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Help and Support

Summary: How to troubleshoot a 'no connection' problem.

Before we can show you how to troubleshoot your problem, we'll need to know what the lights on your router are doing.

If you're using one of our Technicolor or Sagemcom routers, watch the Broadband and Internet lights for a few minutes - Click here if you're using a different router

Follow the instructions below according to what the lights are doing:

Both lights are off

There's either a line fault or a problem with your wiring, filters, router or telephone sockets.

Find out how to fix or report this problem to Customer support

The Broadband light's on and the Internet light's off

There's either a fault at the telephone exchange or a problem with your router settings.

Find out how to fix or report this problem to Customer support

Both lights are on

Your router is connected to the Internet. There may be a line fault but it's more likely to be a problem with your router settings.

Find out how to fix or report this problem to Customer support

I'm using a different router

The names given to the Broadband and Internet lights vary between models and manufacturers.

I can't find the Broadband Light

Try looking for DSL, SYNC or LINK. If you have a Netgear router, look for a lowercase i.

Can't find it? Here's a few examples:

Check the status of your Broadband light

I can't find the Internet Light

Try looking for a light with a tick or globe.

Still can't find it? Here's a few examples:

Check the status of your Internet light

Can't find what you're looking for?

If we've not been able to address your query through a support article please contact Customer support for further assistance.

Having problems with your broadband connection?

Use our Broadband troubleshooter to diagnose and fix the problem.

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.