My internet isn't working... What can I do?

Please follow these steps to get your internet up and running

If you are having problems with the internet, there are two potential causes:

 

  1. The supplier is having problems. e.g. someone has dug up the fibre cables that deliver internet to the house. 
  2. The router or Wi-fi equipment in the house has gone on strike. If this is the problem, we can help with this!

 

There are a number of steps you can take that may get you up and running immediately:

Step 1- The old "turn it off and on again" routine


Unplug your internet router and also your Wi-Fi router (if you have them).
Try unplugging them, waiting for 30 seconds (which feels like an age, so please count...), and then plugging it back in. It can take up to half an hour (yes really!) for it to reboot and stabilise, so it might be worth putting the kettle on.

 

Step 2- Check if it is a problem with the provider



This requires contacting the provider. To get the fastest resolution they will require someone to be in the house next to the router so you can carry out some tests/reset the router while they talk to you. Because of this the best thing is for you, or one of your housemates, to call them.

 

The team here will provide you with the contact details of support along with all the details you will need to get through their security questions. 

 

Once you are through to one of their technicians they will either be able to resolve the issue over the phone or will need to book an engineer to come out to your house. If this is the case please select a date/time that is most convenient for you and your housemates and notify us. We can then ensure that the engineer gains access to the house.

 

If you are still having issues after calling support then please let us know, we will be happy to help in whichever way we can.