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Losing connection with fibre broadband

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6 REPLIES 6
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Repeat Guest

Hi all.

 

I hope someone can help me as I keep having problems where my wifi router shows as active but none of my devices receive a signal. 

 

I have a 1 1/2 year old that loves watching baby bum on Netflix and with no wifi coming through to any device my son cant watch it.

 

Hope someone can help

 

Many thanks 

C.wintle
Highlighted
Newbie

Check for Broadband assistance blackouts. Reboot the BT modem, your switch and your gear. Check your WiFi association is working accurately. Incapacitate the break highlight on your Broadband switch Prepaid Gift Balance.

Highlighted
Community Team - TT Staff

Hi,

 

Following testing on this circuit, I have detected a possible issue with internal wiring, 

The next step will be to arrange an engineer visit to investigate further, to do this can you confirm:

  • That you accept potential Engineers charges
  • Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

To confirm you're the account holder can you reply to me via PM (Personal Message) with the following information: 

  • Full Name
  • Home telephone number or account number
  • Are you the account holder
  • 1st and 3rd characters of your telephone password

    NOTE: If you don’t have a telephone password why not add one now check out Setting up your telephone password for details

    If password is unknown, confirm the below:
  • Your registered email address:
  • Your registered mobile phone number:  

Note: Please do not post personal information directly in the Forums.

Thanks

 

Highlighted
Repeat Guest

I can't PM you

C.wintle
Highlighted
Community Team - TT Staff

Hi Chanice

 

Your account is not verified.  You need to verify your community account from the email.

 

Until this is verified you will not be able to PM.

 

Thanks  

 

Karl. 

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Highlighted
Repeat Guest

I have verified my account now 

 

I have had a new router sent out today but am still experiencing the same problem although I was told my previous router was faulty

 

White light stays on even though my devices don't receive internet.

 

I really don't understand what to do

 

Someone please help me 

 

Many thanks

C.wintle
Highlighted
Community Team - TT Staff

Hi Chanice

 

Apologies for the delay.

 

The line tests are all passing and the line is showing in sync and connected.

 

When you connect a device, does it let you enter the wireless password? (from the back of the router)

 

Thanks

 

Debbie