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mtmorris05
Beginner
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Message 1 of 5

Purple light on router

For the past few days my internet connection keeps dropping out and the purple light appears on the smart hub. Tried rebooting it, restoring to factory settings and plugging it into the test socket. The only thing that works to restore it is to make a phone call from the landline - this brings the internet back for the duration of the call and for maybe 30 mins after the call ends, then back to the purple light!

Any suggestions??

 

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Keith_Beddoe
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Message 2 of 5

Re: Purple light on router

@mtmorris05 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

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mtmorris05
Beginner
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Message 3 of 5

Re: Purple light on router

Phone works well, there is a bit of noise on the line though when I did the quiet test. Does that indicate a problem with the line in? 

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Keith_Beddoe
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Message 4 of 5

Re: Purple light on router


@mtmorris05 wrote:

Phone works well, there is a bit of noise on the line though when I did the quiet test. Does that indicate a problem with the line in? 


Yes.

If you do not get dial tone, or there is noise on the line, then you need to report it as either no dial tone, or a noisy line. Do not mention the broadband problem, otherwise it will end up in the wrong fault queue, and take much longer to be fixed. There are plenty of people who can fix phone faults, but not as many broadband people.

Once the phone fault is fixed, then the broadband will get better.

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mtmorris05
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Message 5 of 5

Re: Purple light on router

Thank you I will do that!

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