New broadband hub problem.

[wJanet1]

Evening,

I have just connected my new broadband hub, I have a problem, the dashboard page is saying that I'm not connected to the internet, but the white light is showing, and I do have the internet. I have checked all cables etc everything is ok, can someone advise me what I should do.

Thanks 1JanetW

[Chris-TalkTalk]

OK thanks Janet. Could you reconnect the wifi hub and I'll check to make sure that it's running the latest firmware version

Chris

[wJanet1]

Hi Chris,

Thanks for your message, the router is Huawei HG633, the reason I was sent a new one was I have just renewed my Fast Broadband contract. But I'm having problems trying to connect a Ring security camera just keeps saying no internet.

Thanks

Janet.

[Chris-TalkTalk]

Hi Janet,

Looks as though the router is connected to the internet. Could I just ask what the make and model of the old router is and why have you been sent a new one?

Chris

[wJanet1]

HI,

Have just update my profile.Thanks

Janet

[Michelle-TalkTalk]

Morning,

Can you please update your community profile to include your:

• Name
• Telephone 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

[Divsec]

Hi @wJanet1 thanks for trying that, what does the dashboard page tell you on your spare router?

Which dashboard do you Jean, actually in the router gui or in "my account"? 

Your post has been escalated and you should hear tomorrow you could check your account details and add your landline phone number so the team can identify your account. Please don't post personal information here for security reasons. 

[wJanet1]

hi,

thanks for your message, yes, I have done a reboot it, but it's still the same. I've checked everything again so not sure if it's the hub itself, as I had to put the other router I had before and that's working fine.

[Divsec]

Hi @wJanet1 have tried rebooting your router?