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What to do if your internet is down

Struggling to get online? Don't worry, we'll have you back online in no time, be sure to check the following tips before contacting us.


Just joined or upgraded?

When you first join us or upgrade your package, your broadband will go through a stabilisation period. This can last up to 10 days, and it's normal to experience varying speeds and occasional drops in your connection during this time.


Do you have a fault?

See how your broadband is performing using our My Connection service . Run a connection test, check for issues in your area and get SMS updates on problems that are affecting your services.


Are you using your main phone socket?

Make sure your router is connected to your main phone socket rather than an extension socket. Your main phone socket is where your phone line enters your home, whereas extension sockets are connected to your main phone socket with wiring that isn't built for transmitting broadband signals. 


Do you need to use microfilters?

A microfilter is a small device that stops your phone signal from interfering with your broadband signal and vice versa.

  • You'll only need to use microfilters if you have a standard main phone socket, with one port on the front.
  • If you have a pre-filtered socket with two ports built in, you won't need to use them.

For your microfilters to work properly, you'll need to plug one into every socket you're using in your home. You'll get two microfilters with your router.


Are you set up correctly?

Your router's wires and cables can easily get knocked out of place or become loose over time. You should check that your equipment is all connected properly and set up correctly. Microfilters that are faulty or set up incorrectly can also cause connection issues. Here's how to get the most out of your microfilters:

  • Don’t use two microfilters by plugging them into each other.
  • Don’t plug microfilters into empty sockets; only the sockets you’re using.
  • If you don’t have enough microfilters for all the sockets you’re using, unplug some devices and leave them unplugged until you can get some more. 
  • Your microfilter might be faulty – try a different one to see if this fixes the problem.


Restart your router

To restart your router, simply turn it off at the mains and leave it off for 20 minutes if you have Fibre or for 30 seconds if your broadband is non-Fibre (ADSL). If you have a separate modem device that connects to your router (for example for products such as Fibre 150/250) than that device also needs to be turned off (along with your router) for 20 minutes.


Connect to your test socket

Your test socket is inside your main phone socket. When you connect your router to your test socket, you bypass all the internal wiring in your home and connect directly to the phone line outside. This makes it the ideal point to test your internal wiring for faults.


My Connection 

New: See how your connection is performing.