Pods stopped working after HUB reset

[TayloFamily]

We recently had a power cut, where once power was restored my HUB wasn't providing Wifi, the wired ethernet connections worked. I had to do a hard reset of the HUB in order to get the Wifi working again. However, not my Intelligent Wifi Pods no longer connect. Can i get soem help with which settings should be adjusted.

thanks.

[PhilipF]

Yes, called at 4.20 yesterday and told to wait 6 hours, still not working called 8 am told to wait 4 hour, call centre system down, but said recontact team. Using wifi for boxes as temp fix. 

[PhilipF]

Not informed they would in touch, tech yesterday said it was a provisioning issue. 

[Zak_M]

Thank you for coming back to us.

So the reason they have asked to call back is because we are currently having a business issues with our diagnostics tool meaning we are not able to assist you with this at the moment. 

Kind regards,

Zak_M

[PhilipF]

Thanks, I understand what your saying, but the purpose of the pods is to sort out flaky connections both ethernet and wi-fi, so until this is fixed the two V6 boxes do not function correctly, losing the wi-fi connection as the pods are not provisioned. i think it falls below the standard that I expect and infact recieved up till Friday.

[Zak_M]

Good morning @PhilipF 

All is up and running again this morning, sorry about that. 

Can you tell me a little more about the issues with the pods? Are there any lights on the pod at all? 

Kind regards,

Zak_M

[PhilipF]

Hi flashing green light on all three pods they don't appear on hub interface. have disconnected ethernet from 360 boxes and am using wifi which is a bit flaky.

Have rebooted hub, switched all three pods off and on rebooted 360 boxes on a number of occasion, as I mentioned before I was told by off shore second line support it is a provisioning issue and would take 6 hours to sort, 36 hours later...

[Zak_M]

Thank you for coming back to me. 

The WiFi pods look to be provisioned from here. 

Can you run though the diagnostics via this link. 

Kind regards,

Zak_M

[PhilipF]

I have undertaken the actions on three occasions to no avail. Why was I told it was a provisioning issue on Friday.  

[Zak_M]

Thank you for coming back to me. 

I am not sure why the provisioning issue was flagged,  I checked it too yesterday but with the system issues we had did suggest this was the issue. 

However,  I can confirm that there is a power level issue that will require a tech,  I have a feeling that the pods are not connecting due to that. 

Are you happy for me to book this for you? 

Kind regards,

Zak_M 

[PhilipF]

Yes go ahead, not tuesday or friday