Help and Support

Solutions to common broadband connection problems

If you haven't already done so, it is important to try the following steps before contacting us, as these can fix the most common broadband connection problems.

Click the following link if you are connected to the internet but cannot view web pages i.e. the DSL light on the router or modem is a steady green or if you have a BT Business Hub 3, your Broadband light is steady blue.

Please follow these steps if your computer is not connected to the internet i.e. the DSL light on your router or modem or router is not solid green or on the BT Business Hub 3, your Broadband light isn't solid blue.

1. View our service status page or call 0800 169 0199 to check for broadband network issues in your area.
2. If you're connecting for the 1st time having recently ordered broadband, do not attempt to connect until after 6pm on the day of activation. You can track your order here. Also allow for up to an hour for a reliable connection to be established.
3. Shut down (turn off) your computer and router or modem completely, then turn them back on after approximately 10 seconds.
4. Check the line cord from your modem or router is connected to the master socket. This is the line where it enters your premises, normally with a BT stamp on it and nearest the front door.
5. Remove all other extension cables or additional phones plugged into the master socket so that only the line cord to the modem or router is connected.
6. Try using a different microfilter. It's possible that the microfilter you're using may be faulty. Also make sure each phone socket has a mircofilter connected, including your burglar alarm (if the alarm is connected to the same phone line as your broadband line).
7. Make sure the modem or router is not placed near a cordless phone base-station or a source of electrical energy (e.g. low voltage lighting such as Christmas lights).
8. Make sure the cables, hardware and software are set up correctly for your modem or router. Please see advice on correct set up for further help.
9. Check the username and password for connecting to the internet is correct. These will have been supplied to you upon registering for broadband and will not be the same as your BT Business email username and password. Click here to learn more.
10. Check if there is a problem with the phone line by plugging a phone into your broadband line and see if you can make or receive calls. If you suspect there is a fault, please report the fault at www.bt.com/business/faults or by calling 0800 800 154.

If you have followed the above advice and you believe there is a fault with your BT Business Broadband service, please see fault reporting. We aim to resolve the problem as soon as possible and provide regular updates on the status of repairs.