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Home Wi-Fi internet connection was lost

Status: Closed | Case Number: 0000001 | Created By: Jay | Created Date: 2020-12-18 04:40:46 EST

Problem:

Suddenly, my internet connection was lost and it shows the following error:


What I have tried: 

1. Restart my computer and phone

2. Tried connect to Wi-Fi from other devices

3. Power Off and On the Modern and router device 


 
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TS-Wiki Technical Support
Posted: 2020-12-18 05:11:10 EST

Hi Jay,


It seems that issue come from the Nucleus connect modern as the PON light is not On. This is a hardware issue, you need to contact ISP for the replacement. 

This could be the known issue for the Nucleus connect modern. The voltage for the Nucleus connect modern adapter has drop after years of using. As such, you can try to replace a new power adapter and monitor again. 


Regards,

TS-Wiki Support 

Jay
Posted: 2020-12-18 04:55:39 EST

Yes, I tried with a LAN. Not luck for this as well. The Wi-Fi router light is keep blinking. 

Here are the images for the 2 devices:

1. LINSYS EA7500 router

2. Huawei Nucleus connect 




TS-Wiki Technical Support
Posted: 2020-12-18 04:48:53 EST

Hi Jay,


Have you tried connect the internet by using a LAN cable? 

Could you please provide more detail for your modern and router device? e.g Take a picture of the lights on the device


Regards,

TS-Wiki Support

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