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I'm connected to Broadband, but I can't see web pages. What should I do?

If you suspect that you are not connecting to the internet at all, please run through the checks in I cannot connect to Broadband. What should I do?

If you are connected to the internet, but can't see most web pages, the following steps should fix it:

  1. Any problems in the area?
    Check our service status page to see if there's a problem where you are.
  2. Restart everything
    Restart your computer (or device) and router. Simple but often effective.
  3. 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.
  4. Check your firewall
    Got security software on your computer or device? Occasionally these go wrong so it's worth disabling it temporarily to see if this makes any difference. You'll usually find instructions on how to do this on the manufacturer's website. Remember both Microsoft Windows and Apple's OSX (MacOS) come with firewalls so you may need to disable these temporarily as well.
  5. Try using an IP address
    For any website to load it needs to translate the name of the website into the IP address used on the internet to identify where the website is. You can test if this has gone wrong by trying to access 193.113.9.162 in the address bar of your web browser.

    If you see the BT homepage pick your operating system below which will guide you through specifying your DNS servers to fix this.

    Windows 8 or 8.1
    Windows 7
    Windows Vista
    Windows XP (SP 3) - Microsoft ends its support for Windows XP, find out more.
    Mac OS
  6. Nothing worked? Try our online diagnostics
    Go to our Repair Centre where you'll be able to identify, fix, report, and track your fault online. It's simple to use but effective: we'll take you through a series of steps, run some tests on your line, and (if we can't fix the fault there and then), we'll arrange for an engineer to come out to you (where that's appropriate).

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