2degrees/Snap UFB stopped working?

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Delitus

25 posts

Geek
+1 received by user: 2

#180629 15-Sep-2015 18:42

Hello,

I am trying to remotely diagnose this issue, as I am overseas - Internet hasn't been working the whole day.

- Chorus ONT appears okay (green power/optical lights, yellow LAN1 light)
- FritzBox7390 reports that it is connected, and shows a public IP address. However, no calls can be made from DECT phones, and I cannot connect back remotely either.
- All clients connected to the FritzBox (either via Ethernet or wireless) cannot access the Internet either.

I have tried rebooting the router with no success. Anything else I can try or look into?

Thank you.

Aredwood

3885 posts

Uber Geek
+1 received by user: 1749

#1388251 15-Sep-2015 21:53

All you can do is call and report a fault. I'm assuming you just get DNS errors when you try to access the Internet?

2degreesCare

1537 posts

Uber Geek
+1 received by user: 274

Trusted

2degrees

#1388541 16-Sep-2015 14:10

Hey Delitus,

Thanks for your post, I've found your account from the username and everything looks OK as far as we can tell from this end, the account is currently online, with a public IP address and is pingable from our end.

I'd recommend getting someone on-site to call us on 0800 022 022 opt 2 if possible, and we can guide them through some further troubleshooting.

Thanks ^JOB

Delitus

25 posts

Geek
+1 received by user: 2

#1388767 16-Sep-2015 23:54

Issue resolved. I had a talk with the family yesterday, and turns out that the wrong router had been restarted. I told them to restart the "red spaceship" device, and all is working again. :)

By the way, thanks so much for taking the time to look into this issue from your end as well - really appreciate it!