Intermittent problems with your Internet connection

If you’re experiencing intermittent problems with your Internet connection, please follow these steps:

  • Read our setup guide, to make sure incorrect internal wiring, equipment and router cabling are not causing the connection problem.
  • Switch off the power to your router, to your computer (remember to shut down your computer first), and to your network switch if you have one. Leave for 30 seconds, then power everything back up as normal.  Wait for a few minutes, then monitor the stability of your service for the next few hours to see if it has improved.
  • Check for any announcements we’ve made about your service or problems in your local area, by looking on our Home page or by calling our status line on 0800 027 0384. If there is an issue that’s affecting your service, please wait until this is resolved.
  • If you’re still experiencing problems, please gather the information in the Information we need and Diagnostic steps sections below, then call us on 0345 272 2666.

Information we need

To help pinpoint the issue, we need as much information as possible. Before you contact us, please make sure you have made a note of the following:

  • The troubleshooting steps you have already tried.
  • The colour of the status lights on your router when your connection is working, and whether there are any lights flashing.
  • The colour of the status lights on your router when your connection is NOT working, and whether there are any lights flashing.
  • Whether your service has always had this problem, and if not, when it first occurred.
  • Whether there have been any recent changes that might affect your service. A new extension socket or another telephone being connected can impact your service, but think about less obvious things such as environmental factors too. Even Christmas tree lights, electricity generators and welding equipment can cause problems.
  • Whether the connection drops are linked to your Internet usage. For example, does it always happen when you’re streaming video or performing a large file download, or is it random?
  • How often the connection drops (for example, whether it’s several times an hour, or twice a day, or once a week).  Please also note how long the connection is down for when it drops, and whether it regularly happens at the same time of day.
  • Whether the connection comes back up on its own, or if you have to reboot the router to get things working again.

Diagnostic steps

To help solve your connection problem, please go through the following diagnostic steps and note the results. If you need more information or don’t understand any of the steps, you can refer to the setup guide for further detail.

  • Using a standard telephone, listen to your line. Can you hear any crackling, hissing or echoing when you listen to the dial tone or make or receive a call? If you can, and we do not provide your telephone line, you may need to report this directly to your telephone provider.
  • Unplug all of the equipment from all of the sockets connected to your line, apart from your broadband router. This means disconnecting telephones, fax machines, satellite TV decoders and dial-up modems. Does this make a difference to the problem?
  • If your router is connected to the line through a microfilter, see whether using a different filter (if you have one) affects the problem. This step is not relevant if you have an SSFP master socket, which has an in-built filter.
  • If your router isn’t plugged into the master socket already, connect it to the master socket and see whether this improves your service.
  • Try removing the faceplate on your master socket, and connecting the router into the ‘test socket’ via a microfilter. Does this make a difference to the problem? This step is not relevant if you have an LJU or Line Jack Unit master socket.
  • If you have an alternative router please check whether it can get a broadband connection on your line.