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Something wrong with your Broadband connection?

If you can’t connect or having intermittent connection issues, try restarting your router

If you are experiencing an issue with your connection, start by switching your router off and wait 5 minutes before turning it back on again to see if this helps restore the service.

If the issue is intermittent, please take note of the time of day this is happening and check on the lights of the router to see if the service is down, or if it's an issue with the Wi-Fi connection.

Check the lights

Check your phone's dial tone

When you check your phone and you find that the line is very noisy, this can cause problems with your broadband connection and needs to be checked out. Please look back at our phone problem section to see what you can do.

Make sure all the right cables are plugged in correctly

Plug your router into the master socket

Your master socket is where the line first comes into your home from the outside. Your router doesn’t have to be connected to it, but to get the best connection we advise it. It may be necessary to add a microfilter, depending on the type of master socket you have.

Different types of master sockets

Using filters

If you have a single socket like the one below, you will need to make sure you are using a microfilter. This will allow you to use both your phone and broadband service without issue. If you have extension sockets that you have phones plugged into, you will need to make sure you have microfilters in those sockets too.

A typical microfilter setup

Using Wi-Fi

For the strongest Wi-Fi connection, it's best to put your router: 
  • In an open space in your home or office, that's not on the floor
  • Away from any thick walls or electrical appliances
  • Close to your computer
We would advise you to carry out the above suggestions and if you believe it is necessary, take further steps to ensure you can get the best signal from your router.
  • By running a speed test and comparing your package details
  • Update your router's firmware to ensure no devices are uninvitedly using your Wi-Fi
  • Upgrade routers when appropriate or add extenders

Service status

Your problem may be due to an existing issue in your area, to find out please check out our Service status page for additional information.

If you’re still having problems

To report a problem please complete this form. This will come through to the support team to investigate for you.

Something wrong with your connection? Help form

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If you haven’t tried the service in the test socket we would advise trying this first as it may be that the front plate may be faulty and can be replaced by yourselves."

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