Having issues with your connection. Slow speeds or noise on the line please take a look at the below, as a solutions could just be a few click away.
Broadband Issues
- Check your telephone line is working – pick up your telephone and listen for a dial tone or noise on the line
- If there is no dial tone (i.e. you are unable to make or receive a call), or if there is noise on the line, please see our Land Line Support as this may be the reason your internet is not working correctly. If your telephone line is working and is clear of noise go to step 3.
- If you have a standard telephone socket, you’ll need to make sure that any devices such as telephones, sky boxes, alarms etc. are connected via a microfilter on every telephone socket that you are actively using in the property. You don’t need to use microfilters if you’ve got a pre-filtered telephone socket.
- If this doesn’t fix the issue, please unplug all equipment from all your telephone sockets in your property. You should then connect your broadband router directly to your main telephone socket, this is normally located where the telephone line enters your property. (try not to use a telephone extension cable as it may impact your signal) Please see the set-up diagrams below, you don’t need to use microfilters if you have a pre-filtered telephone socket.
- If you’re still having problems test socket.
- Check your telephone line is working – pick up your telephone and listen for a dial tone or noise on the line
- If there is no dial tone (i.e. you are unable to make or receive a call), or if there is noise on the line, please see our Land Line Support as this may be the reason your internet is not working correctly. If your telephone line is working and is clear of noise go to step 3.
- Make sure the lights on your router are on. If not, check that your power cables are plugged in and switched on at the mains, and the router is switched on. If the lights are still not on, test the router using a different plug socket in a different room.
- If you have a standard telephone socket, you’ll need to make sure that any devices such as telephones, sky boxes, alarms etc. are connected via a microfilter on every telephone socket that you are actively using in the property. You don’t need to use microfilters if you’ve got a pre-filtered telephone socket.
- If this doesn’t fix the issue, please unplug all equipment from all your telephone sockets in your property. You should then connect your broadband router directly to your main telephone socket, this is normally located where the telephone line enters your property. (try not to use a telephone extension cable as it may impact your signal) Please see the set-up diagrams below, you don’t need to use microfilters if you have a pre-filtered telephone socket.
- If you’re still having problems test socket.
- Check your telephone line is working – pick up your telephone and listen for a dial tone or noise on the line
- If there is no dial tone (i.e. you are unable to make or receive a call), or if there is noise on the line, please see our land line support as this may be the reason your internet is not working correctly. If your telephone line is working and is clear of noise go to step 3.
- If you’re connected to your router using Wi-Fi, you should check if the problem still occurs with a device connected using an ethernet cable. If the problem only occurs on Wi-Fi please follow our Wi-Fi guide.
- If you have a standard telephone socket, you’ll need to make sure that any devices such as telephones, sky boxes, alarms etc. are connected via a microfilter on every telephone socket that you are actively using in the property. You don’t need to use microfilters if you’ve got a pre-filtered telephone socket.
- If this doesn’t fix the issue, please unplug all equipment from all your telephone sockets in your property. You should then connect your broadband router directly to your main telephone socket, this is normally located where the telephone line enters your property. (try not to use a telephone extension cable as it may impact your signal) Please see the set-up diagrams below, you don’t need to use microfilters if you have a pre-filtered telephone socket.
- If you’re using a computer, you can test the speed of your broadband by running a speed test, click here. Please run the speed test whilst your computer is connected to your router with an ethernet cable to give us a more accurate reading of what your actual speeds are. Running the test at different times of day will help us identify any patterns. The speed test will only work from a Mac or PC.
- If you’re still having problems test socket.
To help you set up your Broadband we’ve created guides for our routers
Your master socket
Your master socket is a white plastic box built into your wall, usually in your hallway or near your front door. It’s bigger than a normal phone socket because it’s the point where your external phone line comes into your home. It’s best to connect your router to your master socket.
You can use your master socket to troubleshoot problems with your internet, particularly if it has a test socket which can be found inside your master socket.
There are two types of master socket:
Standard master sockets have one port on the front. When connecting your router to a standard master socket, you’ll need to use a microfilter to stop your phone and broadband signals from interfering with each other. You’ll also need to plug a microfilter into every other socket you’re using.
Pre-filtered master sockets have two ports on the front. This means that your line is already split between your phone and broadband connection, so you don’t need to use any microfilters.
Not all houses have one, but if yours does, it’ll look like one of the images below:
Connecting to your test socket
Your test socket is inside your master socket. It lets you bypass the internal wiring in your house and connect directly to the phone line outside; making it the ideal place to test your internal wiring for faults.
If your master socket has a removable faceplate then it contains a test socket. If your master socket doesn’t have a removable faceplate, it won’t have a test socket (we don’t recommend forcing it to check).
Here’s how to connect your router to your test socket:
- Carefully unscrew the faceplate on your master socket with a screwdriver.
- Now gently pull the faceplate towards you.
- With the faceplate removed, you’ll see the test socket on the right-hand side.
- If you’re testing your router, plug a microfilter into the test socket.
- Then plug your router’s grey broadband cable into the microfilter’s ADSL/DSL port.
- If your connection improves whilst you’re connected to the test socket, then the problem is probably in your home.
- If the problem continues, then there’s likely a fault in your local area.
Land Line Issues
Your master socket
Your master socket is a white plastic box built into your wall, usually in your hallway or near your front door. It’s bigger than a normal phone socket because it’s the point where your external phone line comes into your home. It’s best to connect your router to your master socket.
You can use your master socket to troubleshoot problems with your internet, particularly if it has a test socket which can be found inside your master socket.
There are two types of master socket:
Standard master sockets have one port on the front. When connecting your router to a standard master socket, you’ll need to use a microfilter to stop your phone and broadband signals from interfering with each other. You’ll also need to plug a microfilter into every other socket you’re using.
Pre-filtered master sockets have two ports on the front. This means that your line is already split between your phone and broadband connection, so you don’t need to use any microfilters.
Not all houses have one, but if yours does, it’ll look like one of the images below:
Connecting to your test socket
Your test socket is inside your master socket. It lets you bypass the internal wiring in your house and connect directly to the phone line outside; making it the ideal place to test your internal wiring for faults.
If your master socket has a removable faceplate then it contains a test socket. If your master socket doesn’t have a removable faceplate, it won’t have a test socket (we don’t recommend forcing it to check).
Here’s how to connect your router to your test socket:
- Carefully unscrew the faceplate on your master socket with a screwdriver.
- Now gently pull the faceplate towards you.
- With the faceplate removed, you’ll see the test socket on the right-hand side.
- If you’re testing your router, plug a microfilter into the test socket.
- Then plug your router’s grey broadband cable into the microfilter’s ADSL/DSL port.
- If your connection improves whilst you’re connected to the test socket, then the problem is probably in your home.
- If the problem continues, then there’s likely a fault in your local area.
Wi-Fi Issues
- Turn your router and computer/device off for a few minutes, then turn back on
- Try moving your router and point it in different directions to see if you can improve the signal. Avoid putting the router in a corner of the room or on the floor or under furniture if you can,
- If you’ve got any other electrical or wireless equipment you can test to see if these are interfering by temporarily turning them off or moving them away from the router. e.g. TV’s, microwaves, baby monitors, cordless telephones or video senders.
- If you’re still having problems, please contact technical support on 0247 771 4322.
To help you set up your Broadband we’ve created guides for our routers
Usually, if you have no lights on your router, it simply means the power adaptor is not connected correctly, not turned on, or you’re using the wrong power adaptor.
If you have checked you are using the correct power adaptor, the power outlet is turned on and the router itself is turned on, you may need a replacement.
Simply call our Technical Support Team on 0247 771 4322, and we’ll be happy to help you.
A Wi-Fi Key, also known as a Wi-Fi password, allows you to connect devices such as tablets, mobiles or laptops to your broadband, via a wireless router.
It’s generally located on a label attached to the bottom of the router itself.