topic Re: My router won't connect to the internet in My Router

My router won't connect to the internet

ShaneJP — Mon, 23 Jun 2025 17:49:08 GMT

Hello people. I came back from a weekend away and my router was unusually glowing red on the internet. After a reset all lights are green again but I am still unable to connect to the internet. Please help

Re: My router won't connect to the internet

jab1 — Mon, 23 Jun 2025 18:30:30 GMT

@ShaneJP Which router is it?

Re: My router won't connect to the internet

Townman — Tue, 24 Jun 2025 00:17:00 GMT

Router with green lights does not sound promising!

Check you router lights

Your router lights can tell you a great deal about what is happening when things are not as they should be. The colour of the lights and their state will tell you all you need to know ... if only you could find the help sheet which came with the router. That information can also be found in the depths of the on-line help & support guides. The following links make the material easier to find.

Re: My router won't connect to the internet

Tina11192 — Tue, 24 Jun 2025 16:20:01 GMT

Hey there @ShaneJP Thank you for reaching out to our Community Forum, I tried calling you noting only the option to leave a voicemail. I hope you are well.

I'm sorry to hear your router was not connected when you came back from your weekend away.

I have looked into this and I found 2 issues that we need to look into together:

- First issue, it seems that your line may be affected by a network fault, we would need to carry out further troubleshooting with you over the phone and we may need to raise it to Openreach, for this I request you to contact us back on 03301239123 at your earliest convenience (please ensure to have your username and up to date password to get through the security question);

- Second issue, it seems that the router has gone out of the authentication, this means that the password stored into the router does not match the one from your account and this is also preventing your connection to be established. As I am unable to share account specific details over socials, please follow this link for the full detailed question opened on your account:

https://www.plus.net/wizard/?p=view_question&id=248661548

I hope this helps