No connection :(

[#1]

Hi there,

Internet appears to have gone off completely. Have a flashing orange light on the hub one with the broadband light also orange.


I have tried all of the recommended steps to no avail. Wanted to know if there was an issue with the line?

[#2]

Best to phone them up. On here you don't get a instant reply from the staff. Most are on seasonal holiday atm

[#3]

If you've used the Broadband Fault link below, and system shows there's an error on your line, will have been automatically logged.

[#4]

Contacted them.

Apparently no fault on the line, yet I still have no internet. Tried 2 routers now

[#5]

Try CHAT; it's currently showing as available.

(Pick 'My Question isn't listed' link).

[#6]

Hi,

Could you DM me your Username @coatseh and I will have a look into this for you.

[#7]

@coatseh Thanks for the info! The test is showing your router is not authenticating. When you called did the advisor talk you through how to update the username and password in the router?

[#8]

Hi @LaurenB


Thank you for your help! I used the live chat, we didn't discuss reauthenticating the router. How do I go about this? Thanks

[#9]

@coatseh I have updated Ticket: 164895674 with instructions how to do this.

If you are having issues with this then feel free to DM your best contact number and what time you are available (you would need to be home) and I can arrange to give you a call

[#10]

Hi again @LaurenB

unfortunately that hasn't appeared to have worked. I input my username/password and click to connect, the PPP circle begins to load up, then it returns me to the previous screen where I have to input my data

[#11]

I can see we've recently raised a fault with our suppliers.

We'll contact you when we've got more info.

[#12]

Update: engineer came today, turns out a firmware update on the exchange had knocked a low % of customers off including us. It's now fully fixed and we are back online.

Thanks a lot and really happy that it could be solved so promptly!

[#13]

Great! Glad it's back up and running in time for the New Year

If you have any further problems please just let us know.