Broadband can slow down, stop working or keep cutting out.
Before you contact your provider, do a few simple checks. First, work out whether the problem is with your broadband, Wi-Fi or one device.
What Is the Problem?
Start by checking other devices.
If the internet is poor on every device, the problem may be with your broadband or router.
However, if only one phone, laptop or TV has a problem, check that device first.
If the problem happens only in certain rooms, your Wi-Fi may be the cause.
Check for an Outage
Next, check whether your broadband provider has a fault in your area.
Many providers have a service checker on their website or app. You may need to enter your postcode or account details.
If there is a known fault, the provider may already be working on it.
Check the Router
Look at the lights on your router.
If a warning light is showing, check your provider’s guide to see what it means. The lights and colours differ between routers.
Also check that the cables are firmly connected and the router has power.
Restart the Router
A restart can fix some short-term problems.
Turn the router off, wait about 30 seconds, then turn it back on. After that, give it time to reconnect.
Do not press the factory reset button unless you know you need to. A factory reset can remove settings.
Try a Cable
If possible, connect a computer to your router with an Ethernet cable.
Then check the internet again.
If the wired connection works well but Wi-Fi is poor, the broadband coming into your home may be fine. Instead, the problem is likely to be your Wi-Fi.
Is Your Broadband Slow?
If your broadband works but feels slow, run a speed test.
For a clearer result, use an Ethernet cable where possible. Also, stop large downloads and other heavy internet use while you test.
Then compare the result with the speed your provider said you should receive.
Read: Broadband Speeds Explained →
Slow at Busy Times?
Your connection may feel slower when lots of people are online.
First, check what is happening in your own home. For example, someone may be streaming video while another person downloads a large game.
If the problem keeps happening even when your home is quiet, contact your provider.
Keeps Cutting Out?
A broadband connection that regularly drops out needs more attention.
Check the cables and restart the router first. Then note when the problem happens and how often.
This information can help your provider find the fault.
Contact Your Provider
If the simple checks do not fix the problem, contact your broadband provider.
Explain:
- what is going wrong
- when it started
- whether every device is affected
- whether Ethernet works
- what speed tests show
- what you have already tried
Your provider can then test the connection and look for faults.
Check Your Minimum Speed
Some broadband providers give customers a minimum guaranteed speed when they sign up.
If your speed keeps falling below this level, tell your provider.
Providers covered by Ofcom’s Broadband Speeds Code should try to fix the problem. If a network problem cannot be fixed within 30 days, you may be able to leave without paying an early exit charge.
No Service?
If your broadband stops working completely, report the fault to your provider.
Depending on your provider and the type of fault, you may also be due money back if the service is not repaired quickly enough.
Some major providers are part of Ofcom’s Automatic Compensation Scheme.
Where it applies, compensation can cover problems such as:
- delayed repairs
- missed engineer visits
- delays starting a new service
The payment should be made automatically, so you should not normally need to claim it.
Need Broadband Now?
If you rely on broadband for work or other important tasks, ask your provider what help it can offer while the fault is fixed.
You may also be able to use your phone’s mobile data as a temporary hotspot.
However, check your mobile data allowance first because computers and other devices can use a lot of data.
Still Not Fixed?
If your provider does not solve the problem, make a formal complaint.
Keep a record of:
- when the problem started
- fault numbers
- calls and messages
- engineer visits
- speed test results
If the complaint remains unresolved, you may later be able to take it to an independent dispute service.
Check in This Order
First, check whether every device has the problem.
Then:
- Check for an outage.
- Check the router and cables.
- Restart the router.
- Try Ethernet if possible.
- Run a speed test.
- Contact your provider.
- Keep a record if the problem continues.
This helps you find the cause before spending money on a new router or faster broadband.
Key Points
- Check whether the problem affects every device.
- Poor Wi-Fi does not always mean poor broadband.
- Check for an outage before changing anything.
- Use Ethernet to help test the connection.
- Contact your provider if the problem continues.
Find the problem first. Then fix the right thing.
Important Information
Energility provides general information to help you understand energy, household and business costs, services and ways to save money. It is not financial, legal, tax, technical or professional advice.
Prices, tariffs, grants, government schemes, regulations and other information can change. Costs, savings and calculator results are estimates and your actual results may be different.
Before making an important financial decision, signing a contract or carrying out significant work, check the latest information and consider getting advice from a suitably qualified professional where needed.
Energility may receive a commission or other benefit from some links or services. Where this applies, we aim to make it clear. This does not increase the price you pay unless stated otherwise.
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