No Lights on Router, Internet not working

[__Horizon__]

Hi

My broadband lights are not ON (none at all) and the PORT light on Openreach main socket is also off. Is that an issue with the service or modem? I have sent HELP text message but there is no call back. Please advise.

Shoudn't there be light on router?

Thanks

[XRaySpeX]

Are you on Full Fibre (FTTP)? I presume from "light on Openreach main socket" you mean the ONT affixed to an exterior wall.

The HELP text is only responded to during business hours.

Even with the BB down there should be at least a flashing Aqua light on router (assuming EE Smart Hub or Smart Router).

If it is a neighbourhood issue, you could consult BT Service Status to see if any faults are being attended to in your local area.

[pip11]

Make sure the ethernet cable if fully home on both the ONT and router. Try changing the cable. make sure you are connected to the WAN port on the router (port 4). Make sure port 4 is enabled for FTTP.

[Mustrum]

@__Horizon__  if you have no lights it suggests a lack of power, can you confirm you have power to the sockets for the ONT and router?

[__Horizon__]

Yes it is Full Fibre. There are 4 indicators on ONT, the two right most are ON and the two on the left are OFF.

As for the EE Smart Hub, I have tried connecting to various sockets in the home and it seems as long as there is no cable going into the WAN port, the smart hub green light comes up. As soon as I plug in the cable to WAN port, which is coming straight from the ONT box on the wall, the green/Aqua light goes off and it does not come back up again (even if I then remove the WAN cable)

Edit: The Aqua light comes briefly ( for a few seconds) after connecting cable to WAN from ONT but, as mentioned above, it then goes away when it cannot detect a WAN signal.

[Mustrum]

Have you got another WAN cable you could try?

[__Horizon__]

Yes, I have tried a couple of cables (Cat 5e and one also Cat 6) but same issue. If I remember correctly the PORT indicator (left most indicator) on the ONT should be ON (green) in normal working circumstances. Can someone please confirm this? Because if that is not working, no cable switching will make any difference.

[Mustrum]

Not sure which ONT you have, but it does sound like your router is faulty. 

Not sure, but I think the port light comes on when you have traffic to/from the router.

Don't spose you have another router? Or could set up a PC PPOE connection to the ONT?

Otherwise I think it will need an engineer visit.

[__Horizon__]

I have a TP Link router and when I connected via it...voila...the connection came back! So the same cables as before. Smart Hub kept dropping the connection or not even connecting to net. It seems I need a replacement router! Thank gooness I kept good old TP Link.

Thanks for all your replies and help.

[Mustrum]

Cool, glad you got it sorted and we were able help.