Help and Support

Summary: How to troubleshoot an 'authentication' problem.

Want to report a problem with your broadband? Report a problem with your service if you can get online elsewhere, or give us a call.

Before you do, we recommend following the troubleshooting advice on this page. You might be able to fix the problem yourself.

  1. How to troubleshoot the problem
  2. The problem is fixed but now my broadband's slow?

1. How to troubleshoot the problem

If the Broadband light's ON and the Internet light's OFF this means that although you're connected to the telephone exchange, you can't connect to our network.

If you want to get in tough about an issue, report a problem with your service, but we recommend following the advice below first, you might be able to fix it yourself.

Make sure your telephone line is working

If your telephone line isn't working properly, you'll also have problems with your broadband. Pick up a telephone handset and check for a dial tone:

  • If the line is noisy or you can't hear a dial tone: Report the problem to your telephone provider (if that's us, go to the Telephone troubleshooting guide)
  • If the line sounds clear and I can hear a dial tone: Check your settings

Check your settings

First make sure your connection username and password are entered correctly:

  • Username: - This is your Username, as shown in your welcome email
  • Password: This is the password you use to log in to this website

Also make sure your router settings are entered correctly.

  • Connection Type: PPPoA
  • VPI: 0
  • VCI: 38
  • Multiplexing: VC-MUX (or VC-BASED)

If you still can't connect after changing your settings, try a different router.

Try a different router

If possible, try a different router on your line.

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2. I've fixed the problem but now my broadband's slow?

Don't worry, it's normal to see a temporary drop in speed after a broadband problem is fixed. It can take up to three days for your speeds return to normal.

If your speeds don't increase after 2-3 days, take a look at our Slow speeds guide.

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Having problems with your broadband connection?

Report a problem with your service. It's faster by text.

Service Status

For full details of our current issues or any maintenance work that could be affecting your service please visit our Service Status site.

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