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

[ChristoffBas]

I restarted the router and the orange light flashed for sometime. No white light flashed at all this time.

It powered itself off again.

[nambuso-TT]

Yes, please proceed and let me know if it powers on.

[ChristoffBas]

Should I power it up again now?

[nambuso-TT]

Please ensure the power cable is securely connected to the back of your router and the plug is plugged in to a power socket on the wall.

Once done, I'll need you to switch on your router by turning your power socket on and also by pushing the button on the router.

Have you now switched the router on?

[nambuso-TT]

Thank you very much for letting me know. 

[ChristoffBas]

The power light has not come back on yet and it has been over 10 mins

[Mandisa-TT]

You should be able to see the power light on the front of the router.

If this light is on, your router is receiving power.

Just to verify, is the router currently powered on?

[Mandisa-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.

[Mandisa-TT]

As a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner then we'll be able to progress once we see it connect.

[ChristoffBas]

I've done the factory reset and the orange light flashed for sometime, but now there is no light at all.

Should I do something else now?

[Mandisa-TT]

Thank you, let me know when you have completed.

[ChristoffBas]

Ok I will perform the factory reset again now.

[Mandisa-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.

Factory reset completed
Unable to complete factory reset

[Mandisa-TT]

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 changes have been made to the password.

[Mandisa-TT]

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

Yes
No
Don't know

[ChristoffBas]

No, nothing is connected to the red port

[Mandisa-TT]

Do you currently have an Ethernet cable connected to the WAN (red) port on the back of your WiFi Hub?

[ChristoffBas]

Yes - 20 minute power down completed

[Mandisa-TT]

I just need to capture details of the checks you've completed previously. I'll go through them individually so you can confirm what has been done so far. You have confirm that you have switched the router off and on again after.

Have you switched your router off for a full 20 minutes before powering it back up again?

Yes - 20 minute power down completed
No - 20 minutes power down not completed