If your internet connection has stopped working completely, follow the steps below before contacting our Customer Service Team. Many connection issues can be resolved in just a few minutes.
Step 1: Check for a Service Outage
Before troubleshooting your equipment, check whether there's a known outage affecting your area.
Check Service Status
If there's an outage, our engineers will already be working to restore your service.
Step 2: Restart Your Router
A simple restart can often resolve temporary connection issues.
- Switch your router off using the power button.
- Wait 30 seconds.
- Switch the router back on.
- Allow up to 5 minutes for it to reconnect.
Step 3: Check Your Router Lights
Your router's lights can help identify the problem.
- Power light off – Check the power supply and ensure the router is switched on.
- Broadband/Internet light flashing or off – Your router may not be connected to the network.
- WiFi light off – WiFi may be disabled.
- All lights appear normal – Continue to the next step.
Step 4: Test Another Device
Try connecting a different device to your WiFi.
If only one device isn't connecting, the problem is likely with that device rather than your broadband connection.
Step 5: Use a Wired Connection (If Possible)
If you have a computer with an Ethernet cable, connect it directly to your router.
- If the wired connection works but WiFi doesn't, the issue is likely with your wireless connection.
- If neither connection works, continue to the next step.
Step 6: Check All Cables
Make sure:
- All cables are securely connected.
- The fibre equipment (if installed) is powered on.
- No cables appear damaged or loose.
Still Need Help?
If you've completed the steps above and your internet still isn't working, our Customer Service Team is here to help.
Please have the following information ready when you contact us:
- Your account number or postcode.
- A description of the problem.
- Which troubleshooting steps you've already completed.
- The status of your router lights.
