topic Re: Devices connected to router, no internet in Broadband

Devices connected to router, no internet

Kingsto — Fri, 13 Dec 2024 08:19:05 GMT

My router stops sending signal two are three times a day. The white light is on and my phone and laptop say, connected, no internet. I reset the router, but after an hour or so, I'm back to the same position. Network status says Storm Darrach issues, but not in our area. Any suggestions?

Re: Devices connected to router, no internet

Anonymous — Fri, 13 Dec 2024 08:20:30 GMT

Morning,

Can you please update your community profile to include your:

Name
Telephone number or Account number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: Devices connected to router, no internet

Kingsto — Fri, 13 Dec 2024 08:26:53 GMT

Done. Didn't realise it wasn't on there.

Re: Devices connected to router, no internet

Anonymous — Fri, 13 Dec 2024 08:32:46 GMT

Hello,

Thank you. I've run a test on the line now which hasn't detected a fault. Can I just ask, does this affect both wired and wireless devices? Are you using any wifi extenders?

Thanks

Michelle

Re: Devices connected to router, no internet

Kingsto — Sat, 14 Dec 2024 11:03:10 GMT

Hi.

Using power line adapters for two devices Xbox and TV, both are impacted by the issue, as well as the devices relying on WiFi.

Sent the same message yesterday, but doesn't seem to have appeared on this thread.

Thanks

Re: Devices connected to router, no internet

Anonymous — Mon, 16 Dec 2024 09:10:49 GMT

Morning,

Our Escalation Team are currently looking into the white light on router and no connection issue now. When did this last happen roughly? (date and time)

Thanks

Michelle

Re: Devices connected to router, no internet

Kingsto — Mon, 16 Dec 2024 14:27:52 GMT

Hi.

I saw the SMS regarding the service issue.

It happens in the morning about 0830, it's just happened again 14:15 and happens again about 17:30. It will also drop out at about 20:30 and then again maybe an hour later.

It's been going on for about a week now, but I didn't follow up until Friday as I thought it was an isolated issue.

Where is the best place to keep up to date about progress? As we both work from home it would be nice to keep our employers up to date regarding when we will have reliable connection again as it's causing serious issues.

Many thanks

Pete

Re: Devices connected to router, no internet

Anonymous — Mon, 16 Dec 2024 14:34:37 GMT

Hi Pete,

Thanks for confirming. Our Network Team are still looking into this particular fault. As soon as we receive an update then we'll post here to let you know.

Thanks

Michelle

Re: Devices connected to router, no internet

Anonymous — Wed, 18 Dec 2024 07:17:19 GMT

Hello,

Sorry for the delay. Update 8:40PM December 17th 2024 - Our team are in the process of applying a solution to all impacted Wi-Fi Hubs and aim to resolve this by tomorrow morning.

Thanks

Michelle