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What to do if your internet is down

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If your broadband stops working and you can't connect to Wi-Fi, here are a few things to check before getting in touch with us. 


Have you just joined TalkTalk or upgraded to Fibre?

When you first join us or upgrade your package, your line will go through a stabilisation period which can last up to two weeks. It's normal to experience varying speeds and occasional drops in your connection during this time.


Is there a fault in your area?

Head over to our service status page to see if there's a problem in your wider area. If the issue is unique to you, keep following these steps.


Are you using your master socket?

Make sure your router is connected to your master socket rather than an extension socket. Your master socket is where your phone line enters your home, whereas extension sockets are connected to your master 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 master 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, but if you need more you can buy them online in the TalkTalk shop.


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. You can purchase microfilters in the TalkTalk shop.
  • 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 30 seconds if your broadband is non-Fibre. If you use an Openreach modem, it needs to be turned off (along with your router) for 20 minutes.


Connect to your test socket

Your test socket is inside your master 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.

 

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