Knowledge Base Troubleshooting
No internet, first steps to try
If your internet has dropped out, these steps fix most problems. Work through them in order.
1. Restart your router
This is the single most effective fix.
- Switch the router off at the wall.
- Wait at least ten seconds.
- Switch it back on and wait up to five minutes for it to reconnect.
2. Check the lights
Look at the router and the ONT (the white box on the wall for fibre).
- A solid internet or WAN light usually means you are connected.
- A red light, or no light, on the ONT can mean a line fault.
- Flashing lights usually mean it is still trying to connect, give it a few minutes.
3. Check the cables
Make sure every cable is firmly plugged in, especially the fibre cable into the ONT and the cable between the ONT and the router.
4. Try a wired device
Plug a laptop directly into the router with a network cable. If that works but Wi-Fi does not, the issue is your Wi-Fi, see How to improve your home Wi-Fi.
5. Check for an outage
Sometimes the problem is on the network, not in your home.
Still down?
If none of the above brings you back online, contact our support team. Let us know which lights are showing on your router and ONT, it helps us diagnose the problem faster.