Hello I wish i was here to compliment the service my household is receiving but instead i'm here because i'm forced to ask the community for help.
The owner of the Internet connection in question is my fathers and has asked me for assistance with a repeating issue, i cannot determine the cause of the problem so il lay out the problem the best i can so we can brain storm this one.
- Package: High Fiber connection
- Router: HUAWEI HG633
Repeating issue:
Broadband light is lit green along side the usual (power, wireless & Ethernet) Internet light is solid RED This results in no connection at all, i accessed the router like i did last time to see what had happened and the IP Primary & Secondary are missing and the IPv4 states Connecting.....
we rang support the first time (just over a month ago) and they gave us the run around, script reading and simple troubleshooting and even elevated to a BT Openreach engineer coming to the property and checking out all the wiring inside the property and all the way to the relay box. came back with no issues detected.
After much frustration and 2 weeks of Internet blackout we finally got our connection restored but we weren't told what the issue was or the solution they used.
Now we have the same problem a month later, he has rang support as of 9am GMT and has been informed that we will recieve a call back in the next 48 hours. (never got rang back last time, we had to ring them back)
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- Solution steps taken: Router restart (10 seconds off then powered back on)
- Ip Retrieval (30 minutes off and back on after duration)
- Line checks: a "possible" fault detected (no further details)
- Removed all devices from the network (wired and wireless apart from the PC i was working on) & Manually entered IP address - no result
Now im stuck on what else i can do apart from go around in circles on the support. please help me, im a student in need of connection and i can only do my work and access the Internet from the college when this happens. (twice a week and i live a fair distance from my college)
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Suspicion Could the HUAWEI HG633 have received a new firmware version (12/04/2016) and failed so the connection can't be established?
My only support behind this was the connection crashed both my PC and my Xbox One and red light on the box appeared at 00:00:32am (backed up by the logs the router keeps each day)