Broad band down in ws7

[Tomcat13]

Any one else in ws7 with no broadband 

[amahle-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.

[Tomcat13]

No I haven’t done anything. It was working fine until 12.30 on Monday then it just went off. How can I tell if the WiFi name or password has been changed 

[amahle-TT]

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

[Tomcat13]

It’s still on a solid orange light and no service 

[amahle-TT]

The router has successfully connected to the Internet after the reboot.

We can now continue to work with you to investigate the issue you've reported to us.

[amahle-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.

[Tomcat13]

It’s just on solid orange light and no service 

[amahle-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.

[amahle-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.

[Tomcat13]

Now it’s back to solid orange and no service 

[amahle-TT]

It is attempting to connect, but I am still running checks on my end.

[Tomcat13]

It’s now flashing orange and white 

[amahle-TT]

Thank you for confirming.

[Tomcat13]

I’ve done all this. Including doing a factory reset and removing the cover from the wall box and plugging into the test socket. Nothing works. Maybe it’s the router or the filter that needs replacing. I’ve just switched it off and back on. It’s just flashing orange. 

[amahle-TT]

Please 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. Let us know when you are done, thanks.

[amahle-TT]

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the disconnection from the Internet.

If these steps don't resolve the issue then I'll look at other potential causes

[Tomcat13]

No. It was working fine up to 12.30pm on mon then just went off 

[Philile-TT]

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

[Tomcat13]

No 

[Philile-TT]

Are you currently using an Openreach Modem in your setup?

This is a a white device with several lights, which may be connected to your master socket. Typically it will have an openreach sticker on it.