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Intermittent connection issues

Tuning in

For the past week or so we've been having on going connection issues, seems to be ok following a reset for a few hours/day and then happens again. 

I've noticed in the service status page there's TV issues (that say they'll be resolved the following day by 12, but it keeps moving a day each time the expected resolution time is reached) and tonight I've got the flashing red phone. 

Are you able to check for any issues in the area? Could it be related to the on-going TV problems? 

I have my work laptop connected by ethernet and this morning that wouldn't connect (no internet) until I reset the hub. 

Its a hub 3.0 if that helps.


Forum Team
Forum Team

Hi ps1982,

Thank you for reaching out to us in our community and welcome back, sorry to hear you have been facing connection issues for the past week and that the only way to improve it for a little while is a reboot.

I was able to locate you on our system with the details we have for you, I was able to run further checks and there is a potential issue which we are advising a Pin Reset, push a pin/ paper clip in the reset hole, it is important that it is held in for a timed 1 Minute, please allow 15 minutes to settle afterwards.
Please note if you have changed the Router password or any settings these will revert back to factory settings and will need changing back if needed.

Once this has been done and if you still face issues please reach back out so we can run further checks.


Thanks for the reply, Paul. I've done the reset this morning - all seems ok at the moment and the flashing phone icon has disappeared but I'll feedback further later tonight/tomorrow morning when a bit of time has gone by. 

Hi ps1982,

Thank you for trying the Pin Reset and for confirming it looks like it may have resolved the issue, if you do face any further issues and there aren't any known faults on our Service Status.

If no issues are showing you can run some further Diagnostic checks Via your Online Account.

If you do need any further help in the meantime, do not hesitate to reach back out.



It has died again, having to run off mobile hotspot now, even the Ethernet cable doesn't work. I know if I do a pin reset it'll work again for a bit. 

The message I get when connecting is 'Does not have a valid IP Configuration'. Everything connects to the WIFI fine but it says "Connected, No Internet"

Hi ps1982,

So I can assist further I will send you an invite into a private chat, once received click on the purple envelope to accept.



Hi ps1982,

Thanks for coming back to me via private message to confirm your information. 
I have booked you in for the next available appointment. To view this please sign in to your Online Account, once you
log in scroll down to Orders & appointments then click on View your orders.

If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.
Just to confirm, there will be no charge for this visit unless:
The technician diagnoses the faults as not being caused by our network/equipment
The technician discovers that the fault or problem relates to your equipment
The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 
Lets us know how the appointment goes.