My router is faulty, what do I do?

If you notice any problem with your router, there are a few steps that you can follow for basic troubleshooting.

1. Check lights on the router:

• Power is off: Please check On/Off button and, if it is off, turn on the router. If On/Off button is on, please check power adapter (voltage and current must match values on back label on the router). Please change power sockets.
• WAN is off: Please check if Hyperoptic router WAN port is connected to Hyperoptic socket on the wall. Check contacts, try with different Cat5e cable if possible. Factory reset the router if necessary.
• WLAN is off: Press WLAN button at the back of the router (or at the side of the router) and hold it for 2-3 seconds. Wait for 30 seconds for Wi-Fi to stabilize. Verify connection.
• LAN is off: Please check LAN cable contacts on LAN port of your Hyperoptic router and LAN port of your PC. Try with different cable if possible.
• Phone is off: Sometimes when new Voice service is enabled, please wait up to 1 hour to activate on Hyperoptic router. Factory reset the router if necessary.

2. Reboot the router – Turn off the router. Wait for 15 sec. Turn back on.

3. Factory reset the router – Press and hold Reset button at the back of the router for 15 sec and release. Wait for 2 minutes for router to start.

If none of the above works, please get in touch with our Customer Service team through My Account support request.