I'm trying to help my elderly father who has had no internet for a week. He is 250 miles away and not at all technically savvy.
He has been with BT for about a year and yesterday morning I asked him to turn off the router, with the intention of waiting for a while then turning it back on. My first question: How many boxes are there? He says he has a black one with three lights on it and a white one. I thought it was only one for the BT Hub.
He called me at six-thirty to say he had been trying to turn it back on all day and all three lights (Power/BB/Wireless) were now lit but he still cannot access the internet.
I want to call him this morning and ask if he has a cable running from the back of the machine to the router but is there anything else I need to understabnd about the
BT Home Hub. For instance what is this second box.
Is the ip address for the hub: 192.168.1.254?
Any other advice greatly appreciated. Apart from suggesting he contacts BT.
If he has fibre optic (BT infinity) they won't have changed the line - just installed an Open Reach modem (the white box). The fibre optic only goes as far as BT's green cabinet in the street - it's copper from there.
Why not try BT's support line. Bit more efficient than trying to diagnose a system from 250 miles away when you don't actually know the hardware concerned, whether it is a connection to BT that has failed or his internal network connection.