This article provides steps to help you troubleshoot your internet connection, such as slow speeds, intermittent dropouts and no active connection.

If it is just your WiFi connection that's not working, see these WiFi troubleshooting tips .

1. Check our Network Status.

• Check our Outages page to see if that's affecting your internet.

2. Turn all your hardware and devices off and on again.

• Power off all your hardware and devices at the wall, such as modems, routers, Fibre ONT, HFC cable ONT, switches, hubs and computers.
• Restart them after a minute, starting with the ONT (if you have Fibre or HFC broadband), then followed by your modem, router, then other network device and then the computer(s).

3. Check your modem lights.

• Power or PWR light:
  Solid green, modem is powered on.
  Flashing or solid red, your modem might be faulty. Contact us .
  No light, check your power cable is plugged in properly to the modem and the wall power point. Check the power point is switched ON and works. Try another power point.
• Internet light:
  Solid green, the internet connection is working.
  Flashing or off, contact us .
   
• Check your modem device guide  for further help with your modem lights.

4. Check your cables.

• Check that all cables are plugged in properly.
• Unplug and plug back in.
• Try new cables.

5. Unplug all hardware and device.

If you're on ADSL or VDSL broadband, try the following:

• Unplug all hardware and devices from all jackpoints throughout the house, e.g. phones, fax, SKY TV, monitored security or medical alarms etc.
• Plug your modem directly into a jackpoint (without a filter) and see if the Internet light comes on solid green. (Must be solid green, cannot be flashing or red).
• If the Internet light does not come on solid green, try the modem at a different jackpoint. Repeat this step on all jackpoints throughout the house until you see a solid green light.

Try our detailed isolation test .

Other things to consider.

Slow speeds.

The speed your device receives is the slowest of the links between your device and the internet. Connecting devices with an Ethernet cable is the most reliable connection and provides the most consistent speed. We recommend Ethernet if you're gaming, or streaming via TV. 

Understanding different broadband options.

Fibre and HFC broadband connections have set speeds as part of the broadband plan, e.g. 100, 200 or up to 950Mbps, and provide the stability and consistency to suit today's usage in the home and office.

Copper ADSL and VDSL broadband connections vary in speed, as speed decreases over distance, quality, age and condition of the copper cable, both into and inside the home. VDSL is generally faster and more reliable compared to ADSL, with ADSL being the legacy copper broadband option for homes who have access to no other broadband options. 

Understanding speed

The speed of data you receive is determined by the means of which you access the internet. This is made up of several parts: The speed of data your device can receive is determined by two factors:

1. Speed of your internet plan (referred to as 'WAN')
2. Speed of your modem connection to your devices (this is your ‘LAN’) The lesser of these two speeds is the speed you can receive, as long as your device has the capability.

The typical expected speed for each broadband is shown below: 5G / 4G - represents mobile generation technology.
AX/AC/N 5g, N 2.4g - represents Wi-Fi generation technology.

Newly connected equipment

Remove any new equipment connected to your hardware e.g. new handset, extension cables, switches, filters etc., and check if there are any improvements.

Check for spyware, adware and viruses

Scan your devices for things like spyware, adware and viruses etc. as these can slow your devices down. If your device is running slowly or under heavy load, the speed of your broadband can also slow, especially on high speed broadband as your device may not be able to push through the full rate of speed.

If you've eliminated all possible causes and you're still experiencing Broadband connection issues, contact our technical support team on 0800 438 448 - include details of the issue you are experiencing and troubleshooting steps you have taken.

If no fault is found with the network, you may need a technician to come to your property to review and fix the problem. A technician fee may apply.