Broadband Faults
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Broadband faults can happen at the most inconvenient of times and are often very frustrating. If you get a fault on your line then we'll work with you to get it fixed as quickly as possible.
To find out what's happening we'll need you to check your setup and run a few tests. Here we'll explain what you'll need to do.
If we've missed anything, use the Help Assistant to let us know.
Before you Begin
Basic Checks
There are a few things that you should look at before reporting any fault, find out what they are here.
Setup Guides
It's worth making sure that your hardware is setup correctly. If you got yours from us, you'll find the setup guide for it here.
Guide to Fitting Microfilters
A lot of connection problems are caused by microfilters being put in the wrong place. Find out how to set things up properly here.
What Kind of Fault Do You Have?
There are 3 different types of broadband fault, follow the guide that best describes the problem you are having.
No Connection
If your computer and hardware are set up and you can't connect to the internet, we'll go through what you need to check here.
Dropping Connection
Does your broadband connection drop out while you are using it? Check this guide for help.
Slow Speeds
Having problems with slow broadband speeds?
Reporting Your Fault
How to Report a Fault
If you've followed our guides and found a problem with your broadband, we'll show you how to report it here. You can use our Broadband Fault Checker or call our Support Team.
