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Bernard1
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Bereavement - account name changed, but...

How long does it take for my internet to be active again.

The gentleman I spoke with said it takes about an hour but (at the time of writing this) it has now been 19 hours, I am not impatient but there is a huge difference.

The account name change seems to have gone flawlessly and the guy I spoke with was very helpful and courteous.

I have my telephone working and my TV working so now I need my BB up and running, any help/info will be very much appreciated.

Kind Regards

Bernard

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Synthetic
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Re: Bereavement - account name changed, but...

Hi Bernard, sorry for your loss.

What lights are showing on the superhub?

I'm guessing you've already tried a reboot of the superhub?

Also if you could go to http://192.168.0.1/ click on "router status" and get us a screenshot of the details from the downstream and upstream tabs we can potentially look at what's gone wrong.

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Synthetic
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Re: Bereavement - account name changed, but...

Hi Bernard, sorry for your loss.

What lights are showing on the superhub?

I'm guessing you've already tried a reboot of the superhub?

Also if you could go to http://192.168.0.1/ click on "router status" and get us a screenshot of the details from the downstream and upstream tabs we can potentially look at what's gone wrong.

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Bernard1
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Re: Bereavement - account name changed, but...

I have rebooted a couple of times, I have 3 green lights the top and bottom are constantly flashing and the middle one is solidRouter.jpg

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Re: Bereavement - account name changed, but...

Morning Bernard1,

 

Thanks for taking the time to post on the community.

 

I'm so sorry for your loss and the issue in getting the broadband re-connected.

 

I would like to help you further and get this resolved. From checking your account, there is an issue with the activation and for this we need to arrange for an engineer appointment to check this over. I've sent you a PM (purple envelope icon, right corner) with some details for you to confirm please. 

 

Hope to hear from you soon

Sam


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Synthetic
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Re: Bereavement - account name changed, but...


Samantha_L wrote:

Morning Bernard1,

 

Thanks for taking the time to post on the community.

 

I'm so sorry for your loss and the issue in getting the broadband re-connected.

 

I would like to help you further and get this resolved. From checking your account, there is an issue with the activation and for this we need to arrange for an engineer appointment to check this over. I've sent you a PM (purple envelope icon, right corner) with some details for you to confirm please. 

 

Hope to hear from you soon

Sam


Hey Samantha, I've noticed this happening in a few threads now - are you able to provide any further info on why this needs an engineer visit and can't just be activated on your end again? 

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Re: Bereavement - account name changed, but...

Hi Synthetic,

 

I appreciate your message in regards to the activation.

 

There can be a number of reasons as to why an activation may not go through. We treat each issue individually and we try as much as we can to get it working, however in some instances an engineer is required.

 

I did try to get this working for Bernard1.

 

Regards

Sam

 

 


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Synthetic
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Re: Bereavement - account name changed, but...


Samantha_L wrote:

Hi Synthetic,

 

I appreciate your message in regards to the activation.

 

There can be a number of reasons as to why an activation may not go through. We treat each issue individually and we try as much as we can to get it working, however in some instances an engineer is required.

 

I did try to get this working for Bernard1.

 

Regards

Sam

 

 


Thanks for replying Samantha Smiley Happy just me being overly curious as usual 

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Bernard1
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Re: Bereavement - account name changed, but...

My internet has just this minute come back on

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Re: Bereavement - account name changed, but...

Afternoon Bernard,

 

The broadband is now actually showing as fully activated this side, however the router is not showing any data.

 

Is the internet still working or has it gone offline?

 

Regards

Sam


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Bernard1
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Re: Bereavement - account name changed, but...

Still working fine and dandy (for now)

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