If you’re:
- Having issues connecting to broadband for the first time
- Having issues with your existing broadband service
Follow our simple troubleshooting steps below, or report a fault online.
By reporting a fault online, you’ll follow the same steps our repair experts would talk you through if you called us.
Issues connecting to broadband for the first time?
If you’re experiencing issues connecting to your new broadband service, it’s worth checking:
- If your broadband’s been switched on yet
The service should be activated by midnight on the date we sent you in your welcome emails and letters. You can also find your activation date by tracking your order online. - If your network login and username are correct
These are in the first two emails we sent to you.
Issues with your existing broadband service?
Follow the steps below to determine your issue, and get it fixed quickly.
1. Restart everything
Restart your computer (or device), and your hub or router. It’s a simple but often effective fix. Check out our guide on restarting your hub if you’re not sure how.
2. Check for a fault
Check if there’s a major fault in your area. Try connecting to the internet using a different device like a smartphone, and head to our service status page.
3. Check your setup
No faults reported? It’s time to check your setup.
First, make sure your hub is in range. If your hub is out of range, your Wi-Fi might be weak. Then check your hub setup – view the relevant guide for your hub model:
Help with your Smart Hub 3
Help with your Smart Hub 2
Help with your Smart Hub
Help with your Hub 5
If you have Fibre to the Premises (FTTP)
Check the setup of your FTTP hub, and your Optical Network Terminator (ONT) too:
Help with your Smart Hub 3 (FTTP)
Help with your Smart Hub 2 (FTTP)
Help with your Optical Network Terminator (ONT)
You can also check what the different lights on your hub mean if you’re not sure.
4. Check there hasn't been a problem with your bill
If a bill hasn't been paid, we'll initially suspend the broadband connection. If you have a My Account, you can check this online.
5. Check your firewall
Got security software on your computer or device? They can sometimes malfunction, so try disabling them temporarily to see if this makes any difference. You'll usually find instructions on how to do this on the manufacturer's website. Microsoft Windows and Apple's OSX (MacOS) come with firewalls, so you might need to disable these temporarily as well.
6. Try using an IP address
For any website to load, it needs to translate the name of the website into the IP address used on the internet to identify where the website is. You can test if this has gone wrong by typing in 193.113.9.162 in the address bar of your web browser and tapping enter.
If you can access the BT homepage after you’ve done this, this means there’s a problem with your DNS.
View the relevant guide on specifying your DNS servers to fix this:
DNS help for your Smart Hub 3
DNS help for your Smart Hub 2
DNS help for your Smart Hub
7. Check your broadband wiring
Your connection problems could be caused by issues with your broadband wiring. Find how to check this by watching our handy video guide.
Note: this only applies if you have a broadband hub, not Fibre to the Premises (FTTP).
8. Report a broadband fault
If none of the above steps work, report a fault online – you’ll follow the same steps our repair experts would talk you through if you called us.