Fibre:
Locate the ONT inside your home (the little white box that is on the wall inside your home. Your router is connected to this. Check the lights on the ONT, as they'll give you clues as to what's happening.
- If there are no lights, check the power hasn't been turned off, or that that the power cable hasn't come apart. Try plugging the power cable into another power outlet, or another multi-board. If the lights still don't come on, the power supply might need replacing. We can sort this for you.
- If there are lights, it means your Fibre box is getting power. Check for the Optical light which is the second light from the left.
- If the Optical light is red, it means there's an issue with the Fibre service itself. You can't do much more at this point, so get in touch and we'll take it from there.
- If the Optical light is green, it means there's no issue with the Fibre coming into your home.
- If the Optical light and the LAN1 light are on, check there is a cable from the Fibre box to your router. If there is, check that cable is plugged into the WAN / Internet port on your router, and that the router is turned on.
ADSL2+ / VDSL :
Sometimes a router reboot is all that's needed. Unplug your router from power, or turn it off at the wall for 30 seconds this can help to reset the system and can sometimes solve connectivity issues. After 30 seconds, plug it back in and wait for the lights to stabilise. Most routers take a couple of minutes to stabilise. On NOW supplied routers (and most on others too) the DSL light will flash as the router is trying to connect. Once it's connected, it will stay lit.
- If your router's DSL light doesn't stop flashing, it means it's not getting an internet signal. This would point to the cable, the router, or the line into your home. If you've got more than one jackpoint in your home, try connecting the router to it.
- If your router has a lit DSL and Internet light, but you still cannot use the internet, it could be a Wi-Fi problem. Check the router has a Wi-Fi light. If there is none, check you haven't turned Wi-Fi off on the router itself.
If you've tried the above steps and can't get online, give our technical team a call on 0800 438 669, option 2. Our helpdesk is open 8am to 9pm during the week and 8.30am to 5pm on the weekend. It's best to do this while you're at home, so our team can troubleshoot with you.