Internet not working? We're here to help.
ADSL2+ / VDSL Troubleshooting:
- Disconnect your router from the power. You can do this by unplugging the power cable, or switching it off at the wall. Leave it off for 10 seconds or so.
- While the router is unplugged, check that the DSL cable is connected from the router to the filter. If you've got naked broadband and don't use a filter, check it's cabled into the wall.
- Plug the router back into the power and wait a couple of minutes for it to turn on. Most routers take a couple of minutes to turn on. On NOW supplied routers (and most on others too) the DSL light will flash as the router is trying to connect. When it does connect, it will stay lit.
- If your router's DSL light doesn't stop flashing, it means it's getting no internet signal. This would point to the cable, the router, or the line into your home. If you've got more than one jackpoint in your home, try connecting the router to it.
- If your router has a lit DSL and Internet light, but you still cannot use the internet, it could be a WiFi problem. Check the router has a WiFi light. If there is none, check you haven't turned WiFi off on the router itself.
- No joy? Call our tech team! They are there to help. They can be called on 0800 GET NOW (0800 438 669) or emailed at firstname.lastname@example.org
- Please locate the ONT (Optical Network Terminal) in your home. This is the magical fibre box installed in your home when Fibre was installed. Your router will be connected to this. Check the lights on the Fibre box, as they'll give you clues as to what's happening.
- If there are no lights, check the power hasn't been turned off, or that that the power cable hasn't come apart. Try plugging the power cable into another power outlet, or another multi-board. If the lights still don't come on, the power supply might need replacing. We can sort this for you.
- If there are lights, it means your Fibre box is getting power. Check for the Optical light which is the second light from the left.
- If the Optical light is red, it means there's an issue with the Fibre service itself. You can't do much more at this point, so get in touch and we'll take it from there.
- If the Optical light is green, it means there's no issue with the Fibre coming into your home.
- If the Optical light and the LAN1 light are on, check there is a cable from the Fibre boxto your router. If there is, check that cable is plugged into the WAN / Internet port on your router, and that the router is turned on.
- Still not working? Call our technical team on 0800 GET NOW (0800 438 669) or send us an email at email@example.com . We have the tools we need to check your connection and get a solution for you.