Checks for fibre network termination points

Make sure you have power

Check you haven’t accidentally unplugged or switched off your equipment (for example a phone handset or router). If there’s been a power cut, your equipment may still work if it has a back-up power supply – so you’ll be able to make an emergency call for a short period of time. But any other equipment might not work.

Check the lights on your Openreach equipment

If the “passive optical network” (PON) light is solid green and the “loss of service” (LOS) light is off, then it’s working properly. This means you’ll need to contact the company you buy your broadband from as there may be a problem with their network.

Make sure your landline is working properly

Check your landline phone or handset isn’t faulty – unplug then reconnect any phones you have, then check each one has a dial tone. Check any equipment that’s connected to your phone line is working too – things like routers, TVs, set-top boxes, modems, faxes, alarms and auto diallers (for care systems).

Restart your equipment

Turn your broadband equipment off and then on again. Make sure you give it enough time to power up before you try to connect to it again. If you’re using wi-fi, try a couple of devices to make sure it’s a problem with the connection and not the device itself. Check all the cables are connected properly and haven’t come loose.

Connect another router

If you've got another broadband router, try connecting that. If it works, then it's an issue with your router, not the connection.

Still need help?

If those checks haven’t fixed things, you’ll need to contact the company you buy your broadband from. It’s better to call on a mobile if you can (or have it handy when you ring), in case they need to run tests on your phone line.
 

If you're moving home

If you're leaving a property where Ultrafast Full Fibre broadband is already installed please make sure that the Openreach Optical Network Terminator box is not removed as it's a home fixture/fitting. Only the CP router that plugs into the ONT should be taken when you move. Each ONT serial number is recorded specifically to the property where it’s installed and it won’t work if it’s plugged in at a different property.