If planned maintenance is happening in your area, we'll send you a heads-up with all of the information leading up to the date.
If you're unaware of any planned work, we've outlined a few pointers below:
What to look for first
If you suddenly lose connection, first you should check all the cables and power sockets around your router. It may seem obvious but this is the most common reason to lose connection.
- The cables to the router are firmly connected and not damaged
- The cables to the ONT (black box) are firmly connected and not damaged
- Power sockets are switched on and not damaged
- Check the thin white fibre cable coming into your home for bends or damage
I've lost connection on specific devices
If you can see that you're able to connect to some devices but not another, the fault will be with the device that will not connect rather than an issue with your broadband.
What to try:
- Turn the device that won't connect off and back on
- Try to connect again whilst closer to the router
- Check the device software is up to date and update it if not
- Contact the support team of the device manufacturer for further help
The light on my router has changed colour
There's a single LED light on the top of the router.
When it's connected to the internet, it'll be a solid white light. If the colour changes, refer to the below table to know what it means:
Some of the lights on my ONT (black box) are out
The ONT has 4 LED lights, from left to right:
LED 1: Power
LED 2: Broadband
LED 3: Service
LED 4: Ethernet
When all of the LEDs are solid green, that means everything is as it should be.
If something doesn't look right with your router or ONT, get in touch with us over live chat and we'll have a look into it for you.