No internet - wired and wifi

[Smarshall]

Despite many attempts to reset my router I have now been without any internet connection either wired (which we used for the tv) or via wifi to other devices since we woke up yesterday morning. Assume a fault occurred overnight on Thursday. 

Automated phone line repeats same steps each time, not helpful at all and no other route to resolution!

[-tony-]

what hub is it and what are the lights doing

there is also a Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level

[Smarshall]

Hub 3.0 and just the power light on. More white then yellow… 

[Smarshall]

Also confirmed via the line that there are no local issues

[-tony-]

white/yellow light suggests all is ok with the input

try a power cycle - turn hub off for a few minutes and then back on see if the connection comes back - if not do a full reset

hold the button a good 30sec - dont guess time it

and

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream

if its an earlier hub button is top right

[Smarshall]

Thanks

30+ second reset hasn’t changed anything sadly

when I attempt to access router settings via 192.168.0.1 it just says “update in progress” and won’t allow me to view status

[-tony-]

strange especially with the power light looking as it should be

theres various posts on here about resets not working - never seen that myself but some hubs do seem to get stuck so try this

unplug all lan cables from the rear of the hub and do another reset - this time hold the button a full 60 sec - dont power off after that just let the hub sort itself out -  plug any lan cables back in and see if that helps

if not it needs some input from VM - either the hub is faulty or there is a line fault

[Smarshall]

Thank you. Will try that later. If only I could speak to someone at VM!

[-tony-]

you can ring but with what you have said the help will be to send a tech - staff here will look and book one if needed

[Smarshall]

Right. 60 second reset with lan cables removed hasn’t worked either. How do I get the staff here to book that in then? 😉