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Losing connection with fibre broadband

First Timer

Hi all.


I hope someone can help me as I keep having problems where my wifi router shows as active but none of my devices receive a signal. 


I have a 1 1/2 year old that loves watching baby bum on Netflix and with no wifi coming through to any device my son cant watch it.


Hope someone can help


Many thanks 

First Timer

Check for Broadband assistance blackouts. Reboot the BT modem, your switch and your gear. Check your WiFi association is working accurately. Incapacitate the break highlight on your Broadband switch Prepaid Gift Balance.

Community Team - TT Staff



Following testing on this circuit, I have detected a possible issue with internal wiring, 

The next step will be to arrange an engineer visit to investigate further, to do this can you confirm:

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First Timer

I can't PM you

Community Team - TT Staff

Hi Chanice


Your account is not verified.  You need to verify your community account from the email.


Until this is verified you will not be able to PM.





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Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


First Timer

I have verified my account now 


I have had a new router sent out today but am still experiencing the same problem although I was told my previous router was faulty


White light stays on even though my devices don't receive internet.


I really don't understand what to do


Someone please help me 


Many thanks

Community Team - TT Staff

Hi Chanice


Apologies for the delay.


The line tests are all passing and the line is showing in sync and connected.


When you connect a device, does it let you enter the wireless password? (from the back of the router)