September 11, 2026
Experiencing a complete loss of broadband service can be frustrating, but there are several steps you can take to restore your connection.
In this guide, we’ll walk you through a series of checks and troubleshooting tips to help you identify and resolve the issue.
Follow the steps below to get your internet service back up and running as quickly as possible.
If you can connect to the internet but you’re experiencing slow speeds, check our slow speed guide here for tips on how to improve your connection
1. Check the power
The power light should be a stable green light if not check you are using the power supply provided with the router and it is plugged in and switched on.
2. Reboot your equipment
Many connection issues are simply resolved by rebooting your router – simply turning your router and computer off and on again.
To do this, turn off your router first by unplugging it from the socket. Wait 30 seconds and then plug it back in and wait for it to finish booting up. If this doesn’t help, reboot both the router and computer.
3. Check your setup
Make sure all cabling is plugged in correctly into the BT socket. Depending on the type of connection you have, you may need a microfilter. Make sure this is connected correctly and if issues persist please replace this to eliminate a faulty microfilter as the cause of your connectivity issue.
Still no broadband connection?
If you’ve complete the above first steps, and still have an issue with your broadband, you will need to diagnose the cause of the issue using the lights on the router.
| Light state | Meaning |
| Status light off | Router has no power |
| Internet red flashing light | Router configuration issue |
| Broadband slow flashing green light | The router is not picking up the broadband signal |
| Broadband stable green light | Router is working correctly |
| Broadband fast flashing green light | Broadband connection is working and transmitting data whenever packets are sent/received |
If the broadband light is green and you’re having trouble connecting, the issue may be with your device. Please test the connection with another device before continuing.
Resetting the router to the factory settings may help restore your connection. On the back of the router you’ll find a small port. You’ll need a pin to push into this hole for 30 seconds. The lights will flicker off and then you will need to wait two minutes whilst the router sets up.
Please note: carrying out a pin hole reset will reset the router to factory settings and remove any LAN configuration. Please only do this if you’re fully confident with this process
ADSL broadband – are you getting a dial tone?
If you have a traditional BT phone line in your property for your broadband connection, you may have a line fault impacting your connection. A quick test for this is to see if you can make and receive calls. If not, it’s likely you have a line fault.
Please refer to the Phone Troubleshooting Guide for no dial tone for more information
