Connection problems

Index

If you did not supply my equipment, how do I contact the manufacturer?

Router problems

• No lights are lit on the router.
• The internet light does not light up.
• The internet light is blinking yellow
• The ethernet (or usb) light is not lit.

Dial-up connection box keeps appearing.

Cannot connect to the web

Broadband is slow

How do I report a problem with my broadband?

Please complete and submit our internet support contact form, or call Customer Services between 09:00-19:00.

If you did not supply my equipment, how do I contact the manufacturer?

Here are the technical support numbers and web addresses for some of the most popular router makers.

Router problems

No lights are lit on the router.

This means there is no power.

• Check you are using the correct power adapter supplied with the router.
• Make sure the power adapter is properly connected to the router.
• Make sure the power adapter is connected to a functioning power supply.

If the router is still not functioning, please call our Customer Support Team on 0845 055 4000 to arrange a replacement.

The internet light does not light up.

• If the power light and the ethernet (or USB) light is lit, but the internet light isn't, this means that your service is not active. Please contact our Customer Support team to verify activation.
• If you have multiple phone lines, you may be connecting to the wrong one. Try connecting to a different line.

The internet light is blinking yellow

This means that the router is trying to connect to the Internet.

• If is does not turn green after a few minutes, disconnect all the phones on the line and reconnect them one by one using a microfilter with each. If it still does turn green, the wiring may be faulty. Please contact our Customer Support Team on 0845 055 4000.

The ethernet (or usb) light is not lit.

This would indicate that there is a hardware connection problem.

• Make sure the cable connectors are securely plugged in at the modem and computer.
• Make sure the computer is powered up.

Dial-up connection box keeps appearing.

Ensure your internet connection is set to 'never dial a connection'. To do this using Internet Explorer click the 'tools' menu, then click 'Internet options', then click the 'connections' tab. In the box named 'Dial-up and Virtual Private Network settings' the 'never dial a connection' option must be selected.

Cannot connect to the web

Try to “power cycle” your router. This is just a fancy way of saying turn it off and on again. This often solves many connection problems by forcing an reset of all the connection points in the network.

Shut down your computer, then switch off your router. Wait 30 seconds before switching the router on again. Wait another 30 seconds, then reboot your computer. You should then be able to connect.

Broadband is slow

Broadband can be a temperamental beast. All sorts of things can affect its speed, from the length of the line, to weather conditions, mobile phone signals and the number of people on the web.

If your connection seems particularly slow, here's a few tips to get it moving:

• Always connect your router to the master phone socket in your home, instead of an extension socket.
• Avoid using telephone extension wiring if you need to place your router away from the socket. Use a long ethernet cable instead. If you have to use telephone wiring, use round copper cable rather than aluminium, and try and keep it away from electrical sources to avoid interference.
• Leave your router switched on at all times. Turning your router off may save some electricity, but the software that monitors your connection's stability interprets the constant switching on and off of routers as instabilities in your line, and will automatically slow down your connection to try and compensate for the perceived problem. A constantly on router only uses about 1 unit of electricity a week, so there's little advantage in switching it off.
• Make sure you have microfilters attached to all the phone sockets that you are using, even if you're only using them to make calls.
• Use a router instead of a modem.
• Try and keep the router away from any electrical equipment that may cause interferance, like cordless phones, microwaves, and home theatre speakers.
• Connect to your router with ethernet cable instead of wirelessly.
• If you are using a wireless router, try and keep it in your line of site when at your computer.
• Set up security on your wireless network to ensure that you're not unintentionally sharing your connection with your neighbours.
• Reduce the strain on your computer's processor by closing background applications and unplugging any USB devices.
• Make sure you are using the most up to date version of your web browser. Old versions may load pages slower.