no internet

Hello ​@Dwayne007 

Do you have fiber or DSL and is the intetnet light red? If you have fiber which lights are on or blinking on the mediaconverter?

Welcome to our community! ​@Dwayne007 

I can imagine you want to be able to enjoy our services again. My sincere apologies for this inconvenience. I’m going to help you get this resolved! 

I’ve immediately looked into the system. However, the last 4 digits of your bank account number are not matching. Can you please check this and update your community profile? Once the verification is complete, I will immediately take a look if you let me know when you’re ready in this topic. 

Can yo also please tell me what the light on the router are doing (on/off, colour)? 

In the meantime, I do want you and your wife to be able to use the internet. That’s why I want to send you an Unlimited vouchercode. In case you have an Odido or BEN sim card, the code works instantly. You can then set-up a hotspot and connect this to your other devices. Let me know if you’re interested in this. I will send you the codes straight away!

Hello ​@Teresa van Odido thank you for the reply,

My wife actually bought an unlimited data package last night which will expire in 24 hours, so yes a code would be very helpful. I have updated my community profile. 

The one off colour is green

​@Dwayne007 

What do you mean bu the one off colour is green?

I'll send you a voucher for 7 days unlimited data.

Thank you, I mean when you turn it off and on again the light is green

​@Dwayne007 

Is the globe green? 3rd light from the left? You should have internet than, if you connect a laptop with a cable, does it have working internet?

No there isn’t a green globe only a flashing wifi signal

May I have this voucher please I’m home now from work and I’ve got some work that I need to do over the weekend

Hi ​@Dwayne007, I've send you a new vouchercode via a private message. Also I have checked your connection right away. As I can see that you are not receiving any services and I can't fix it from here, I have made sure you can make an appointment with Guidion to get this fixed. Please make the appointment. When you are back online, you can let me know so in this topic. I will then credit the periode you were offline. Good luck!

​@Dwayne007 I agree that Thursday is a bit far away. My sincere apologies there was no earlier option available. I can’t promise there will be a spot, but I’ve immediately e-mailed my colleagues at Guidion and asked if they could arrange something for you. They will contact you to discuss the details. 

Please let me know if there is anything else I can help you with in the meantime. I’m always happy to assist! 

My booster isn’t working any more, is there something we can do?

Hi ​@Dwayne007, I would love to help you with this! Is the wifi booster not turning on anymore or is there another issue? Also I see that the verification of your information has expired. Can you please add your zip code, house number, date of birth and the last 4 digits of your bank account number to your profile? That way I can look into this for you!

okay one moment, we just came back from summer holidays 

Hello I have added the details 

The booser tuens on but it no longer reaching the top floor of the house, and it was working fine before 

I’m starting a new job next week and urgently need this fixed.

Hi ​@Dwayne007, thank you for providing your details. I have checked for you immediately, but I can't see anything unusual in my line measurement. I just can't see the wifipoint in the measurements. Could you please reset and reinstall the modem and wifipoint? Does the wifipoint then work? Does the wifipoint work when wired in the modem, or not at all? Could you also tell me exactly which lights are on the wifipoint? With that information, I can investigate the issue more effectively! 

I have completed your instructions and these the lights I see

Hi ​@Dwayne007, did you reset both the modem and the wifipoint? I'm still waiting for an answer to my question: does the wifipoint work when connected via cable? Does the link light (the second light) turn orange, or does it not turn on at all? I'm also curious about how far away the wifipoint is; it may be too close or too far away. Could you test it at a distance of around 6–7 metres? I look forward to your feedback! 

The internet connection at my house has been down since 2 am this morning. I am reporting this from postcode 1422ME, Uithoorn. I have a fiber optic connection.

I got a mail that there was a maintenance in my area around 2:22am, which was fixed apparently around 3:18 am. However this isn't the case. Until now there is no internet connection back in my house.

I have tried my best by following all the videos on unplugging the connector and modem and then reconnecting, this hasn't worked at all. My office work has been impacted as I work in a shift

Hello ​@vcsm 

Have you also restarted the mediaconverter? Which lights are on or blinking on it and is the globe on the router red?

Also fill in all the privé fields in your community profile.