I keep losing my Broadband connection. How can I fix it?
Before you contact us, please follow the steps below to identify and possibly resolve your problem.
- Check the service status page - there may be local service problems affecting your broadband connection.
- Try turning your router off and on again - we know this doesn't sound very technical but more often than not it will solve connectivity issues and saves you having to wait for an engineer to come out. If your router is particularly hot, switch it off and leave it to cool down before turning back on and look for somewhere better ventilated to use it in future.
- Try connecting to other web sites - if you can connect to other sites without any problems, the fault may lie with the Internet server of the site you are trying to connect to. For example: www.bbc.co.uk
- Check your microfilters and wiring - microfilters are the adaptors that connect devices (eg phones, answerphones, fax, burglar alarm, satellite) into your phone/broadband socket:
- Unplug all devices connected to your broadband socket.
- If you are using an extension cable, remove it to see if the cable is causing the problem.
- Plug your microfilters back in one by one. You may find that it is one device causing the problem. If so, change the filter for one of the other device's filters and see if the problem persists.
Still not working?
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You can identify, fix, report and track faults online at the Repair Centre.
Helpful downloads:
Download BT Broadband Desktop Help. This FREE download identifies problems with your broadband, email or wi-fi connection, providing suggestions on quick fixes - and can even fix the problem for you remotely.
Desktop Help can only detect and solve problems if you already have it installed.
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