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Wifi hub not connecting to internet

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Steve-bowyer
Team Player

@OCE_Debbie @OCE_Chris @OCE_Michelle 

 

Hi all. Came home today to find new router. Plugged it in and still no connection. Just a solid orange led on the front after trying to connect. I have mentioned above that it is clearly a network issue as if I set a static ip, it says it's connected but will not allow internet access

Steve-bowyer
Team Player

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15519782462514329737028304342115.jpg

 

Steve-bowyer
Team Player

Oh and to add. I've tried to connect to the test socket. Still no connection to the internet.

Community Team

Hi Steve

 

Apologies for this.

 

I'm just sending you a Private Message to confirm some details so we can investigate this further.

 

Thanks

 

Debbie

Community Team

Hi Steve

 

Thanks for the Private Message.

 

I have escalated this fault for further investigation and I will post back on this thread as soon as I receive further information.

 

Thanks

 

Debbie

Steve-bowyer
Team Player

@OCE_Debbie ok thanks

 

what do you think it is??? both routers gave the same results

Steve-bowyer
Team Player

@OCE_Debbie @OCE_Chris @OCE_Michelle 

 

I think I may have an answer as to why my broadband service is not working...

 

I went on to my account and looked at the home safe extra that I have. It says I cannot view it as I do not have broadband package

Steve-bowyer
Team Player

Screenshot_20190308-210443_Gallery.jpg

 

Community Team

Hi Steve

 

Apologies for the delay.

 

This is the issue I escalated on Friday. I will post back on this thread as soon as I receive further information.

 

Thanks

 

Debbie

Community Team

Hi Steve

 

Just to confirm, has this now been resolved?

 

Thanks

 

Debbie

Steve-bowyer
Team Player

Hi @OCE_Debbie 

 

yes, we are back online

 

i have received a 3rd router, i will pack up and post back with the tester you sent out on the weekend

 

thanks for your help

 

Steve

Community Team

Hi Steve,

 

Thanks for the update and please let us know if you need any assistance 🙂

 

Thanks