topic Hub problem (solid green ring), but can't raise a fault as an old open ticket on my account? in Broadband

Hub problem (solid green ring), but can't raise a fault as an old open ticket on my account?

BT_FTW — Thu, 09 Oct 2025 17:29:00 GMT

So I came into the office today to find internet was down. The router (SH3) had a solid green ring. .

I have tried powering off/on, pushing reset button (various different ways) but the green ring remains no matter what.

I did some googling and found this may mean my router is faulty. I tried to open a fault report online but it wouldn't let me as there is an older fault from last year that hasn't been closed:

Fault reference
[removed]
Service ID
[removed]

How best to proceed?

Thanks for any help.

Re: Hub problem (solid green ring), but can't raise a fault as an old open ticket on my account?

BethM — Thu, 09 Oct 2025 17:31:00 GMT

Hi BT_FTW

I'm sorry this old fault is preventing you from raising a new one. I would advise contacting our technical support team so they can look into the router issue for you, as well as hopefully look into the stuck open fault.

Re: Hub problem (solid green ring), but can't raise a fault as an old open ticket on my account?

BT_FTW — Thu, 09 Oct 2025 18:11:40 GMT

Thank you,

I'll try tomorrow (I tried today but waited for over 45 mins)