A guide on troubleshooting common broadband issues.
We understand how frustrating it can be when your broadband isn't working properly. It's best to think of your Wi-Fi in your home as an invisible dome with your router in the centre. If its in the wrong position, or behind another electrical device like a tv, or near a window this will mean your router isn't delivering the best range or signal to your property. After all we don't want your Wi-Fi going out of the window instead of into your living room!
However if your router is in prime position and your having trouble with your connection, there are a few things we can go through before you get in touch with us!
Troubleshooting
First off, is it just one device or all of them? If your device has dropped off your network for any reason it may just need a restart or for you to reconnect in your Wi-Fi settings.
Secondly, is it just one website? Or can you load others up, if you can it may be the website in question has a fault rather than your broadband!
Thirdly, does Connect Fibre have an outage? Checkhere for any news of an outage.
Turn off the Router and ONT modem (the black box fitted to your wall) at the plug sockets for fifteen minutes and turn firstly the ONT and then the router back on to see if that resolves your issue.
Sometimes Wi-Fi issues are solved with this quick fix. It just gives everything a moment to refresh and start again.
Check your cables are secure.
If any of your cabling into the router or the ONT modem on the wall are loose, this can cause a connection issue. Be gentle, but test that they are firmly in place and see if that resolves your issue.
Can you resolve the issue if you plug in a device via an ethernet cable?
If your broadband comes back when you plug in a device to the router with an ethernet cable it could be a Wi-Fi issue with your router.
What colours are flashing on the ONT Modem on the wall and your router?
Checking the colours will be helpful when we come to troubleshoot the issue with you over the phone.
Have you press the reset button?
If you have 'reset' your router by accident this may cause it to struggle to hop back on to reconnect to the internet. We have another guide on this topic to help you.
We have a few other pages onReleasing your IP andthe Channel Finder which may also be of help in some situations.
If you are still experiencing connection issues and need a little bit more support, please contact our customer support team, you can call us, live chat, or email.
