topic Re: Router staying orange in Full Fibre

Router staying orange

Lee83 — Tue, 20 Jun 2017 12:47:23 GMT

Internet has been working perfectly untill Today, router went to flashing orange with the bb sign underneath it , tried power cycling ,tried resetting password in both router and account ,still nothing ,help !

Re: Router staying orange

Lee83 — Tue, 20 Jun 2017 12:48:26 GMT

Tried factory resetting aswell ,is there any work in my area ? Any other ideas would be appreciated

Re: Router staying orange

Lee83 — Tue, 20 Jun 2017 13:37:59 GMT

Anybody ?

Re: Router staying orange

Mustrum — Tue, 20 Jun 2017 13:44:57 GMT

Does your phone line work?

Have you reported a fault?

Re: Router staying orange

Lee83 — Tue, 20 Jun 2017 13:45:59 GMT

Phone line works fine ,im going to have to report a fault ,it has been all working perfectly ,untill this morning

Re: Router staying orange

Mustrum — Tue, 20 Jun 2017 13:57:16 GMT

It could be worth going through the steps in the Help Pages testing from the "hidden" test socket in the Master Socket if you have one, and trying another router if you have one.

Re: Router staying orange

Lee83 — Tue, 20 Jun 2017 14:29:51 GMT

Its ok looks like a local outage

Re: Router staying orange

Gandalf — Tue, 20 Jun 2017 15:13:30 GMT

Sorry to hear you're having connection problems

From looking at your connection, I can see a couple of drops recently.

Testing your line isn't identifying any Major Service Outages linked to your broadband circuit.

Are you still having problems?

Re: Router staying orange

Lee83 — Tue, 20 Jun 2017 15:24:23 GMT

Yeah the drop outs were me power cycling the router ,i phoned up and the member of your help team said there a outage in my area ,and having checked the exchange status ,plus net reported Major service loss in my area ,so i and the member of the help team assumed this was the issue

Re: Router staying orange

Mustrum — Tue, 20 Jun 2017 15:31:18 GMT

Is your router still orange?The chart above only shows a couple of outages so something does not add up?

Re: Router staying orange

Lee83 — Tue, 20 Jun 2017 15:35:55 GMT

Yes its still orange the drop outs were me power cycling the router , and my exchange is showing major outages in mt area and area code ,so i assumed this is why my router is still orange and wont connect,untill the exchange is sorted?

Re: Router staying orange

Mustrum — Tue, 20 Jun 2017 16:49:57 GMT

Then the graph that @Gandalf has shown is not your line - apart from the two short drops it is showing you are connected.

Re: Router staying orange

Gandalf — Tue, 20 Jun 2017 18:08:48 GMT

@Lee83

Mind dropping me a PM with your username so I can double check?

Re: Router staying orange

Gandalf — Tue, 20 Jun 2017 19:49:16 GMT

Thanks for your private message @Lee83, it looks like I was on the wrong account. I think your email address registered to your forum account is used by a different account, so I was bringing up that when searching by your email.

This is looking better. I say better, actually worse, but more in line with what you're experiencing.

Testing your line isn't showing any outages associated with your broadband circuit, however the test is failing to complete correctly and I believe you've spoken with one of my colleagues who has raise a fault to our suppliers.

We'll provide an update within 24-72 hours via this ticket

Re: Router staying orange

Lee83 — Wed, 21 Jun 2017 14:51:09 GMT

@Gandalf ,could you check for me ,that its not any kind of authentication error ,as i have read that these can cause the same problem that im having

Re: Router staying orange

Lee83 — Wed, 21 Jun 2017 14:52:17 GMT

Because im still running orange on the router ,i know i have a ticket open but it would be one less cause to rule out

Re: Router staying orange

Gandalf — Wed, 21 Jun 2017 16:00:00 GMT

If the orange light is flashing, then the router isn't in sync to the exchange. (A router would sync first, then authenticate). If the light is solid orange then it's likely to be an authentication issue.

Things you can try to fix this type of issue is a factory reset of the router, and complete a router setup at http://192.168.1.254 - you'd connect using yourusername@plusdsl.net and your account password.

Re: Router staying orange

Lee83 — Wed, 21 Jun 2017 16:31:29 GMT

@Gandalf ive done all that already ,must be a sync issue , thank you for the quick reply though

Re: Router staying orange

Gandalf — Wed, 21 Jun 2017 18:28:37 GMT

No problems, it looks like you've contacted my colleague Benj on Facebook. A non appointed task has been raised (this essentially means this will first be investigated externally). We should have updates by close of play on Friday.