Broadband problems guide
Broadband checks before you contact us.
⚡ Broadband problems guide
Broadband checks before you contact us.
1. Check whether it is all devices or one device
If only one laptop, phone or tablet is affected, the broadband itself may be working and the issue may be with that device, WiFi connection or settings.
2. Restart the router
Turn the router off, wait 30 seconds, then turn it back on. Allow a few minutes for the service to reconnect before testing again.
3. Check the router or ONT lights
Power should normally be on. Broadband, DSL, PON or Internet lights may show whether the line is connected. A red LOS light on a fibre ONT can indicate a fibre signal issue.
4. Try a wired connection if possible
If wired works but WiFi does not, the issue may be wireless coverage, interference, router placement or device-specific WiFi settings.
Still having problems? Send the checks through the portal so the team has the right information upfront.
Start support request