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No broadband access

Hello,

At about 1am last night the broadband stopped working for all connected devices (ethernet and WiFi). I have a Hub 3.0.

I've been through all the troubleshooting guides. I've powered it off and on. Done a factory reset. Checked the status for my area and there are no reported outages.

The status is that the Hub boots and after a few minutes gets to a single solid white light, however there's no internet access from any connected device.

If I log into the Hub page 192.168.0.1 it says the status is "Wireless (On (2.4 and 5 GHz))", "Internet (Online)".

However when I run the "Network diagnostic tool" it says:

[warning symbol] Checking Broadband Service

[tick] Checking Ethernet Connections

1. Gateway IPv4 address is valid.

2. Your broadband connection is down.

3. The temperature of your Hub 3.0 is normal.

 

Any ideas?

 

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Re: No broadband access

Same here. It’s been offline since midnight. 

looks like it’s a network wide issue. 

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Re: No broadband access

Have you checked for “known network faults”?

As well as trying the “check service,” Area status webpage" (link at top right of this forum), there is also a Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level (that may not be listed on the Area Status web page which usually covers >1000’s of customers) - that may give you more info, but even that wont cover problems affecting just a few customers.

If nothing shows on there, try calling it in as a fault (on 150 VM line - or 0345 454 1111 others) and see what they say when they test your connection. If they say it’s a known fault, get a fault reference number – n.b.the UK call centre is still picking up

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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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