Knowledge Base

No Internet Connection

If you are experiencing an issue with your internet connection, please follow the guide below to resolve the issue.

 

Need help identifying lights on your router – check our guides below

Technicolor TG588/TG589

 

Check the Power

The power light should be a stable green light if not check you are using the power supply provided with the router and it is plugged in and switched on.

 

Check the Broadband light, this is the Sync light and should be a constant green. Slow blinking or completely off indicates the router is not picking up the broadband signal.

 

If the broadband light is flashing – please follow steps under the No Sync heading

 

 

Internet light

Once a router establishes Sync it will then send an authentication request. If this is successful then the internet light will turn green. As the internet transmits data this will flicker whenever packets are sent/received.

 

If the broadband light is stable green – please follow steps under the Authentication Issue heading.

 

If the broadband light is stable green and also has a green internet light, this indicates the broadband connection to the router is all working. Please check your internal equipment for example you PC, laptop or wireless devices.

 

Issue

No Sync

If the Broadband light is flashing, please follow the below:

 

Is the line getting a dial tone?

If not, then this indicates a possible line fault. Any line fault present on the line will adversely affect the internet connection.

Please refer to the Phone Troubleshooting Guide for no dial tone.

 

Reboot your equipment

Many connection issues are simply resolved by rebooting your router – which is simply shutting down and turning your router and computer off and back on again. To do this power down your router first by unplugging from the socket. Wait 30 seconds and then plug it back in and wait for it to finish booting up. If this doesn’t help, reboot both the router and computer.

 

Check cabling/setup

If the line does have a dial tone, you can continue checking the setup. Ensure all cabling is plugged in correctly into the BT master socket. If the router plugs into a micro filter, please replace this to eliminate a faulty micro filter.

See below how to check from the test socket. See below:

 

Test with a different router

If possible test with an alternative router. The most common cause of internet problems is faulty equipment. Borrow or swap the router and configure it with your connection details.

Authentication Issue

If the broadband light is constant green and the router is showing a Red internet light, please follow steps below.

 

Reboot the router

Many connection issues are simply resolved by rebooting your router – which is simply shutting down and turning your router and computer off and back on again. To do this power down your router first by unplugging from the socket. Wait 30 seconds and then plug it back in and wait for it to finish booting up. If this doesn’t help, reboot both the router and computer.

 

Reset the router by carrying out a pin hole reset

Please note carrying out a pin hole reset will reset the router to factory settings and remove any LAN configuration you may have setup. Please only do this if you are fully conversant with this process.

On the back of the router, you will find a small port, you will need a pin to push into this hole for 30 seconds. The lights will flicker off and then you will need to wait two minutes whilst the router sets up.

 

Configure the router

If you are using the Technicolor router supplied by Daisy, please follow the Router Configuration Guide relevant for your router. You will need your username/password for configuration settings

 

If you are still having issues after following the above guide please contact us on 03333 200 999.

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