My internet is not working
If your Broadband is not working, it may be because of a few different reasons.
Before jumping on a call with us there are a few things you can do around the house to help resolve the issue.
Wi-Fi related issues:
To quickly diagnose and potentially resolve your broadband issue, we recommend using the network scanning feature in your Slingshot app. This tool can identify and fix common Wi-Fi related issues without the need to speak to a specialist. To access the app, search for Slingshot in your app store.
Troubleshooting no internet issues
Below are a list of steps that we recommend using to get your internet back online.
Check any outstanding balances
If your account is not up to date on payments, it may have become suspended.
Log on to your Slingshot app to check your current balance, any overdue balances, and make a payment to get back online.
Check for an outage in your area
Outages happen from time to time, and it may be that there is one in your area. Check the outages map to see if one is happening.
If so, your internet will be back online as soon as it is resolved.
Run the Wi-Fi scanner tool
The Slingshot app features a tool designed to provide more context around your home Wi-Fi setup.
Sometimes there may be a problem with the Wi-Fi preventing you from getting online, so we recommend double-checking!
Restart your modem
Restarting modems is a great way to resolve numerous issues. Sometimes these devices just need a simple restart after being on for so long.
Give this a go to see if it gets you back online!
Setting up your Orbi Modem
If you’ve been sent a Netgear Orbi modem and your internet is not connecting, it could be because you haven’t run the Netgear Orbi App on your phone.
The app can be downloaded via the Android or Apple stores and is required to get the Orbi up and running.
Check the cables are plugged in correctly
It may be that the cable between the modem and the ONT or Jackpoint has come loose.
Check to make sure they are all plugged in correctly.
Check the optical network terminal (ONT)
If you are a fibre broadband customer, you may have noticed a box inside your property that your modem is plugged into. This is the Optical Network Terminal, also known as an ONT.
If there is a red light on this, it could be a sign of some damage along the optical cable or to the box itself. Be sure to check the outages page first to confirm there is no outage in your area, then get in touch with us so we can help log a fault for you.
Isolation Testing
To rule out your equipment or the physical setup of your home network as being the reason behind your loss of service, it is crucial to complete the steps outlined below. This will ensure that we are taking all the necessary precautions to avoid any technician call out charges.
ADSL and VDSL Connections
The isolation test takes around 10-15 minutes and you will require access to your modem to successfully complete it.
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Unplug all phones, modems, filters or any other devices from all jackpoints in your home. Some monitored home alarms may be automatically triggered if they're unplugged, we recommend getting in touch with your alarm provider first, to let them know what's going on.
- Take your modem to a jackpoint in your home and plug it in. Test the modem directly plugged into your jackpoint without the use of a filter and turn it on. If the light labelled ‘DSL’ illuminates , then your modem has reconnected.
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Lastly, we recommend running through steps 2 and 3 with another modem, to rule out your existing modem as being faulty.
If you find that you have completed these checks and are unable to restore your services, we recommend contacting our team. Remember to let them know that you have already completed the isolation test.
Fibre Connections
The isolation test takes around 10-15 minutes and you will require access to your modem to successfully complete it.
- Confirm that your modem is correctly and securely connected to your Optical Network Terminal (ONT).
- Turn the power to your modem off and wait about 5 minutes before turning this back on. Test again to check if your loss of service has been resolved.
- Test another Ethernet cable from your ONT to your modem. This is to ensure that the Ethernet cable you are currently utilizing hasn't become faulty. The Ethernet cable goes from the WAN port of your modem to the GE1/LAN1 port of your ONT.
My Fibre has just been connected but there's been a problem
The technician has left but my internet is not working.
Hopefully the technician has explained what the problem is and what his plan is to remedy it. If not, or if you still have concerns, please contact us so that we can get it sorted for you.
The technician has left and there is still work to be done to restore my property to its original state.
Installation technicians may not be qualified (or have the necessary equipment required) to undertake some advanced restoration work. However, they should not be leaving your property without telling you what the re-instatement plan is and when it should be completed. If you have any concerns about this plan that the technician wasn’t able to resolve – or if you have a safety concern, please contact us immediately.
Next steps
If you find that you’ve performed all these steps, and you haven’t found a possible cause for your broadband issue, contact our team. We will complete some final checks with you before reporting a fault.