Overview
If you’re unable to connect to the internet or your connection keeps dropping, follow these troubleshooting steps.
Many connection issues can be resolved without contacting support.
Check your equipment
Make sure:
- Your router is powered on
- All cables are securely connected
- Any network terminals are switched on
Restart your router
- Turn your router off.
- Wait at least 30 seconds.
- Turn the router back on.
- Allow several minutes for the connection to restore.
Test multiple devices
Check whether the issue affects:
- One device only
- Several devices
- Wired and Wi-Fi connections
This can help identify the source of the problem.
Check for outages
Sign in to My Account to check for planned maintenance or known service issues.
Review your router lights
Router status lights can indicate whether there is a connection problem.
Refer to your router guide for more information.
Frequently asked questions
Why does my connection keep dropping?
Interference, equipment issues or service interruptions can all affect connectivity.
My Wi-Fi is connected but I can't access the internet. What should I do?
Restart your router and check for any service alerts.
Why does only one device have connection issues?
The issue may be related to the device rather than your broadband service.