Man smiling as his broadband is working properly. You could fix broadband yourself.

Fix broadband problems

Troubleshooting broadband and wi-fi? Try our quick fixes to get broadband working again. Or report a broadband fault online for us to fix it, then Queue Jump if we need you to call.

Troubleshooting broadband and wi-fi? Try our quick fixes to get broadband working again. Or report a broadband fault online for us to fix it, then Queue Jump if we need you to call.

Try these quick fixes for broadband problems

There may be fault with the network affecting broadband in your area. Check service status to find out – and see when everything will be working again. If there is a major service outage you won’t need to report a fault. We’ll be fixing it already.

Check service status

  • Make sure the hub is plugged in to the mains and switched on at the wall.
  • Make sure the hub is plugged in to the phone socket securely.
  • Avoid using extension cables or any cables that didn’t come with the hub.
  • View this set-up FAQ to see how to connect cables in detail.
  • See if your broadband’s working again. If it is, you’ve fixed the broadband problem yourself.

Think your broadband’s running slower than normal? Check exactly how fast it is with a broadband speed test.

  • First run the speed test with your normal set-up.
  • Then try connecting a single device to the hub with an Ethernet cable, if you don’t already use one, and run the speed test again.
     

If using an Ethernet cable gives you the speed you were expecting, then there’s no fault with your connection. Your broadband is working properly – it’s your wi-fi where you’re losing speed. Find out how to improve your business wi-fi for a faster connection.

If you’ve connected with an Ethernet cable and your broadband is still not as fast as it should be, our tips for faster broadband could boost your speed in a few simple steps.

If you’re using wi-fi, where you place your hub can affect the connection. Look at our tips on positioning your hub to get the most from your wi-fi.

If you want to know how to improve your business wi-fi, we have practical steps that can give you a more powerful connection.

There’s an easy way to see how well your hub is working. Check your hub lights to pinpoint if there are any problems.

If you follow our connection tips and your broadband and wi-fi are working properly again, you’ve fixed the problem yourself.

  1. Switch your hub off using the Power switch on the back.
  2. Wait at least 10 seconds (waiting 30 seconds would be even better).
  3. Switch your hub on again.
     

Refreshing your connection this way often gets broadband working again. You can also check the hub lights to see how well your hub is working, and find detailed steps for different BT hubs on reset hubs FAQ.

If your hub’s back on and broadband’s working again, you’ve fixed broadband yourself.

What happens if it’s a broadband problem you can’t fix

What happens if it’s a broadband problem you can’t fix

Tried troubleshooting to fix broadband and wi-fi connection issues, slow broadband and more? If our simple steps didn’t fix the problem, then it’s time to log in and report a broadband fault online.

  • Run the same tests our experts use

    When you report a broadband fault online, you run the same tests that our advisors would talk you through if you called us. There’s no waiting in queues for you – just log in and start fixing broadband. You’ll get the same service online, and it could save you time too.

  • We could fix it while you report it

    Sometimes we can diagnose and fix a broadband problem at the same time. If we need to send an engineer to get broadband working again, we’ll offer you the earliest available appointment for the fastest possible fault fix. If that time doesn’t suit you, it’s easy to choose the engineer visit that’s right for you.

  • Jump the queues if we need you to call

    Report a broadband problem online and we’ll give you a Queue Jump repair hotline and PIN if we need you to call. You’ll get through to a repair expert to continue the progress you’ve made already. It’s the fastest way to speak to us – exclusively available when you report a broadband fault online.
Report a fault

  • Run the same tests our experts use

    When you report a broadband fault online, you run the same tests that our advisors would talk you through if you called us. There’s no waiting in queues for you – just log in and start fixing broadband. You’ll get the same service online, and it could save you time too.

  • We could fix it while you report it

    Sometimes we can diagnose and fix a broadband problem at the same time. If we need to send an engineer to get broadband working again, we’ll offer you the earliest available appointment for the fastest possible fault fix. If that time doesn’t suit you, it’s easy to choose the engineer visit that’s right for you.

  • Jump the queues if we need you to call

    Report a broadband problem online and we’ll give you a Queue Jump repair hotline and PIN if we need you to call. You’ll get through to a repair expert to continue the progress you’ve made already. It’s the fastest way to speak to us – exclusively available when you report a broadband fault online.

More support with faults and repairs

Fix phone line problems
Woman talking on the phone. Use troubleshooting to fix phone line problems.
Simple first aid you can try to get a phone line working again.
Fix phone line problems
Report a fault
A man working on his laptop. He could report a fault online if there's a problem with a BT Business service.
Found a problem you can’t fix yourself? We’re here to help.
Report a fault
Track a fault
Two women using their laptop to track a fault online
Reported a fault already? See how fast we’re fixing it for you.
Track a fault
Check service status
Two men using their laptop to check service status
Enter your number to see how well the network’s working for you.
Check service status