Hi there,
Was switching over my extension cables which connects my ONT and router about an hour ago then upon plugging it back in I am getting errors to say it’s connected but no internet?
• Reset the ONT 3 times
• Reset the router 3 times
• did a ipconfig /flushdns
Still nothing, I am needing to get back online ASAP so solutions are welcome.
Anyone else experienced this, what can I do?
Might need a little more information
Are you using the supplied router? Any errors or information on the router.or logs?
Have you tried leaving both unplugged for a few minutes around 5-20 mins then plug ONT back in wait till it’s all green then plug the router back in
If that fails email: [email protected]
Nope, nothing. I have exhausted myself trying to fix this. I just don’t understand why my router (TPLINK AX1800) is now not connecting to the internet. Ever since I unplugged the ONT to just switch an extension cord it’s not not working.
• Broadband is solid green.
• Service is sold green.
• Ethernet is blinking.
I am completely out of solutions.
First thing, make sure you haven’t damaged the fibre when moving stuff.
Check your WAN/Internet settings in your router to see if you have an IP and gateway etc
If not, on the AX 1800 i think its Advanced->System> System Log
From there check for repeated DHCP requests “DHCP discover”
Report back.
Checked Internet stuff, no IP.
Checked requests in advance and it says DHCP is unavailable.
Theres the issue, you aren’t being assigned an IP by the sounds of it, as long as you have the router to set to DHCP on the wan config and VLAN 911 it should auto pull in your wan IP config.
Not much that can be done other than wait for @Yayzi_Team
Right, understood.
• DHCP is enabled.
• VLAN is set to 911.
Yayzi help me get this solved dudes. 
assign me an IP.
Although this doesn’t sound right, your router should at least be sending a DHCP Discover request, it’s basically sending out a broadcast request on the network hoping a DHCP server will respond.
Here are the logs:
Send DISCOVER with request ip 0.0.0.0 and unicast flag 0 (from 24:2F:D0:4E:9D:B9 to FF:FF:FF:FF:FF:FF)
Recv no OFFER, DHCP Service unavailable
Ok that clears it up, so yeah, job for the yayzi crew.
Nothing I can do my end?
We’re on it 
@Yayzi_Team ETA maybe? I need my internet by the morning at best
I don’t have an ETA yet, but the network team are on it as a priority
Understood but I’m still confused. How could I have an IP and be running merely hours ago, I disconnected for 20 seconds and now I’m completely offline with no provisional time? I’ve seen posts be ongoing for days and days concerning this issue and now I’m worried.
It seems to be a DHCP issue, we’ve seen this before (not often) when a power drop occurs. It certainly won’t take days to sort out. That much I can confidently tell you
Either way, we’ll have you back online soon so don’t worry
Okay, well how long did it take to resolve last time? I understand that soon can mean 1 hour to 3 or 4 days. I’m not trying to be difficult I’m simply wanting to understand how quickly this can be accomplished. This is very urgent as I have an important role within my company which requires me to be remote and online.
• How can I prevent this from happening again when I need to move my router?
• Please can you provide me any estimated time this will take to fix.
You’ll definitely be back online before 9am.
It’s looking more like the ONT didn’t like the several resets performed in fairly quick succession.
All your configuration from our end looks to be as it was, so no issue there.
We’re now awaiting CityFibre to do an ONT check, they open at 8am. Check takes around 15 mins and then you should be back online.
Only thing I would say in future if you ever turn power off and have an issue don’t reset/restart, just let us know 
All back online I believe