No internet after planned works.

[kas206]

Hi. We had planned works in our area yesterday. The internet went down and has not been back up since.  My router is showing a solid white light and I'm unable to reset it using the reset button. The light stays a solid white colour even after holding the pin down for 60 seconds. I had similar issues like this before and the router had to be replaced after an engineer visit due to the router dying. 

Could a mod please look into this for me. I'm in the E10 are of London

Thanks 

[jbrennand]

Check if the issue is still ongoing - try 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level. The "compensation "timer" can also be started on this number if appropriate.

Faults may not be listed on the Area Status web page. Areas are not Geographic” they are "legacy billing" areas) and as such that usually only covers faults affecting 1000’s of customers across the country. So 0800 may give you more info, on local issues - but even that wont cover problems affecting just a few customers - or just you.

[kas206]

I have run the test on the router and get a message saying "looks like the hub isn't connected properly" I have double checked all cables everything is connected properly. 

Im still unable to reset and only get a constant white light 

[jbrennand]

What Hub model is it ?

A dim white light is normal on a Hub3/4/5 for a good network connection. The Hub4/5 light starts out bright white when just switched on and then goes to dim after a minute or two once connection is made.

So what is yours doing?

[kas206]

I'm not getting a dim light. Just a bright light when it boots up then stays like that. I'm not getting any flashing of lights during bootup either 

[jbrennand]

OK - check whether the previous issues have been resolved. If nothing shows on either of those 2 then report back here

Try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.