on 23-04-2022 18:56
My hub has been showing a solid red light (at the bottom of the router) for months now. As it wasn't affecting its performance, I just left it.
However, in the past few weeks it has become very temperamental. This includes numerous drop-outs a day, where it displays as connected (no internet) on any device trying to use it. As a household that watches TV predominately through streaming, it is becoming increasingly annoying. My wife and I also require the internet for work purposes.
I have tried unplugging, turning off, etc., which never solves the problem.
HELP!
Answered! Go to Answer
on 25-04-2022 15:27
Hi Hudsybear,
Thank you for your post and welcome to the community.
I'm very sorry to hear about the light and the issue with the service.
I have taken a look on our system and can see we have a reported SNR fault.
The fault reference is: F009789636 .
And the estimated fix date is: 25 APR 2022 18:00.
^Martin
on 25-04-2022 07:14
@Hudsybear wrote: targetpayandbenefitsMy hub has been showing a solid red light (at the bottom of the router) for months now. As it wasn't affecting its performance, I just left it.
However, in the past few weeks it has become very temperamental. This includes numerous drop-outs a day, where it displays as connected (no internet) on any device trying to use it. As a household that watches TV predominately through streaming, it is becoming increasingly annoying. My wife and I also require the internet for work purposes.
I have tried unplugging, turning off, etc., which never solves the problem.
HELP!
A red Base (Power) light can indicate that the hub is overheating, but if you see the Power light flashing green it may indicate that there is a loose connection in the network.
on 25-04-2022 15:27
Hi Hudsybear,
Thank you for your post and welcome to the community.
I'm very sorry to hear about the light and the issue with the service.
I have taken a look on our system and can see we have a reported SNR fault.
The fault reference is: F009789636 .
And the estimated fix date is: 25 APR 2022 18:00.
^Martin
on 26-04-2022 14:12
Hi Martin,
Thank you for the reply.
What does SNR mean? I managed to contact someone through WhatsApp but it wasn't particularly helpful ...
If this is fixed, should that solve my intermittent cut-outs?
What about ways to cool the router? The red light has been on for nearly 6 months and turning it off for long periods of time doesn't solve the problem.
on 28-04-2022 14:34
Hi Hudsybear,
SNR outages stand for sound to noise ratio, it affects your services causing dropouts and slow speeds.
They can last a while, how is everything looking for you now?
Zoie
on 28-04-2022 16:37
Hi Zoie
I had one last night (lasting on & off for about 20 minutes) and again this morning (lasting for about 10 minutes).
on 01-05-2022 11:45
Thank you for the update @Hudsybear and sorry to hear the issue is ongoing.
I have had a look into our system and I can see you have an upcoming appointment to resolve this issue. Please do let us know how the appointment goes and if you need any further help.
Thanks,