Connection issues

[#1]

I'm hoping someone can help, I've been experiencing issues connecting to the internet. My router light remains blue, showing that everything should be working, and the WiFi icon on my laptop shows that I'm connected to the internet but I can't load any pages on a browser. I've tried using an ethernet cable, which also shows that I should be connected to the internet but I still can't load anything. My other devices (phone and tablet) are saying that I need to sign-in and do not connect to wi-fi. This has happened in the past and after re-setting the router, everything worked again. Now after talking to the technical team and completing a factory re-set, the router light is blue but I still can't connect and doing a router re-set is no longer working either. My phone land line is still working as normal. Any ideas?

[#2]

Hello @ALM

Thanks a lot for reaching out and I'm really sorry to hear about the issues you're having. I can see that you've spoken to an advisor today and a fault has been raised. Were steps taken to try and authenticate the router with your account username and password during the call? Tests on my end appear to show that the router is in setup mode.

[#3]

Thank you for your speedy response, they must have missed that step when I spoke with the technical team. I've now amended the broadband user name from setup to my own and can now access the internet. I would still like the ticket left open as it has happened a couple of times, could this be a router fault?

[#4]

Glad to hear that that's sorted it.  I though [-Censored-] seemed strange that we had raised a fault when the router was clearly in setup mode haha!

The ticket will remain open for the next 14 days before closing itself, if anything goes wrong within that time, simply pop a comment on it and it will be returned to our faults team. Routers can lose their credentials in some instances such as a major service outage, so I wouldn't suggest a new router just yet.