topic Re: New build house, no connection in Broadband & Landline

New build house, no connection

Tonythefish — Wed, 06 Nov 2024 10:44:48 GMT

Moved into a new build with full fibre a few days ago. Let EE know we moved and they 'switched on' our openreach connection yesterday. Our hub from our last house (SH31B) is here and we were told it should be compatible.

Hub is turned on and connected to the openreach box from the red WAN port. Our openreach box only has one ethernet port so the ethernet is plugged into there. From all the guides EE have sent us there's nothing we're doing wrong, but we keep getting an amber flashing light. On the power and PON lights on the openreach box are on - the LAN light has never been on.

I've tried power cycling both the hub and the openreach box countless times. Anyone got any ideas as to what we might be doing wrong or what we could be doing differently?

Re: New build house, no connection

JimM11 — Wed, 06 Nov 2024 10:54:17 GMT

@Tonythefish If your PON light is on and is green, Lan should flash green for activity, but if PON is red then that is an issue, looks like OR or EE have not activated the service, send HELP to 66033 from your mobile if now registered on THAT address and EE should be able to test it out.

Re: New build house, no connection

Tonythefish — Wed, 06 Nov 2024 10:58:22 GMT

Thanks for replying! PON light is green and stable, I don't think I've ever seen the LAN light on.

Re: New build house, no connection

Mustrum — Wed, 06 Nov 2024 10:59:18 GMT

@Tonythefish if your Lan light on the ONT is not on or flashing, I would try a different ethernet cable and/or make sure the connections are secure.

Re: New build house, no connection

XRaySpeX — Wed, 06 Nov 2024 11:12:22 GMT

In the router's BB settings is the PPPoE Username = bthomehub@btbroadband.com & the pwd = BT or blank?

Re: New build house, no connection

Tonythefish — Wed, 06 Nov 2024 11:24:28 GMT

Re: New build house, no connection

Tonythefish — Wed, 06 Nov 2024 11:25:01 GMT

I don't think I have another ethernet here, I'll buy one today and get back if it doesn't work, thanks

Re: New build house, no connection

Mustrum — Wed, 06 Nov 2024 11:30:03 GMT

The important thing in your pic is the lack of a connection, and as you said before in your first post the LAN light on the ONT not working.

Does that router have an option to switch the WAN port on, or from LAN to WAN?

PS was it connected via you phone line or an ONT in your last place?

Re: New build house, no connection

XRaySpeX — Wed, 06 Nov 2024 11:41:19 GMT

@Mustrum : The SH+ has no WAN ON/OFF switch. It is auto-sensing.

Re: New build house, no connection

JimM11 — Wed, 06 Nov 2024 22:37:27 GMT

@Tonythefish You will only see a quick flash when the Router/ONT negotiate and try to connect to the network. you screen capture shows that you are connected to the ONT, Status screen will also show what you have if you wish to post it up.

How did you get on with the help text?