This morning a lot of people who own Belkin routers woke up to find they had no access to the internet. While their devices were connecting to their Wi-Fi networks and their modems were connecting to their ISPs, the router and modem seemed to be suffering from communication breakdown. After dealing with angry customers all day, Belkin said late Tuesday afternoon it had solved the problem and restored internet service to all of its customers.
Belkin said customers who don’t already see their routers working normally should try a reboot — unplug the box, wait a minute and plug it back in. If service isn’t restored in five minutes, Belkin asks customers to call its customer service line at (800) 223-5546 in the U.S. (Here’s a list of customer service numbers in other regions of the world.)
After numerous reports of internet outages surfaced this morning, [company]Belkin[/company] acknowledged there was a problem with at least four of its older routers: the F9K1102, F9K1105, F9K1113 and F9K1116. It gave those customers a temporary workaround this morning, basically telling them to manually configure their devices’ internet settings to connect to Google’s DNS servers. But it took it a lot longer to find the cause of the problem, which involved a communications failure between the affected routers and a site Belkin uses to test internet availability.
“Starting approximately midnight on October 7, Belkin began experiencing an issue with a service configured in certain Belkin router models that causes a failure when it checks for general network connectivity by pinging a site hosted by Belkin,” the company said in a statement.
At around 3:15 PM PT, we got notice from Belkin that it found a cure, though it didn’t provide any details on what steps it took. “We sincerely apologize for this inconvenience to our customers,” Belkin said in a second statement. “We are taking a number of actions to eliminate this sort of incident from reoccurring.”
This post was updated at 1:41 PT to add Belkin’s statement and provide details on the affected routers. It was updated again a 3:50 PT to note Belkin had restored service.