Help a friend with their BT infinity?

[Technical Ben]

I've no idea, but they plugged it in today and just an orange light. Phoned the customer services and they cannot see any problems. It's after 8 now, so will have to call back tomorrow. But any reason it does not work? I assume the line has been switched over (they only wanted "unlimited", but the usual happened I assume), as the old router now does not sync either, but was working fine at the weekend.

Just checking on here, as I have no experience with FTTC or whatever, I see a new box, but no actual physical difference from the home to the cabinet, right? Zero "sync" on the box, and little I can see that I can actually check. Frustrating considering it's been problem after problem. 

No obvious things we could have missed? "Plug it in, it works" it says on the instructions. 

[Simon]

Authentication issue, ie, wrong ISP login?   

[tehidyman]

Broadband light orange indicates"you're connected to broadband but your account might not be switched on yet"(BT Home  Hub 5 Info)

[stevenrw]

Just to be clear - this is an existing BT FTTC setup with existing BT modem (the white box, connected to their router via ethernet cable) and your friend's router which had been working fine until they changed package today - and now nothing is working.
They have not changed ISP.
Is that the situation?
At the risk of stating the obvious, always the first thing to do is to switch everything off, then back on again (modem first).
You should have green lights on the modem.
Without that the router will not get the signal.
You could also try checking and/or replacing the cable from the BT wall socket to the modem in case that has become loose.

[Technical Ben]

No white box, this is suppose to be BT basic ASDL (hence the emergency upgrade as 10gb allowance was just under their needs) with an upgrade to FTTC ("Infinity"). They had ASDL2+. BT said "everything will arrive Friday... switchover Monday" I turned up Tuesday (sadly 7pm was earliest we were both free, so only had a little while on the line to customer services who just did the usual run down...).

There is a BT home hub 5 that arrived friday, we don't need the white box do we? The hub 5 is an all in one, right? It might be the cable, they did not provide one in the box, and the instructions show/say to use the "existing cables" (though I DID use the new PSU ).

Apparently they called BT again today (I was at work, so could not help) and they got the same rundown, and an engineer is on their way monday. I may bring a spare cable to check friday for them... would not want them getting a £120 bill because BT don't send a new modem cable for FTTC installs.

Thanks for the help and advice.

[Technical Ben]

An update, no £120 charge. It was a fault at the exchange AGAIN (or they never switched the FTTC/ASDL switch in the first place ).

Thanks though, as I'd hate for them to get charged for nothing. If people need sockets moving etc, then by all means. But the infrastructure is suppose to be done via the bills/monthly prices. So it's good to keep BT from passing the buck.

[Simon]