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

[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.

[ChristoffBas]

It's constantly orange now.

[siphosethu-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.

[siphosethu-TT]

Thanks

[ChristoffBas]

Yes I rebooted the router 5 mins ago and it is flashing orange and white.

[siphosethu-TT]

Please confirm if you've rebooted the router. Thanks

[siphosethu-TT]

You are most welcome. 

[ChristoffBas]

Thank you.

[siphosethu-TT]

restart your router by either pressing the power button on the side or switching it off at the wall socket. Wait 10 seconds to ensure it fully powers down, then turn it back on.

A temporary issue may have occurred, which is stopping the router from connecting. Rebooting it will ensure it makes an attempt to connect again.

[siphosethu-TT]

Thank you, based on the diagnostics I've completed with you I've now initiated a reset of the configuration of your service with Openreach in order to resolve the Internet access issue. This can take around 5 minutes to complete.

I'll need to wait for this to complete before continuing. Once it's completed, I'll be asking you to reboot the router, so it attempts to reconnect after the configuration reset.

Please bare with me while this completes.

[ChristoffBas]

No, there is nothing connected to the WAN port.

[siphosethu-TT]

You're welcome, do you currently have an Ethernet cable connected to the WAN (red) port on the back of your Wi-Fi Hub?

[ChristoffBas]

Great, thank you.

[siphosethu-TT]

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 6 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[ChristoffBas]

No it's not. There just seems to be no broadband getting to the router at the moment. Can you suggest anything else I can try?

Nothing has changed since it was working ok earlier today.

[siphosethu-TT]

Is your router close to any other devices? Radio Frequency and stuff like that can affect your Wi-Fi's performance.