topic Re: Internet not working in Broadband

Internet not working

Taylor77 — Sat, 05 Nov 2022 22:29:57 GMT

My iphone/laptop says I’m connected to the wifi but there is no internet connection no link appears to try and fix as upon re searching it says people are being asked to authenticate we havent seen this - our router isnt the problem we have re set and us still blue and working please help

Re: Internet not working

jab1 — Sun, 06 Nov 2022 07:35:08 GMT

@Taylor77 I'm confused - if you are not connected to the internet, how have you posted this? A little more detail would help? Which Hub have you got?

Re: Internet not working

Taylor77 — Sun, 06 Nov 2022 09:20:36 GMT

Hi i’m using 4g on my phone every device we have says we have wifi but underneath it says no internet connection - Hub one is what we have

Re: Internet not working

jab1 — Sun, 06 Nov 2022 09:25:34 GMT

OK, sorry, should have realised you could use 4G. What does this page from your Hub show? Which OS are you using -W10, W11 or some other?

Re: Internet not working

Taylor77 — Sun, 06 Nov 2022 09:35:56 GMT

This page wont appear for us it did last night but it now no longer will pop up on any of our devices so we are unsure

Re: Internet not working

jab1 — Sun, 06 Nov 2022 09:39:35 GMT

Do you have a land-line phone connected ?

Re: Internet not working

Taylor77 — Sun, 06 Nov 2022 09:44:53 GMT

No we dont have a landline

Re: Internet not working

jab1 — Sun, 06 Nov 2022 09:48:22 GMT

OK. I'll tag someone who may be more awake than me as I'm a bit stumped.

@Baldrick1 - any thoughts?

Re: Internet not working

Baldrick1 — Sun, 06 Nov 2022 10:05:38 GMT

@Taylor77

Which hub have you got and what lights are showing.

Re: Internet not working

Taylor77 — Sun, 06 Nov 2022 10:07:52 GMT

Hub1 and orange

Re: Internet not working

Baldrick1 — Sun, 06 Nov 2022 10:15:36 GMT

@Taylor77

Report a fault, see https://www.plus.net/help/report-a-problem/broadband/#broadband

Re: Internet not working

DerekW — Sun, 06 Nov 2022 10:59:21 GMT

I am assuming you have done the old "disconnect the power from the hub for 5 minuets" trick?

Re: Internet not working

jab1 — Sun, 06 Nov 2022 11:01:43 GMT

@DerekW If the Hub light is orange, there is a network fault, hence @Baldrick1 's advice.

Re: Internet not working

DerekW — Sun, 06 Nov 2022 11:07:25 GMT

@jab1 wrote:

@DerekW If the Hub light is orange, there is a network fault, hence @Baldrick1 's advice.

I have had the orange light showing on the hub a couple of time in the past and disconnecting the power from the hub for 5 min helped to get things working again, hence my post 😉

It certainly won't hurt to try

Re: Internet not working

Dan_the_Van — Sun, 06 Nov 2022 11:58:59 GMT

The Hub One has two lights which relate to the connection condition

The power light and the b light (broadband)

Once the Hub has been through it's self tests the power light will be a solid Orange which will turn Blue once a successful broadband user has logged on.

If the light stays solid orange the 'broadband' status is important

Broadband light is red - You've tried to log in with the wrong username and password. Reset your Hub's password to its factory setting (shown on the card that came with your Hub) by using a paper clip to press the recessed Reset button on the back of your Hub for a few seconds

Broadband light is flashing red - There's a problem with your broadband line. Check that all the cables are plugged in correctly.

HTH

Re: Internet not working

MatthewWheeler — Thu, 10 Nov 2022 14:33:44 GMT

Hi @Taylor77

I'm sorry to hear that your connection isn't working and for the inconvenience, this must be causing.

From what I can see our suppliers fixed a fault on your line this morning and your connection is back up now.

Is all working okay now?