Broadband down

Janiepie71 — Mon, 11 Oct 2021 20:17:13 GMT

Our broadband has gone down with red lights showing on the router. Switched off and on but still same problem. Can anyone advise?

Re: Broadband down

Chris_B — Mon, 11 Oct 2021 20:20:12 GMT

@Janiepie71 please see below what are the different coloured lights mean.

Lights	What's happening?	What to do
No light	The power is off or you’ve turned the lights off	If you haven’t turned the lights off using the Hub Manager, check the Hub’s power button is on, its power cable is plugged in correctly at the mains and power is turned on. If there’s still no light, call us on 0800 079 8586
Green light	The Hub is starting up	Wait a couple of minutes for it to start
Flashing yellow light	The Hub is connecting to broadband	Give it a minute or two to connect. The light will turn steady aqua when your Hub is ready
Flashing aqua light	The Hub is working but the broadband cable isn’t connected	Check the broadband cable (black with grey ends) is plugged in correctly and you’re using a filter, if needed
Yellow light	The Hub is working but isn’t connected to the internet	Connect a device to your Hub using a cable or WiFi. Open a new web browser window and follow the on-screen help wizard to get connected
Red light	There’s a problem somewhere	Turn your Hub off and on again using the power button. If the light still doesn’t turn aqua, use a paperclip to press your Hub’s factory reset button while your Hub is switched on. Hold the reset button in for around 20 seconds until the light turns green again. Then release the reset button and wait for the Hub to initialise again. If this doesn’t fix it, call us on 0800 079 8586
Aqua light	The Hub is working fine	If you can’t get online, there might be a problem with your computer, tablet or mobile device. Turn it off and then on and try again. If you’ve still got a problem, get some help from the manufacturer or supplier
WPS button and light	If it’s flashing blue, it’s waiting for you to press the WPS button on your computer or device (you’ve got two minutes). If it’s flashing red, it didn’t connect – give it a couple of minutes and try again. No light means that it’s connected successfully.

Re: Broadband down

pip11 — Mon, 11 Oct 2021 21:02:17 GMT

If you post which exchange you are connected to I can check in the morning if there any cabinet issues in your area and give you an expected fix date.

Quite often it could be specific to your line so the best test is check you have a dial tone on your phone line.

Re: Broadband down

XRaySpeX — Mon, 11 Oct 2021 21:21:44 GMT

@pip11 : No BB = Flashing Aqua..

Re: Broadband down

Juliejay15 — Mon, 11 Oct 2021 21:23:13 GMT

Hello my broadband is the same I have tried everything still red ?

Re: Broadband down

Jon_K — Tue, 12 Oct 2021 06:58:24 GMT

Hi @Juliejay15.

Welcome to the community.

Can you try turning off your router, removing the power cable from the back, then putting it back in and start the router back up?

Let us know if this helps.

Jon

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