Initial Broadband Fault Checks
Before reporting a broadband fault, please complete the checks below to help identify whether the issue is caused by local equipment, internal wiring or an external network fault.
ADSL, FTTC, G.Fast, SoGEA & SoG.Fast Connections
Router & Equipment Checks
- Ensure the router connection mode is set to “Always On” and not “On Demand”.
- If you are using an ADSL service, replace the microfilter with a known working filter.
FTTC, SoGEA and SoG.Fast services do not require this step. - Replace the DSL/RJ11 cable between the router and the wall socket or faceplate.
- Connect the router directly to the Openreach master socket using the supplied cable only.
Do not use telephone extension leads or additional adapters where possible. - Disconnect any additional devices connected to the telephone line to rule out interference, including:
- Telephones
- Fax machines
- Sky boxes
- Alarm systems
- Credit card terminals
- Extension wiring
- If available, test using an alternative router or modem.
Quiet Line Test
Quiet Line Tests are only applicable where an active telephone service is present.
For SoGEA and SoG.Fast services, please skip this section unless a separate telephone service exists.
- Connect a corded telephone directly to the master socket and dial 17070.
- Select Option 2 – Quiet Line Test and listen for:
- Crackling
- Clicks
- Hissing
- Intermittent noise
- If noise is present, report this to your telephone line provider as a noisy line fault, as line noise can directly affect broadband stability and performance.
FTTP Connections
Equipment & Connection Checks
- Reboot the router by powering it off for at least 30 seconds before turning it back on.
Check the lights on the ONT (Optical Network Terminal).
A healthy connection should show:- Green Power light
- Green PON light
- Green LAN light
A red LOS light may indicate an external network fault.
- Reboot the ONT by disconnecting the power for 30 seconds before reconnecting it.
- Ensure all Ethernet and fibre cables are securely connected to the correct ports on both the router and ONT.
- Where possible, replace Ethernet cables to rule out cable faults.
- Test using a direct PPPoE connection between a laptop or PC and the ONT using the broadband username and password provided within the customer portal.
This helps determine whether the router may be at fault.
Before Contacting Support
If the issue remains after completing the above checks, please contact the support team and include:
- Details of the checks already completed
- Any router error messages or warning lights
- Whether the issue is intermittent or permanent
- The approximate time the issue started
Important Information
Resolving broadband faults may require an engineer visit.
Engineer visits where no fault is found within the supplier network, or where the issue is caused by customer-owned equipment, third-party routers, internal wiring or on-site equipment, may result in engineer charges being applied.
