Issue with Fixed Broadband
If you are experiencing loss of service, slow speeds, or intermittent drops with your fixed broadband, please follow the steps below to resolve the issues:
- Start by disconnecting the DSL line (phone cable connected to your modem) from the Network Terminal Unit (NTU) socket in the wall. Then disconnect power to the modem. Plug the DSL line back into the wall, reconnect power to your modem and turn it on. Lights will come on one by one, with the internet light being the last to show.
- Green power light
- Green WLAN/DSL light
- Green Internet light
- If the power light is not green:
- Do you have another modem you can use to try and rule out any device issues?
- If no, have you tried plugging your modem into a different wall socket? Please be aware that there may be many phone extension sockets in your house but only one is the NTU (this is the main socket where the external phone line is coming into the house). Try plugging modem directly into the NTU rather than an extension socket.
- If no improvements are noticed when connected to the NTU, this may indicate a faulty modem. Please get in touch with our team using the ‘MESSAGE US’ function on this page to rule out any other issues and enquire about a new device.
- If the WLAN/DSL light is not green;
- Make sure the Wi-Fi is turned on by pressing the WLAN button on the side of the router.
- If the internet light is not green;
- Make sure both the power and WLAN lights are green. Once they are, this should enable internet connection and turn the internet light green.
- If all of lights are green but you are still having connection issues;
- Try connecting a different device to the Wi-Fi (ie. different phone, tablet or laptop)
- If Wi-Fi is still does not work, try connecting your device (laptop) directly to the modem using a LAN cable.
- If the broadband connection works by LAN cable and the issue only occurs over Wi-Fi, you may need to change the Wi-Fi channel, as there could be something interfering with the signal. Get in touch with our team using the ‘MESSAGE US’ function on this page for further support to complete this step.
