Broadband stopped working this morning and will not reboot

[ChristoffBas]

My broadband was working fine up until 9.15am this morning, but then stopped.

I have rebooted the router several times now, leaving for over 20 mins in between.

It has been flashing from orange to white.

Please help!

Thanks

Chris

[Mandisa-TT]

We really appreciate your understanding and patience.

[Mandisa-TT]

@ChristoffBas At the moment, we’re experiencing a system issue that’s preventing us from running the usual diagnostic checks on your service. Because of this, we’re unable to confirm whether the problem is with the router or the broadband signal right now.

[ChristoffBas]

Thank you. After trying everything so far - would you say it's either a router issue or with the actual broadband signal not getting to the router?

I will wait to hear from you. Currently connecting via my phone's hotspot.

[Mandisa-TT]

Thank you so much for trying @ChristoffBas once our systems are up and running, we will be able to pick up your thread and do checks on your line. We once again apologize for the inconvenience. 

[ferguson]

OK, thanks for trying. 

[ChristoffBas]

I've just plugged the router directly into the main BT box - it's exactly the same problem. It's not getting a broadband signal.

[siphosethu-TT]

Off cause.

[ferguson]

@ChristoffBas 

May I just ask whether you have tried connecting the router directly at the test socket using a plugin microfilter?

[ChristoffBas]

Ok, can you please keep me updated.

Thank you.

[siphosethu-TT]

I'm really sorry about that, more checks need to be carried out however we are currently experiencing system issues making it difficult to proceed with the checks. The outage we are having should probably be over in 1-2 hours' time and we can continue afterwards. I'm sorry about the inconvenience that this must be causing you, I do understand how frustrating this must be on you. 

[ChristoffBas]

I reset the router (holding in pin for 30 seconds until orange light went out). It then went through a reboot - with orange and white light flashing. It has now gone to a constant orange light again.

[siphosethu-TT]

Please confirm once that's completed. 

[siphosethu-TT]

Please reset your router via the 'Reset' pin hole on the back. To do this you'll need a pin, straightened paper clip or other tool that fits in the hole, which you'll need to hold in for 30 seconds.

[siphosethu-TT]

Thank you for confirming, a factory reset is required on your router which will restore the router to it's original settings, including the Wi-Fi Network name (SSID) and password.

If the password has been changed, please refer to the one on the stickers attached to your router to find the original password.

Once the No Internet connection issue is resolved, I can assist you in reconnecting to the network

[ChristoffBas]

No

[siphosethu-TT]

Have you made changes with the WiFi Network name (SSID) or password ?

[siphosethu-TT]

Our system is now checking whether your router is logging in to our network. This can take up to 1.5 minutes.

[siphosethu-TT]

An automated check is in progress to check if the router is able to connect to the Openreach street cabinet. This can take up to 3 minutes to complete. I'll let you know once it's finished.

[siphosethu-TT]

I'm still running some test in my end please bare with me.

[siphosethu-TT]

Don't worry about it, I can also see that your unable to access the internet from my end meaning I can't go anywhere until we have a resolution.