Internet not working... 😡

[Ninternet]

We had a new fibre connection installed this week and it's still not working. I have rang numerous times, been told several reasons, assured everything should be working the connections all check out etc, reset the router about 100 times and today in not my finest moment lost my shit with poor AJay from technical support who is clearly just following a script and has just as much of a clue as to why it is not working as I do.

So wonderful Mumsnetters please can anyone offer any suggestions on what I might be able to try. It's clearly not going to be resolved any time soon likely at least next week and all I wanted for mother's day was to relax in bed and finish the bloody TV series I'm watching.

This happened to a mate of mine, and it turned out the cab box (those green metal boxes you see on the end of streets and usually don't give a moments thought about) haven't been activated to your address properly. Whichever engineer set this up should have gone outside to do that.

Oh yikes a whole week would be incredibly frustrating! Did they offer you any compensation for the delay, I work from home so it's going to have a huge impact on me next week if it's still not sorted.

I think it would have been easier if I had been switching to another company as then I'd have the original connection as a back up but as I said earlier they were quick enough to turn that connection off but for some reason turning on the new connection seems to be something that takes days, surely in 2023 it really doesn't need to take so long.

Anyway as expected I'm up and once again no internet. So will make another call this morning and see if I can talk to someone with some authority.

This is interesting, no one has mentioned this before. I'm guessing it's not something I can check?

This is something you can check I will be back later with some instructions, that may help. I know it's a feature on my router, unsure if it applies to all but it's worth a look

Mine did this. Openreach hadn't been able to connect a line, but hadn't told my Internet provider. Took about 6 weeks for Openreach to fix the line.

Same here. It was a nightmare trying to actually get someone to fix it (Openreach kept cancelling appointments without telling us) but one we had someone round it was great - the engineer was really knowledgeable and persistent.

To access your hub manager on a device you will need to enter in the address bar 192.168. 1.1 Once you are in there you will need to find a switch that maybe labelled FTTP mode and make sure it's switched to that.
I know you don't have a bb connection at the mo but as long as the device is on your BB network it should still access it. I can't give you full instructions as I said my router is different but if you're using the same router you had before it's worth a shot.