20-07-2021 10:58 - edited 20-07-2021 11:05
Came back from holiday and found no wifi (devices could not even 'see' router and no phone line. Router looked normal as regards lights showing and wired devices working OK. Tried all the usual and rebooted router etc but still same issues. I went through the automated help and eventually when all else failed did the factory reset option. After an hour of waiting and router not going to white light and even wired devices not connecting I turned router off and on and when it booted up everything worked fine. However the following morning now and phone not working again and wifi devices not connecting although this time they can 'see' the router and wifi name but will not connect saying cannot get IP address. My mobile signal at home is terrible so I cannot phone up.
Hoping someone can help me asap
on 20-07-2021 11:12
Hi KarenG61
Sorry to spoil the rest of your holiday,
Let me take a look at this for you
I will need to send you a private message to pass security
If you can check the purple envelope top right of your screen that would be great
Regards
Gareth_L
on 20-07-2021 11:50
have done this now
on 20-07-2021 11:52
Thanks KarenG61
Just checking this now
Gareth_L
on 20-07-2021 11:57
Hi KarenG61
I have had to book the first engineer appointment we have available
You can check and reschedule this appointment through your online account if you need to
You can also cancel it if the fault has gone
Can you please let me know how the visit goes
Gareth_L
on 20-07-2021 12:00
Thank you
on 20-07-2021 12:13
Hi KarenG61
Can you please let me know how the visit goes
Gareth_L
on 23-07-2021 08:50
Thanks Gareth. Engineer came yesterday and replaced router which was faulty all working now. Thanks for your help!
on 23-07-2021 08:55
Thanks for coming back to us @KarenG61.
I'm glad to hear that the engineer has been able to fix your router.
Regards,
Steven_L