Maintenance and Services
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      1. Frequently Asked Questions
      2. Maintenance and Services

      Internet issues

      Here are a few troubleshooting tips if you're having problems with your internet connection.

      Hyperoptic

      1. Check your Hyper hub router to see if the WLAN or 2.4GHz/5GHz lights are on.
      2. If they’re not, try pressing the WLAN/WIFI button. This should reconnect your WIFI.
      3. Factory reset the router – Press and hold Reset button at the back of the router for 15 sec and release. Wait for 2 minutes for the router to start.
      4. If this still does not work - Turn off the router. Wait for 15 sec. Turn back on.

      If you notice any problem with your router, there are a few steps that you can follow for basic troubleshooting.

      Check LEDs

      Power is off:

      Please check the On/Off button and, if it is off, turn on the router. If the On/Off button is on, please check the power adapter (Voltage and current must match values on back label on the router). Please change power sockets.

      WAN is off:

      Please check if the Hyperoptic router WAN port is connected to the Hyperoptic socket on the wall.  

      WLAN is off:

      Press WLAN button at the back of the router (or at the side of the router). Wait for 30 seconds for wifi to stabilize. Verify connection.

       

      LAN is off:

      Please check LAN cable contacts on the LAN port of your Hyperoptic router and LAN port of your PC. Try with different cable if possible.

       

      You can find the router manual here

       

      Pure broadband

      1. Use a pin or sharp-pointed pen to press and hold on the reset button for about 10-15 seconds.
      2. The power indicator should start to flash upon successful reset.
      3. During the hard reset, the only power light will be on and after 1-2mins the other lights will be back on.
      4. If this still does not work - Turn off the router. Wait for 15 sec. Turn back on.

       

      BT

      1. The factory reset button is on the back of the Hub just above the power socket
      2. With the Hub switched on, push the reset button for five seconds and then release it
      3. The Hub will now reset. This can take up to five minutes to complete
      4. When the light on the front of the Hub has returned to a stable blue colour, you can continue
      5. To reconnect to the Hub, you'll need to use the default SSID name and password on the back of the Hub
      6. If this still does not work - Turn off the router. Wait for 15 sec. Turn back on.