
Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
Customer Reply
*****

Nice to meet you, *****!
Customer Reply
likewise

Have you ever experienced this issue before?
Customer Reply
no

Ok, is it dropping down on all your devices or only the TV?
Customer Reply
everything

How many devices connect to it right now?
Customer Reply
4 TV'S and 3 phones
they've all worked fine until now
they've all worked fine until now

Your internet may keep cutting out because you or your internet provider must resolve one or more issues. However, your modem also may be faulty, or you may have too many devices using too much data simultaneously.
What is your router model?
What is your router model?

Huawei, correct?
Customer Reply
Yes Huawei

Then, let's try to do a factory reset first to see if the problem occurs after that.
However, I must warn you: A factory reset restores the modem to the default settings – all remembered Wi-Fi connections and any user customizations, such as your Wi-Fi name and password, are erased.
Are you ok with that?
However, I must warn you: A factory reset restores the modem to the default settings – all remembered Wi-Fi connections and any user customizations, such as your Wi-Fi name and password, are erased.
Are you ok with that?
Customer Reply
ok but how would i get back to a wiring modern
working modern
working modern

You'll need to set it up as a new device.
What is your internet provider?
What is your internet provider?
Customer Reply
Spark

Then it'll be more automatic.
Customer Reply
OK let's do it then

However, before we start, please check the back of your modem. There should be a sticker with your default Wi-Fi network and password details.
Can you see it?
Can you see it?
Customer Reply
yes we've got Spark-D6PJUN-5G

Great! To factory reset your modem, do the following:
1. While the modem is turned on, insert a paper clip into the reset hole on the side, press down for 8 to 10 seconds until all the modem lights turn off, then release.
2. The modem will reset and then restart. This process can take up to 5 mins for the connection to establish.
3. After a factory reset, you must manually reconnect each WiFi device using the default password on the back of your modem to connect to the Network.
When you're done. Power and WAN light should be GREEN and steady. Internet light and a LAN light should be GREEN and blinking. The WLAN light should be GREEN and blinking.
1. While the modem is turned on, insert a paper clip into the reset hole on the side, press down for 8 to 10 seconds until all the modem lights turn off, then release.
2. The modem will reset and then restart. This process can take up to 5 mins for the connection to establish.
3. After a factory reset, you must manually reconnect each WiFi device using the default password on the back of your modem to connect to the Network.
When you're done. Power and WAN light should be GREEN and steady. Internet light and a LAN light should be GREEN and blinking. The WLAN light should be GREEN and blinking.
Customer Reply
Wiring through this now.
Using my mobile plan to connect
Using my mobile plan to connect

Tell me please , have you finished with my steps above ?
Customer Reply
All lights are back on except internet one which is flashing

Check please question above.
Customer Reply
Yes finished above ster

Good.
Have you tried to connect to Wi-Fi and open any webpage ?
Have you tried to connect to Wi-Fi and open any webpage ?
Customer Reply
Just tried FB on my phone and that works but TV not connecting to Netflix yet

Does it work with Youtube?
Customer Reply
Yep Youtube works on my phone

I mean on TV
Customer Reply
no not on the TV

Tell me please model and brand of your TV
Customer Reply
Just went to settings on TV and connected to D6PJUN-5G and Youtube now works

Great!
Is there anything else I can do for you today?
Is there anything else I can do for you today?
Customer Reply
Netflix now working
nope were good to go now.
nope were good to go now.

Happy for you !
I am so pleased to see your issue got resolved!
I am so pleased to see your issue got resolved!
No comments yet...
Comments