Basic Broadband Troubleshooting

Internet problems are frustrating, but many of them can be fixed quickly with a few simple checks. This guide walks you through practical steps to get your connection working again.

Step 1 – Restart your router

The easiest and most effective fix is also the simplest: turn your router off and on again.

To do this properly:

• Switch the router off at the plug
• Wait at least 30 seconds
• Turn it back on
• Wait a few minutes for it to reconnect

This alone solves a surprising number of connection issues.

Step 2 – Check your cables

Loose or damaged cables are a common cause of broadband problems.

Check that:

• The power cable is firmly connected
• The broadband or phone line cable is secure
• No cables are damaged or bent
• Filters or microfilters are connected correctly

Step 3 – Identify the real problem

It’s important to work out whether the issue is:

• Your broadband connection itself, or
• Your Wi-Fi signal inside the home

Try connecting a laptop directly to the router with an Ethernet cable. If the internet works fine when wired, the problem is likely Wi-Fi rather than broadband.

These guides can help with Wi-Fi issues:

• Fixing Slow Wi-Fi at Home
• Router Placement Tips

Step 4 – Check for service outages

Sometimes the problem isn’t in your home at all. Broadband providers occasionally have network outages in local areas.

Check your provider’s website or service status page to see if there are known issues.

Step 5 – Test on different devices

If only one device can’t connect, the problem may be with that phone, tablet or computer rather than the broadband.

Try:

• Restarting the device
• Forgetting and reconnecting to Wi-Fi
• Checking for software updates

When to contact your provider

If you’ve tried all the basic steps and the connection is still not working, it may be time to contact your broadband provider.

They can:

• Run tests on your line
• Check for faults outside your home
• Send an engineer if necessary

If problems happen regularly

Frequent dropouts or slow speeds can sometimes mean:

• Your router is old or faulty
• Your Wi-Fi setup needs improvement
• Your broadband package is no longer suitable