Hi, is it anyone here are user of Unifi home internet broadband?

I have a problem of connection since last few days ago, the light of modem suddenly turned red from yellow. Which mean, I had connected to wifi but no internet. This is not happened to me first time as I was experienced this last year ago too. I had tried to configure the TP-Link router online, changing PPPoe password and reset the parameters again. All this are not work, the internet symbol of modem remain red.

My Unifi router is Archer C1200.

Also, I had submitted report to Unifi live chat, but they told me have to wait till the end of MCO only can send technician for repairing. Which mean I have to wait till 28 April (and this may extend again!)

Can anyone here help or provide some suggestions? Thank you.

This post has been edited by Vannessloh: Apr 12 2020, 12:09 AM

correct me if im wrong .... possible ur unifi port which located house outside have problem.... nothing u can do....

Troubleshooting steps:
1. Did you pay your TM bill, if yes then proceed to the next step.
2. Is your Unifi PPPoE username and password correct?
3. Are your TM modem and router cable connections correct and connected to the right ports?
4. Are your TM router configurations correct?
5. Check the conditions of the fibre cable that is coming into your house, sometimes faulty fibre cable can cause this problem.

This post has been edited by GOPI56: Apr 12 2020, 12:18 AM

You're right, actually the TM technicians came to the backyard of my house, but they can only check the pole that connect our residence Unifi ports and they told me no problem. The problems might be the optic fiber cable which connect all the way from the backyard to my house inside, or the internet modem problem.

The only thing I can't confirm is the condition of fiber cable as it's connect from the backyard to the rooftop and continue to the front of my house...

This happened to me last 2 weeks.

Did you received any sms from TM regarding your area maybe impacted by service disruption?? if no you can live chat via webs. You need to prepare, service number (your unifi number), Full name, Mobile phone)
After verification completed, They will help you to restart your connection and you need OFF & ON your router.

Operation only from 7am to 9pm during this MCO.
https://unifi.com.my/support/contact-us

Hi, thanks for your suggestions. Nope, I didn't receive any sms about the internet disruption issue. But I heard that something happened about the submarine hit the cable?

For Unifi live chat, I have do this many times and submitted report to send technician to my house. I had reconfigure the router, reset the PPPoe passwords. Open and off the modem and router numerous times until I have no idea what to do next...

This problem might be caused by a faulty fiber cable since the fiber cable is quite sensitive and can be easily damaged by strong winds or small wild animals.

During this MCO period, TM technicians can only work outside of your house. Additionally, they focus more on those critical services such as hospitals, police stations during this MCO period.

Ya, I'm wondering if it's sabotaged by cats here, they used to climb on the rooftop of the houses...which mean I have no chance to recover my internet back...

Try lodging a report to TM, they are able to perform outdoor checking.

This post has been edited by GOPI56: Apr 12 2020, 12:42 AM

Already lodged report and they had sent people over but only check the internet pole...nothing can do during this MCO period...

I hope you have a backup internet connection in that case. But you can try asking TM for a rebate for your service downtime.

I only have phone internet work as hotspot now, ya I had asked them and they will giving rebate if it's not my fault...but still hope they can recover my internet since this MCO is like no end at all...

Submarine hit the cable. maybe one of the reason.

you already submitted report, Just wait them to reply you. you can't do anything at this moments.

Hope MCO ends on April 28 and not being extended furthermore.

Ya I know...anyway thanks for your help.

Selangor might not ended so fast...so many people have been diagnosed Covid-19 everyday...

i heard Govt already plan for MCO phase 4 which mean quarantine another 14 days from 29April - 12 May if everyday cases hit 100+

i heard Govt already plan for MCO phase 4 which mean quarantine another 14 days from 29April - 12 May if everyday cases hit 100+

No....

TM do housecalls on 24/4 after reported same problem.
Suspected fiber optics problem but technician said as DECT phone is working, cable no issue.
Changed wireless router solved problem. Then blindspot at upstairs furthest away from router. Dell Inspiron notebook always show no internet. Tried extender etc but sometimes work and sometimes not work. Finally, solved issue by relocating my Dell from all the switches and wall plugs away say 5 feet(electronic distancing) resolved all problems on connectivity.

Hi May I know how u solved this in the end? I encountered this issue too

red light means no connection no matter what u do im sure u cant fix it. just live chat they will send technician next day to check

Mine has no red light.
My modem and routers light are all working well, can connect to the WiFi but no internet.
Have called unifi earlier they reset connection at their end but still same, they even said my connection appear to be fine at their end.

no internet on every devices or certain device?

All devices including desktop pc and laptops

Have you tried connecting a laptop or a desktop PC directly to the router using an Ethernet cable?

Hi I noticed it shows below msg on the d link page, is it I need to update the dns server manually in d link page myself?
Am using TM unifi and if yes what server should I input in order to enable internet connection?

Primary: 8.8.8.8
Secondary: 8.8.4.4