When the internet drops: five minutes that save you a repair visit
More than half of all outages are fixed with nobody coming round. This is the order we follow ourselves, written so you can do it yourself in five minutes.
Look at the router lights
The lights tell you where the problem comes from. If the fibre light is red or off, the connection is not getting into the house: that one is ours and you will not fix it from there.
- Fibre green and WiFi on: the connection arrives and the odd thing is inside the house.
- Fibre red, off or blinking: write to us and do not touch the optical socket.
Restart, patiently
Unplug the router, wait a full minute — the minute matters, it is how long it takes to release the connection — and plug it back in. Give it two or three minutes to come back.
Tell the internet apart from the WiFi
Connect a computer with a network cable. If it works wired but not over WiFi, the fibre is fine and what needs fixing is the home WiFi: we do that with you remotely.
WHAT HELPS US
Tell us which lights you saw, whether it worked with a cable, and since when it has been happening. That skips half the conversation and gets us there sooner.