FTTP Hey Broadband suddenly stopped working

Hi,

I am very green when it comes to all this so please be gentle!

I have FTTP with Hey Broadband - on Sunday my internet suddenly stopped working - my Orbi router is showing purple which means it is failing to connect to the internet and when I run a Windows drag I get 'Your DNS server might be unavailable' message. Hey broadband have been close to useless in helping me - they say there is nothing wrong on their end. I even tried a different router but with the same result.

I have an Adorn SDX 611 ONT as a bridging router to my Orbi. The Orbi settings are no different to what they were when everything was working so I am totally stuck and confused as to what the issue is. Anyone have any advice?

Thanks in advance.

Is there some form of ONT that the router connects to in your property ? By an ethernet cable probably …

What lights does this box show ?

Someone with a better understanding of Hey’s kit will be along in a while I expect. I don’t use them myself, hence the vague answers

In reply to a post by MidKnight:

I have an Adorn SDX 611 ONT as a bridging router to my Orbi.

What are the lights on the ONT? Does it look as the picture in this link?
https://www.adtran.com/611.html

Lights appear to be from left (on the picture) Power, Optical, Ethernet, Error.

Which lights are on?

Hi,

Yes its that one in the photo and from left to right three of the four lights are solid green (the far right one is off).

My Orbi router is showing purple and I tried another router and that also is unable to connect too. Its weird and I have ZERO clue why!

Edited by MidKnight (Tue 04-Oct-22 19:45:01)

Time to call your ISP for support.

Yeah - I have done that already and they just keep telling me it all looks good from their end! I am a bit stuck now to be honest as I don't know. enough about the ins and outs of the deeper router settings to know if something is wrong there. I will try and get them to get an engineer out but they have already told me an engineer won't look at my router so if he finds no faults are really am screwed!

Do you still have the router that you were given by the ISP?

Never had one - as I wanted to use my own they sent me the ONT as a bridge to the Orbi router and up until Sunday morning it had all been working without issue.

You can connect your windows laptop directly to the ethernet port of the Adtran ONT. Setup a PPPoE session with the PPPoE login details you would have been issued at the start.

At least see if you can get past the login phase.

Are you in Horsham by any chance? Looks like there are issues: https://status.heybroadband.co.uk/

I am close by (Billingshurst) BUT an engineer has just been out and fixed it - the ONT box had failed - he had never seen one fail before and all lights on the box were green but it wasn't transmitting data.

All resolved now!

Good that it’s resolved. ONTs do fail from time to time, but they are generally pretty reliable beasts.

How bizarre! The right-most green light should flash when data is flowing, so that might have been a give-away.

I’m the dim distant past (OK 2019) I had an Ethernet port fault with a Huawei 1+1. From the outside it looked, and appeared to behave as normal. Except that it absolutely wasn’t and refused to negotiate link past 100BaseT. A lightning surge on the other part of the network may have possibly, maybe had something to do with it 😎

Openreach came and replaced it the next day. I was on a business connection at the time with Cerberus. Response was errr snappy.