There are a number of reasons why your internet may not be working. Most connectivity issues can be sorted at home by double-checking your setup. 

If you haven’t already done so, it’s worth making sure that your cables are attached securely to the back of your router and then restarting it.

To do this:

  1. Make sure your router is plugged into the master socket.
  2. If needed, connect a microfilter.
  3. Switch the power off at the wall.
  4. Wait 10 seconds.
  5. Switch power back on at the wall.
  6. Wait two minutes for the router to power up and establish a connection to the internet.

You’ll find a guide inside the box your router came in. This can help you check that your setup is correct.

Have you just joined our service?

If your service is due to go live today, remember that this can take until midnight.

Problems in your area?

Occasionally, internet and/or telephone issues can be caused by problems in your area (outages). Openreach prioritises these faults to get your area back up and running as soon as possible. It's always worth checking with neighbours to see if they're also experiencing problems with their service.

Are you plugged into your master socket?

The master socket is where the telephone line enters your home and therefore offers the strongest connection. It's important that your router is plugged in here and not an extension socket.

Still experiencing issues? Please contact us here