Restart your equipment

1. Switch off your router for 30 seconds, then switch it back on again.

2. You should also switch off your PC, Mac, smartphone or tablet then switch it back on again.

Check your Wi-Fi connection

1. Check that the wireless icon on your PC, Mac, smartphone or tablet shows it’s connected

2. If the connection is weak or regularly drops out, try moving your device closer to the router

3. If you have an ethernet cable available, try connecting a computer to your broadband router using the cable and re-testing the connection. This will help to rule out a wireless issue as the cause of the problem.

Connect to the test socket

1. Find your BT master socket. This is the socket where the line enters your premises from outside.

If you have a single-port socket, detach the faceplate (on the lower half of the socket) by unscrewing the screws.
If there are no screws visible, there may be two tabs on either side of the faceplate. You’ll see another socket behind the faceplate. Connect your microfilter to this.

If you have a two-port socket (with separate ports for broadband and telephone connections), you must remove an additional plastic filter section after removing the faceplate.

Gently pull on this section to expose the rear test socket where you can connect your phone.

2. If you have a telephone, connect your phone into the test socket. Lift the handset and listen for a dial tone. If you can’t hear one, or if you hear a noise like crackling, popping or humming, contact us.

3. If there are no noticeable issues with the telephone service, connect your broadband router to the test socket (using a standard micro filter) to see if this resolves your broadband connectivity issues.
If it does, this could indicate a fault with, or damage to, your internal telephone wiring - particularly if you use your router on an extension.