This article lists the common issues you may encounter when your broadband fails, and how to check for and resolve them. Before embarking on the tests below it is worth checking that there is power to your broadband router!
DSL Light Check
Is present on most broadband routers. If this light is flashing this indicates a loss of signal on the broadband line. In this instance you should contact us or raise a support request here before proceeding.
Quiet Line Test
It is possible that there is interference on the phone line that carries the broadband signal. Testing the line for noise will establish if there is a problem.
To do this, plug a normal telephone handset into the phone socket and dial 17070, then select option 2 when prompted. You should little or no noise (crackling, buzzing, humming etc.) on the line. If you do hear noise you will need to raise a support ticket here.
If the first two checks have not identified a fault then re-booting the router would be the next step. This involves powering off the router for a minute or so, and then powering it back on. Note that it may take some minutes for the router to become fully operational.
Under no circumstances should you press the reset button on the router (often a small hole that you need to insert a pin into). This will cause the router to lose all configuration and it will cease to work until re-programmed.
Most broadband routers will be connected to the phone socket via a DSL filter. If you have a spare filter it is worth replacing the existing one in case it is faulty.
If all other checks have failed to resolve the problem, then you should carry out a thorough inspection of the wiring and cables in and out of the broadband router, to ensure that nothing has become loose or disconnected.