Smarthub not starting

[Jimbob741]

My smarthub was supposed to be activated yesterday, but just flashing orange. All plugged in and powered on correctly. In the EE app, when I try ‘update thesmarthub’, I’ve had that running for a whole day (supposed to be 20mins) and nothing happens. Any ideas?

[Mustrum]

@Jimbob741   what service have you signed up for?

Have you had notification by email or text to say the service has gone live?

Have you spoken to customer services to ask for an update?

[Jimbob741]

Hi @Mustrum ,

1. The package is called ‘Fibre 67 Essentials’

2. Yes, I received an email yesterday evening saying the service was live

3. I contacted the helpline in the app. After following the instructions they performed a ‘reboot’, still not working

[Mustrum]

@Jimbob741  Have you just transferred from another supplier? If so which one?

Can you give us some more background?

Has your old service stopped working?

[Jimbob741]

1. No didn’t have broadband before

2. I ordered the service, waited til the live date, followed the instructions on box. I can enter my password and see that I’ve connected to it (3 bars wifi showing) but it has no service - light is blinking orange and didn’t turn aqua like it said it would when live. I’ve since tried turning on and off multiple times -just blinks orange

[Mustrum]

Ok, what type of phone socket is the router plugged into?

Has there been broadband or a working phone line there before?

Are there any other phone sockets in the property?

[Jimbob741]

 I have the master socket + filter setup.

this is the only phone line in my flat

yes I’ve asked caretaker - other residents have this setup

[Mustrum]

@Jimbob741  Last one for tonight.

That looks like quite an old setup, in the router box should be another filter, you could try swapping to that one.

In the days before digital voice you could plug a phone in and dial 17070 and it would provide info and tests on your line, alas not anymore.

I suspect there is a break in your line, if your caretaker can’t fix it then you will need to call customer services in the morning to get an engineer out.

[XRaySpeX]

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket? Refer to Need Help with Your Home Broadband Speed or Connection?  for more detail on how to do this.

THIS ONLY APPLIES IF YOU HAVE AN ANALOGUE LANDLINE; YOU PROBABLY DON'T: Only if you have an active landline, try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket using the DSL micro-filter. Does the router connect OK now?