Connection Troubleshooting - BT Infinity User Manual And Troubleshooting

POWER

Connection troubleshooting

POWER PON
The first thing to do if your connection isn't working is check your modem and find out
what to do using the table below. You could have either an Openreach modem or an
Openreach optical network connector.
POWER
POWER
POWER PON Optical
POWER
PON LOS PORT4 PORT3 PORT2 PORT1 TEL2 TEL1 POWER
POWER
POWER
PORT1
POWER PON Optical
OPTICAL PORT1 PORT2 PORT3 PORT4 TEL1 TEL2
POWER PON
Openreach modem Openreach optical network
POWER
light status connector light status
POWER
POWER
DSL
Off Off
Optical PORT1 PON
POWER
DSL POWER
POWER POWER
POWER PON Optical
POWER
POWER
Flashing green Not applicable
POWER
POWER
DSL
PORT1 PON LOS
PON
DSL PON
PON Optical PORT1
DSL
POWER PON
Off Not applicable
POWER
DSL
DSL
DSL
PON or Optical
DSL
Flashing green PON LOS Optical
Optical
Optical
Optical PORT1 PON flashing green
DSL
PON Optical
DSL
DSL
DSL
DSL
DSL Off Off
LOS Optical PON
LAN1
PORT1
PORT1 PORT1 PON LOS
Optical PORT1
DSL
LAN1
DSL
DSL
PON green, LOS
DSL steady green
DSL
DSL is off or Optical
Optical PON LOS
PON
PON
LAN1 PON LOS Optical
PORT1 PON
LAN 1 green is green
LAN1
LAN1
LAN1
DSL
PON off, LOS or
Not applicable
LAN1
Optical is red
PON LOS Optical
LAN1
LOS
LOS
LOS Optical PON
PON LOS
LAN1
Still not working? If you've tried the table above or you find you're having to restart
LAN1
LAN1
your Hub a lot, call us on 0800 111 4567.
LOS Optical
LAN1
Optical
LAN1 Optical
Optical PON LOS
LOS Optical
Connection troubleshooting
12
LAN1
Optical
PON
PON
PON LOS Optical
Optical PON
LOS
LOS
LOS Optical
PON LOS
POWER
What's happening
There's a problem with your power supply
or power is off
Modem is restarting
Broadband isn't working
Modem is restarting
Modem can't detect Home Hub
Modem is connected to broadband
and your Hub, and is working
Broadband isn't working
What to do
Check your power cable's plugged in correctly and mains power is on. Then restart your modem
Wait until light is green – can take a couple of minutes
Check the DSL cable is plugged into the DSL socket on the back of the modem and the
engineer-installed wall socket. If you're using an extension socket, check this is also
plugged in. Restart your modem
Wait until the light is steady green – this can take a few minutes
Check your broadband cable is plugged in between the
red Infinity socket on your Hub. Check your Hub's Power light is blue – if it isn't, see page 14.
Then try restarting your modem. Then restart your Hub: press and release the
on the side
Check Hub lights table on page 14 for connection troubleshooting
Check the fibre cable isn't damaged and is firmly plugged in
LAN 1 socket on your modem and the
Restart button
Connection troubleshooting
13