...

HTH,

In reply to a post by witchunt:

In the current situation your issue may be quite low down the priority scale. Hassle your provider to get it escalated

Thanks

That seems to be the case and i do ring up regularly but BT/Openreach seem to have caused the problem when activating the FTTC, as the BB hasn't worked since then.

In reply to a post by mking90031:

Hi,

You can get an unlocked Mi-Fi adapter on Ebay for very cheap and then put in an unlimited data SIM card. This is something I would do in your position...

HTH,

Thanks, yes i will probably have to do that BUT i really shouldn't have to if BT got the problem fixed. my BB has been out for 2 weeks already!

Hi,

Personally I ALWAYS have backups in place for pretty much every eventuality. My home broadband has been rock solid but IF anything were to go wrong (especially with Co-Vid 19) I've had plans in place with things I could use as a stop gap method until things come back online.

HTH,

What cab /exchange?

In reply to a post by witchunt:

What cab /exchange?

Cab 17, Aberporth Exchange.

In reply to a post by mking90031:

Hi,

Personally I ALWAYS have backups in place for pretty much every eventuality. My home broadband has been rock solid but IF anything were to go wrong (especially with Co-Vid 19) I've had plans in place with things I could use as a stop gap method until things come back online.

HTH,

Very wise although TBF this is the first problem i've had with the BB since i started using it in 2008!

What settings did you change in the router when you were switched over?

The OP describes using a home hub 2, on a BT Broadband service, he shouldn’t have had to change any settings at all.

In reply to a post by jelv:

What settings did you change in the router when you were switched over?

None.

In reply to a post by Zarjaz:

The OP describes using a home hub 2, on a BT Broadband service, he shouldn’t have had to change any settings at all.

The router is a Smart Hub 2, to be precise.

This reminds me of a problem I had with my BT FTTC.

I had moved from ADSL2 with Demon to FTTC with BT. It was ok for about 8 days until an Openreach engineer working in my block of flats distribution point managed to totally disconnect my phone line and internet.

After much arguing with the engineer I managed to get him to reconnect the phone line but he drove off before I could check the internet. I then had the same problem where the router would start with a green light (booting), flashing orange (syncing) and solid orange (synchronized).

However it would not switch to blue (connected to BT's network) and after a few minutes at solid orange the router would reboot and repeat the cycle.

Looking in the technical log while the Hub was solid orange (found under advanced settings) I found the modulation type had changed from G_993_2_ANNEX_B (FTTC) back to the ADSL2 modulation type. Looking at the event log tab in the technical log I noted that my sync speed was 16meg (back what I used to get with Demon ADSL) and that I was getting CHAP failures.

It required a second visit from an 2nd OR engineer (who was much more polite and competent than the 1st) who after connecting some test kit to my phone socket, had to spend about 5 to 10 minutes at the cabinet my line is connected to before my internet started working again.

When I asked why the 1st OR engineer had not reconnected my FTTC the 2nd engineer replied he would not have had the port mappings needed to do so.

Assuming the Smart hub 2 has a similar setup to the Smart hub (6A) you could try looking under the advanced settings technical log while your router light is solid orange to check your modulation type and see if there are any CHAP messages in the event log. You will require the admin password for the router to do this which is found on a sticker on the router (and is different from the Wifi password).

Post any results from the advanced log back here and I'm sure someone will be able to point you in the right direction.

Regards

Anthony

Fuurther to Arendall667 suggestion This is the info from the router advanced settings technical log, it does seem to be still on ADSL2+

Product code:Smart Hub 2
Serial number:+091301+1941007843
Firmware version:v0.17.01.12301-BT
Firmware updated:Sun Mar 29 13:35:55 2020
Board version:R01
GUI version:1.56 15_02_2019
DSL uptime:-
Data rate:-
Maximum data rate:1.336 Mbps / 10.376 Mbps
Noise margin:7.6 / 8.6
Line attenuation:19.4 / 34.0
Signal attenuation:19.5 / 41.9
VPI/VCI:0/38
Modulation:G.992.5(ADSL2+)
Latency type:Fast
Upstream error control:Off
Downstream error control:Off
Data sent / received:-
Broadband username
BT Wi-fi:Activated
2.4 GHz wireless network name:
2.4 GHz wireless channel:Smart (Channel11)
5 GHz wireless network name:
5 GHz wireless channel:Smart (Channel36)
Wireless security:WPA2 (Recommended)
Wireless mode:Mode 1
Firewall:On
MAC address
Software variant:-
Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

It looks like the firmware update date (29Mar20) was prior to my VDSL activation date of 1 Apr 20

Does anyone have any suggestion as to how to proceed?

Edited by deleted (Wed 15-Apr-20 12:18:32)

There ya go, that’s a deactivated ADSL port in the exchange, no FTTC jumpering being seen by the router.

Do you have the right directory number on the landline. ?

In reply to a post by Zarjaz:

There ya go, that’s a deactivated ADSL port in the exchange, no FTTC jumpering being seen by the router.

Do you have the right directory number on the landline. ?

Thanks for that.

I'm fairly certain on the landline number.

If you dial 17070 is it reporting the correct number to you?

In reply to a post by GonePostal:

If you dial 17070 is it reporting the correct number to you?

Yes

So this is a cab jumpering issue . Ring up and throw your toys out of the pram , it’s an external fault, get them to get Openreach to fix it.

As he says it has never worked since they moved him to FTTC I wonder if they've change the account configuration but no work was ever done to in the cabinet to connect him to the FTTC?

In reply to a post by jelv:

As he says it has never worked since they moved him to FTTC I wonder if they've change the account configuration but no work was ever done to in the cabinet to connect him to the FTTC?

I expect the full SP will never emerge. What I am sure of, is that the CP need to raise an ‘early life failure’ issue with Openreach.

In reply to a post by jelv:

As he says it has never worked since they moved him to FTTC I wonder if they've change the account configuration but no work was ever done to in the cabinet to connect him to the FTTC?

That is the most likely scenario. I am still onto BT about the situation but i'm not very hopeful of a resolution anytime soon.

In reply to a post by Zarjaz:

So this is a cab jumpering issue . Ring up and throw your toys out of the pram , it’s an external fault, get them to get Openreach to fix it.

BT/Openreach have finally got the Broadband working today. This was only after i emailed the BT CEO about the situation.

BT/Openreach would only say the problemt was due to a 'routing issue'.

Thanks for all your replies and suggestions, perseverance paid off!

What compensation are they paying you?

In reply to a post by jelv:

What compensation are they paying you?

£5 per day for period of non provision plus £80 for Mi-Fi costs.

The speed on the FTTC connection is x4 what it was previously!