No connection

[Miggs]

Hi

Just had broadband installed today and I have no internet connection (flashing red light on TGH3000).

Phone app prompts me to enter hub password but will not accept it, says no internet.

Tried to do a network service check but it just says no active plans.

Is there some sort of activation procedure that I have missed.

Helpline is perma engaged.

Thank god I still have my old service still active!

[Jayach]

Is this a new FTTP service?

[Miggs]

Yes, City Fibre installed today.

Wondering if it needs to be activated or something?

[Jayach]

Unfortunately I don't know the exact meaning of the LEDs on the router on FTTP. If it is still not working tomorrow call Vodafone. (if you call today they will probably just say you need to wait till Midnight)

[MarkHaz92]

I have the exact same problem. Is your service light green on the black ONT box attached to the wall? Mine was installed today and I've got nothing!

[Miggs]

I have 4 green lights on the wall box.

[doomlord69]

I opened up a support chat with Tobi on my phone and the engineer checked a few things.

He did something his end then got me to do a factory reset on my Vodafone hub using a small pin in the reset hole.

That sorted it.

[Miggs]

I'll try that when I get home. 

Cheers 👍

[doomlord69]

Good luck. 

Let us know how you get on.

I'm not a big fan of chatbots but once Tobi put me through to a human things went well.

[Jayach]

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@doomlord69 wrote:

I'm not a big fan of chatbots but once Tobi put me through to a human things went well.

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You can avoid Tobi by using this link: https://www.vodafone.co.uk/bbservcd/