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!

Thank you ​@Cheyenne van Odido  I’ve made an appointment but the earliest one it on Thursday. 
 

this isn’t ideal at all really as my wife and I often WFH. 
 

​@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!