How do I fix my broadband connection issues?

If you have no connection, please check for any active Network Issues or Outages. You can do this here. Please do not call our Customer Service Team if you have received any communication surrounding a known outage. We will update you directly as soon as we have any further information. 

Please follow the steps below before reporting any issues with your connection to our team:

• Run a 15 minute power cycle of both your wall mounted device and router. Please make sure it is powered down for 15 minutes before restoring power again. 

• If a restart does not resume connection, check for any damage of the equipment or cables. If there is clear damage to the equipment, any cables or internal/external fibre damage, please call our team immediately on 01223 080790.

• If no, please check out our Service Down page. It will detail here further checks to make on your router. 

Device Specific Connection Issues: 

• After following the steps above, if you are experiencing issues on one singular device, whether that be no connection, speeds or accessing websites, we would always recommend reaching out to the device manufacturer as a first point of call. They may be able to help out with any device settings that might be causing you an issue. 

• If this is impacting multiple devices, please reach out to the team on 01223 080790 to discuss your concerns.

Range Concerns: 

• If you are experiencing drop outs across the property due to the range from the router, you can look at relocating the router to a more central location and ensure that there is nothing obstructing the router. If the router is in a great location already, it might be time to consider Connect Mesh. You can call us on 01223 080790 to discuss this with us. 

• If you already have Connect Mesh with us, please use the following links to help you check your Mesh Status:
   
  TP Link: How do I check the status of my TP-Link network and devices? &  What do the lights on my TP Link Router & Mesh mean?
  Linksys: What do the lights on my Linksys Router & Mesh mean?
• Relocate the Mesh node as it may be too close or too far away from the router. Please refer to our guides below for setting up your mesh: 
  
  TP Link - How to set up my TP-Link Mesh system?
  Linksys - How to set up your Linksys Mesh Node 
  
  
• If you are experiencing issues following on from completing necessary restarts, please call our team on 01223 080790 to assist with further troubleshooting.   

Speed Concerns: 

• Please complete any necessary restarts of your equipment 

• Check that the ethernet cable between the ONT and Router is CAT6 as this may be restricting your speeds if it is lower
• We have a helpful guide to follow to address any speed issues -  Why is my speed slow?  
• Understanding why there is a difference in Wi-Fi and Wired speeds is always important to know. Please have a read through the following guide to help you - Understanding Hardwired vs. Wireless Connections 

If none of these steps or guides solve the problem, give us a call – we’re happy to help!