How can I fix a lost broadband connection?

If your broadband connection is down – so you can’t get on any websites at all, not just the one that you were trying to get on when you noticed the problem – there are a few things you can check before contacting us.

We’d suggest working through each step in turn. When your lost broadband connection comes back, take a note of which step you reached. That way if it drops again within the next few days you can try the next step. 

  1. Is there a major fault in your area?

    If you can connect to the internet using a different device (maybe a smartphone) then check our service status page to see if there’s a problem where you are. If you can’t do this, call our free automated service on 0800 169 0199.

  2. Turn your router off and then on again

    No, really. We know this doesn’t sound very technical but just turning your router off and on is often enough to fix a lost broadband connection. If you keep your router off for 5 minutes and then turn it back on again this will also change a few settings at the exchange. If you keep having to reboot your router then there may be something else causing an issue.

  3. Check that your Hub is plugged in, turned on and there are no loose cables

    It sounds obvious but it’s always worth checking this first, just in case. Make sure that the power cable is plugged firmly into the Hub. Broadband customers using the Openreach modem, check if it’s turned on. Then check that the Ethernet cables are connected. Restart the Openreach modem by disconnecting/connecting the power cable.

  4. Change from wireless to Ethernet

    Wireless connections are like your mobile signal. Mostly stable but there’s a lot that can cause interference. If you can it’s a really good idea to try connecting via an Ethernet cable to see if you still have a lost broadband connection. If connecting directly stops the issue then you may need to look at the wireless settings on your hub. You can find help with wireless on our support pages.

  5. Check your extensions

    Extension sockets and leads aren’t very good for broadband. Make sure your router’s connected directly into the master socket on your line without any extensions cables. At this point it’s also worth trying the test socket on your master socket.
  1. Check your micro-filters

    If you’re plugging any item into a socket on your broadband line – phone, router, modem, fax, alarm, TV, whatever – you must plug it into a micro-filter before plugging it into the line socket. The only exception would be if your main BT socket is one of the two shown below as they do not require extra filters.

  1. Lost broadband connections are sometimes caused by a faulty micro-filter so it’s worth checking each one that you’ve got on your line. So disconnect every piece of equipment that you’ve got connected to your line then reconnect each item one at a time. Each time you reconnect something, check your broadband connection.

  2. Try the bare minimum on your line

    If possible only have one ADSL micro-filter with your router connected into the test socket. Instructions on how to do this can be found here. This step connects you into the BT network, bypassing any on site interference.
    It’s a really important step in our diagnostics and doing this before calling us would be a massive help.

    If you need to keep a phone on the line use an old school corded phone as these almost never cause dropping connections.

  3. Try another router (if possible)

    If you’ve got another router you can try, this is really worth doing. If you haven’t just skip to the next step.

  4. Use our online diagnostics

    Use your mobile phone if you need to and 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, we’ll 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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