Broadband Troubleshooting: Dropping Connection

1. Why do I need to do this?

If we raise a fault to our supplier and an engineer finds that it's caused by something within your control (like your equipment or settings), you'll be charged for the callout. We'd rather that didn't happen and we're sure you feel the same way.

2. Check your equipment

Make sure your telephone line is working

You'll see problems with your broadband if the telephone line isn't working properly. Pick up a telephone handset and check for a dial tone:

• If the line sounds clear and you can hear a dial tone, go to Check your microfilters
• If the line is noisy or you can't hear a dial tone you should report the problem to your telephone provider - if that's us, go to the Telephone Troubleshooting Guide

Check your Microfilters

Broadband shares the line with your telephone service. Microfilters separate the signals and prevent one from interfering with the other. Anything connected to your line needs to pass through a microfilter. If you need help with this, our Fitting Microfilters Guide will show you how to set them up properly.

If you're happy that your microfilters are fitted correctly, go to Test from the master socket

Test from the master socket

Make sure your extensions and cabling are ok by testing your broadband in the master socket.

You'll find it at the point where the telephone line enters your property. Most look like this:

To test, unplug everything from your line (including TV equipment and all microfilters) and connect your router to the master socket through one microfilter.

• If this fixes the problem: Either your extension wiring or something connected to your line is causing the problem. Find out which by checking after plugging each piece of equipment back in. Try replacing your microfilter(s) if you can't find the culprit
• If the problem continues: Go to the next section - Try a different router/modem

Try a different router/modem

If possible, try a different router or modem on your line.

• If this fixes the problem: Your hardware is faulty and needs replacing, if you got it from us in the last 12 months, contact us for a replacement
• If the problem continues: This rules out your hardware as the cause of the problem, go to the next section - Other things to consider

Other things to consider

Keep an eye on the times when your connection drops. If you spot a pattern does it coincide with anything else that happens at the same time?

Has anything changed recently - either with your setup or in the local area? We've found that bad weather, Christmas lights and new telephone handsets can all cause problems.[Top]

3. Report a fault

If you've tried the suggestions on this page and your broadband is still dropping, report the fault to our Support Team, either by calling us, or online via the Broadband Fault Checker.

4. My broadband has stopped dropping but now it's slow?

Don't worry, it's normal to see a temporary drop in speed after a broadband fault is fixed. It can take up to three days before your speeds return to normal. See our About High-Speed Broadband for more on this.

If your speeds don't increase after 2-3 days, take a look at our Slow Speeds guide.

This page last updated 22nd February 2010