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Router Lights FAQ  

My broadband / wireless connection isn't working properly what can I do?
Below is an explanation of the lights that show on your router and how to troubleshoot broadband connection problems.

Power Light: Off
Ethernet Light: Off
Broadband Light: Off
Wireless: On or Off
Internet Light: Off

If you have no lights on your router, it is either not powered up or it is broken. Ensure that the router is plugged in and turned on. If you still do not have any lights on your router after doing this you need to contact the equipment manufacturer. Primus only supply the two types of routers below. They both come with a 2 year warranty. In case of any fault with the router please contact the manufacturer on the contact details at the bottom of this page. If the router needs replaced the manufacturer will provide a reference that Primus can use to get a new router to you.

Primus Supplied Routers
NetGear DG834G
Speedtouch 585

Power Light: On
Ethernet Light: Off
Broadband Light: Off
Wireless: On or Off
Internet Light: Off

This would indicate that you do not have either your phone line or your Ethernet (network) cable connected to the router. Check your setup. If you need help to ensure that your setup is correct, please see our handy set up guide here will help you do this.

If you still do not have the Ethernet or broadband lights on your router after doing this you need to contact us for us so we can assist you with this issue.
Power Light: On
Ethernet Light: On
Broadband Light: Off
Wireless: On or Off
Internet Light: Off

This would indicate that you do not have your phone line cable connected to the router. Check your setup. If you need help to ensure that your setup is correct, please see our handy set up guide here will help you do this.

If you still do not have a broadband light on your router after doing this you need to contact us for us so we can assist you with this issue.
Power Light: On
Ethernet Light: On
Broadband Light: On
Wireless: On or Off
Internet Light: Off

The Internet light not being lit can vary from router to router but the generally because the broadband light is lit we know that there is a connection to the broadband equipment in your exchange, there just isn't an open connection to the Internet. This can be caused by a number of reasons.

The first element to check is that your login details are correctly stored on the router. Please see our handy set up guide here to help you do this.

If you still have the same issue after doing this you need to contact us for us so we can assist you with this issue.
Power Light: On
Ethernet Light: Off
Broadband Light: On
Wireless: On
Internet Light: On

If you are connecting via wireless and are unable to view web pages but have all of the above lights lit you need to check your wireless connection to ensure that your computer is actually connected to your router.

Try connecting your router to your PC via an Ethernet cable to ensure that the router is working correctly and that you can get a wired broadband connection.
If you are able to view the web while connected via the Ethernet you need to check your wireless adapter to ensure it is functioning correctly.

Try setting up the wireless network again from scratch.

If none of this resolves the issue then speak to the manufacture of the wireless adapter for support (if your wireless is built in you will need to speak to the manufacturer of your computer). Primus support staff can help try to get your service working but if the problem is with your PCs wireless receiver / adaptor they will not be able to resolve your issue.

If, however, you cannot connect via Ethernet then you need to contact us for us so we can assist you with this issue. You can email us at savers@primustel.co.uk form or you can call us on 08000 36 38 39.

Manufacturer - Netgear
Telephone No - 0844 8754000
Operating Hours - 24/7/365
Email Contact - via website
Website - www.netgear.com/support
Warranty Period - 2 Years

Manufacturer - Thomson
Telephone No - 0906 302 2114
Operating Hours - Mon-Fri 0900-17.00
Email Contact - dslcontact@thomson.net
Website - www.speedtouch.co.uk
Warranty Period - 2 Years

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