Internet not working for hours

This is getting ridiculous, still no internet after almost 24 hours!!

Individuel problems are not monitored. You need to call customer care so they can look at the status of your line.

I’m currently travelling and I cannot access my network/data for 24 hours. This is already happening second time in two months since I’m a T Mobile Thuis customer. Unacceptable! Can you or colleagues do something to fix this?

Hello @zef3215 

Is nobody at home? Sometimes restarting the mediaconverter and/or router can help but you can also look in your My T-Mobile account under storingen to see if there is a problem in your area.

No, the modem cannot be restarted right now.l. I On my T-Mobile account they say is working (like last time) but is not. This is definitely a T-Mobile problem and I can’t believe it takes so long to fix it :(

Hi @zef3215 

So, you are not at home, how did you establish that the t-mobile line is broken? I don't know what services you run inside, but if they jammed up the router, a restart is needed. That can not be done from the outside.

I have quite a few IOT devices at home and none are visible. How come that I never “jammed up the router” for 15 years with the previous provider? Nothing changed on my network set-up except the provider and the T-Mobile router. I’m quite sure this is a T mobile issue and as mentioned, this is happening second time in two months…

I understand.  But there could be a difference in the router between old and new provider.  If you have quite a few connections via wifi it could get too much? Again, this is also guessing.  If a restart brings it all back alive, and the amount of connections is indeed too high, a more advanced router could be needed. 

Some of devices are wired. I will get someone to restart the router but as mentioned, last time when this happened, I was at home resetting the router multiple times for nothing. However, I will like T mobile technical team to confirm indeed that router is the problem if that is the case.

The t-mobile team can not adress that. How.many devices in total are you trying to connect. Fixed and wireless more than 32? And how.many sockets do they keep open? If it is all in normal limits, no worry. Restarting the router is just to see if it brings it back online. If there was some maintenance on the connection,  it could benefit to restart the ONT as well.

I have about 10 devices connected all time. Things like solar panel inverter, security camera, P1 energy monitor, remote switch, thermostat and a NAS. Not an excessive amount and as mentioned, I never had problems with this before.

Indeed, just restart the ONT and router and see what happens. If it doesn't come back, than you can contact customer care.

Hi @zef3215, thanks for creating awareness for the lack of connection, I would love to see you enjoy Internet soon again! I see that your connection is still lacking stability, could you please try out the helpful tip of Eric and Waqqas to restart the white Huawei Media Converter as well? My advice is to unplug both the Huawei Media Converter and the modem from the power supply, first reconnect the Huawei Media Converter and after 30 seconds also reconnect the modem.

I'm curious to hear if it helped you out, I hope to restore your Internet connection very quickly!

Hi @Cal,

As indicated, I’m not at home currently and the modem+media converter cannot be restarted. When I will be able to do so I will update this thread accordingly. Thank you.

I just got home and as expected, both modem and media converter shows red lights. Trying to get hold of customer service now which is a nightmare…

Hey @zef3215, thanks for the update. 

I wanted to take immediate action but then I saw that you have already contacted our customer service and an appointment with a technician has been made! Would you please keep me updated on this? 

@Tommie The appointment is in a week from now - 11th of September. That would mean at least another week with no internet connection in my house. If you want to help, please talk with Guidion and see if they can come over earlier. I wrote to them on WhatsApp but no reaction so far…

Hi @zef3215, thanks for your quick reply. Unfortunately, I cannot advance the appointment. It is super busy at Guidion at the moment. The only thing you can still try is to call them on this number: 020-3232766 and ask if it is possible to bring your appointment forward.