If you are having problems with your 4G internet connection, please see below for troubleshooting tips for the different types of routers that we currently have on site.
Draytek Vigor 2600LN
This is the type of router you have if it looks like the below:
Firstly, switch the router off at the wall, leave it for a few minutes and then switch the power back on again. Wait a few more minutes and then check your internet connection again.
If it is still not working, check what lights are showing, the ones that should be lit are highlighted below:
The first symbol highlighted is the power symbol, if this isn’t lit then check the power switch on the back is set to ‘On’. If it is, then this indicates an issue with the power supply.
The LTE symbol is your internet connection, if this is not lit then you do not have an internet connection. If it is blinking, then the router is trying to connect to the internet.
If the LTE symbol is not lit, check the symbol for the SIM card next to it. This should be a solid light to indicate that a SIM card is detected. If it is blinking then the router cannot detect the SIM card.
The last symbol is the WiFi symbol – if this is not lit then press the small white WLAN button on the back of the router to switch it back on:
IMPORTANT – Do not press the Factory Reset button as this will wipe configuration settings, you will have no internet and we will not be able to fix this remotely!
You can check to see if a router has been accidentally factory reset by seeing what networks are available to connect to from your laptop. If you cannot see ‘HomesSiteAP’ in the list and it just says ‘Draytek’ then the router has been factory reset. In this instance you will need to contact IT and in the interim hotspot from your phone for internet until we can get another router sent out to you.
TP Link TL-MR6400
This is the type of router you have if it looks like the below:
Firstly, switch the router off at the wall, leave it for a few minutes and then switch the power back on again. Wait a few more minutes and then check your internet connection again.
If it is still not working, check what lights are showing, the ones that should be lit are highlighted below:
The first symbol highlighted is the power symbol, if this isn’t lit then check the power switch on the back is set to ‘On’. If it is, then this indicates an issue with the power supply.
The second symbol is your internet connection – if this is not lit then you do not have an internet connection.
The next symbol is the WiFi signal, if this is not lit then WiFi is not switched on. To switch back on press the button highlighted below on the back of the router:
The last symbol on the right hand side indicates signal strength which will also determine the speed and reliability of your internet connection. If the signal is poor, try moving the router to a different position, i.e. upstairs, near a window etc.
If after trying the above you are still having issues, please log a ticket with IT either via email at itsupport@storyhomes.co.uk or by phone during office hours on 01228 891619.
In the interim for temporary internet access you can hotspot from your mobile phone, instructions for which can be found here: https://storyhomes.freshdesk.com/a/solutions/articles/42000094402
Other Routers
If you don't have one of the routers mentioned above then you probably have one provided by Grain, Virgin, BT etc. With these ones, try switching it off at the wall and back on again if you are having issues.
If you cannot resolve a problem by doing this, take a photo of the front of the router showing which lights are present and a photo of the back showing which cables are plugged in. Email itsupport@storyhomes.co.uk with these photos and a brief description of the problem and what (if any) troubleshooting you have carried out.
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