There are a number of checks that are sensible to try and carry out before even contacting support. Some of these will depend on whether you have a master socket, etc. However, in most cases if you call support we'll ask you to do most of these checks anyway.
Step 1 : Check Equipment
It may be obvious but please check the following
Power is on the Router
Router is connected to the phone line
Router has some lights on it
It is usually worth trying a simple power cycle of the router (Turn off, wait 30 seconds, turn on) to see if that clears any problems. This is not something that should need to be done often but it is always worth a try as a first fault finding step
Step 2 : Check the Phone Line
Connect a normal telephone to the line and confirm your get a dial tone
Dial 17070 from the phone - This reads back the phone number of the line you are on. Check this is the right number for your broadband line.
Press key 2 for option 2 which is a quiet test and listen for any crackles, pops or clicks on the line.
If you find a problem with the phone line in any way then you need to report it to your phone provider. This may be us or someone else. The phone line has to be fixed before any broadband faults can be addresses. Fixing issues with the phone line usually resolves most broadband faults.
Step 3 : Connect to the test socket to eliminate internet wiring.
You will know if your socket has a removable faceplate if it has a BT or Openreach logo, and a separate removable faceplate covering the bottom half (see examples for sockets with a removable face plates below). You can then remove the faceplate to isolate the internal wiring in the building as per the steps below:
Use a small screw driver to remove the faceplate - it may have wiring attached to it so be careful not to dislodge the wiring. If it is a newer NTE5C socket, then it should just unclip on the sides.
Behind the faceplate is another telephone socket. Connect your broadband splitter to that and the router to the splitter.
Leave connected here for an appropriate period of time to see if they problem goes away, e.g. 24 hours.
If it does, the problem is in your internal wiring and it will be your responsibility to get that fixed.
If you do not have a master socket like this (meaning your phone installation dates to before ~1986), try connecting the broadband splitter to the first socket where the line comes in to the building, and connect the router to the splitter.
Step 4 : Swap
If you have any spares of any of the relevant parts, try swapping them:
Splitter (aka Filter)
The lead from the splitter to the router
The modem, or else modem/router, and the power supply.
Do tests from the test socket behind the master socket faceplate if possible, or else from the nearest socket to the phone line entry to the building.
If you don't have spares you will need to call us anyway, but it is worth checking cables are all plugged in firmly and trying turning equipment off and back on again. If there is equipment supplied as part of the service and you are not using it, then you should test with the supplied equipment.
Step 5 : Calling Us
Once you call support we may ask you various questions and ask you to carry out tests. These should simply be things like plugging in or unplugging equipment, changing leads around, turning things off and on again, etc. They are not normally anything complicated or technical.
Depending on the circumstances we will report the fault in to BT to resolve an issue with the line. We have staff that are well practiced in dealing with BT and chasing faults.
If BT do not diagnose a problem initially, before getting a BT engineer sent out, we may need to send you a test router to eliminate all wiring and equipment at your end as the cause of the problem. This is provided with simple instructions on how to plug it in, and is pre-programmed and tested before being shipped to you. If this confirms the problem is within the BT network we will arrange a BT engineer. Please note, if a BT engineer is sent and the fault is found to be with your device or your own wiring BT can charge your for the call out.