Router has power but devices can't reach the internet

There can be several reasons for this. Please check the following:

• If you have another means of accessing the internet such as a mobile phone, check our network status page at b4rn.org.uk/ns and see if there is a problem in your area.
• If the Internet light is green and active (labelled with a <> symbol on a Genexis router, labelled as Internet on a Zyxel router) and you can’t access the internet then read the item “No internet after a power cut or coming home after time away”.
• If you have a Zyxel router, check that the SFP and Internet lights are green. If they are both blank then this could indicate a physical problem with the fibre. The Zyxel router has a white fibre patch lead from the router to the white B4RN box on the wall. Check that there is no damage to the lead such as kinks or chewing by pets. Has the lead been caught and pulled out of the white box? If the patch lead is damaged, please contact us with a photograph of the damage.
• If you have a Genexis router and the Internet light (which has this symbol below it <>) is blank, this could indicate a physical problem with the fibre. Contact us so we can talk through tracing the problem.
• It's possible the Wi-Fi has been turned off on the router by accident. See "Wi-Fi has stopped working".

You should only factory reset your router if we've asked you to do so.