Help and Support

I cannot connect to Broadband. What can I do?

You can try fixing many problems yourself, with a few simple checks, some of the most common broadband problems are shown below:

Connecting to Broadband for the first time.

• Make sure that your activation date has passed - The service should be activated by midnight on the date provided in your welcome emails and letters.
• Check your network login and username are correct - These are in the first 2 emails we sent to you.

To see the progress of your order visit: Track an order.

Already Activated?

• Check your landline - if there’s a fault on the line it can stop your broadband connection from working. Check to see if there’s a fault on your landline.
• Switch your router off and on again - And, if the equipment is hot, let it cool down and look for somewhere better ventilated to keep it.
• Check software settings - If you're Firewall or Anti-virus settings are incorrect, you may not be able to connect. Further details and other software checks can be found in How can software settings affect my connection?
• Check there hasn't been a problem with your bill - if a bill hasn't been paid, we'll initially suspend the broadband connection. Registered users can check this online: see If your bill needs to be paid

Still not working?

You can identify, fix, report and track faults online at the Repair Centre.