Help and Support

Summary: How to troubleshoot a no sync connection problem.

Want to report an issue with your broadband? Report a problen with your service if you can get online elsewhere, or give us a call.

Before you do, we recommend following the troubleshooting advice on this page. You might be able to fix the problem yourself.

  1. How to troubleshoot the problem
  2. I've fixed the problem but now my broadband's slow?

1. How to troubleshoot the problem

If both the Broadband and Internet lights are OFF or FLASHING this means that your router can't connect to the telephone exchange. This can be caused by a broadband fault or a problem with your wiring, filters or sockets.

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 is noisy or you can't hear a dial tone: Report the problem to your telephone provider (if that's us, go to the Telephone troubleshooting guide)
  • If the line sounds clear and I can hear a dial tone: Check that your Microfilters are fitted correctly

Check that your Microfilters are fitted correctly

  • 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, connect your broadband to the master socket.

Connect your broadband to the master socket

You should find the master socket close to the point where the telephone line enters your property. If don't know what it should look like, please see our BT master socket guide.

Unplug everything from your line (including set-top boxes, other telephones and all microfilters) and connect your router to the master socket through one microfilter.

  • I can connect: 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
  • I can't connect: Try a different router

Try a different router

If possible, try a different router on your line

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2. I've fixed the problem but now my broadband's slow?

Don't worry, it's normal to see a temporary drop in speed after a broadband problem is fixed. It can take up to three days for your speed return to normal.

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

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Having problems with your broadband connection?

Report a problem with your service. It's faster by text.

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