Broadband Problem

I have no connectivity

If you currently cannot receive broadband on the connection you have with us please try the following tests:

Power the router off for a minimum of 90seconds and then power it back on
Check all relevant cables are plugged in properly
If available, try replacing your microfilter (small white box between the router and the phone socket)

If you currently cannot browse on the connection you have with us please try the following tests:

Power the router down for a minimum of 15minutes
If you are on a Windows 7 or Vista computer, click on the start menu, type ' cmd ' into the search bar on your start menu, right click on ' cmd ' and press ' Run as Administrator ' to open the Command Prompt window
If you are on a Windows XP, click on the start menu and click on the program ' Run... ' on the right of the menu. In the window this opens type ' cmd ' and press enter
In the black Command Prompt window, type in ' ipconfig /flushdns ' and press enter

If you currently are affected by slow speeds, there are limited things you can do yourself to test but please do the following:

If available, try replacing your microfilter (small white box between the router and the phone socket)
Unplug all devices and just use one and see if speeds are better, if so, the problem most likely lies within your own local area network
Do full Anti-Virus scanning on the computers on your network
Browse to www.speedtester.bt.com and go through all the tests it asks and advise our customer services team that you have done this

If your problems persist please contact our Customer Service team Mon-Fri 9am - 5:30pm on 0845 450 9393