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Recently moved address can't get online

Hi all!

I had my services transfered and installed at my current address 5 days ago. All went well until this morning and now no internet?

I have rebooted the hub - no luck

Reset the hub - no luck

Lights - Solid white power and nothing else

What can I try besides this? I have tried customer services for over 2 hours now and no answer yet, which is to be expected with current events

 

Many thanks

Richard

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Alessandro Volta
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Message 2 of 9
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Re: Recently moved address can't get online

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Re: Recently moved address can't get online

Hi thanks for your response that was really well put together and very much appreciated!

I have worked through your suggestions here is what I have:

  • No faults show in my area on the link or the phone line.
  • All Co axials are tight and damage free
  • BQM Link Here - Worth noting that I could only do this from a 4G hotspot and not my virgin connection
  • I can't get he option your refer to to check router status. The hub dashboard does however report the following:

Wireless(On (2.4 and 5 GHz)) 

Internet(Access denied)

I'm sure I'm doing something wrong so I'm ready to take further directions.

 

Cheers

Richard

 

 

 

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Superfast
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Re: Recently moved address can't get online

"access denied" is the reason for no internet.
you'll need to speak to CS.

-----------------------------------------------------------

My Broadband Ping - spgray

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Re: Recently moved address can't get online

I thought so I will make a cup of tea and get on to them. Thank you very much for the help
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Re: Recently moved address can't get online

I'm in an endless loop and can't actually speak to anyone. Are customer services actually open under the current lockdown conditions?

 

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Superfast
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Re: Recently moved address can't get online

yes they are.

-----------------------------------------------------------

My Broadband Ping - spgray

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Re: Recently moved address can't get online

Hey @richardgard08,

 

Sorry to hear that you've had issues with your connection, I have been able to locate your account and can see that your install order has been cancelled. Are you no longer taking our services or is this an error on your account?

 

 

Regards

Steven_L 

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Message 9 of 9
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Re: Recently moved address can't get online

Hi Steven,

Thanks for the response. Yes, the cancellation to my install order was an error. I have now resolved this issue with a Customer service technician. The error was that some form of code, which provided me authorisation to use my connection was missing(having been there previously?). Anyway, all is well now so we can mark this one as resolved 😀

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