Phone and broadband problems
What to do if you’re having trouble with your landline or internet connection
Checks you can do yourself
Depending on the type of connection you have, you’ll either have a small network termination point or a fibre network termination point. Use the pictures below to work out which one you have, then follow the instructions.
If you have Full Fibre broadband you'll probably have an Optical Network Terminator (ONT) box in your property. This may look like those shown below , or something similar. The box is around 13cm x 11cm x 2.5cm in size. All of the connectors will be plugged into the bottom of the box and there are lights at the top to show that the power is on and it's working. If you have one of these try these checks.
If that doesn't work
The fastest way to solve this kind of problem is to contact the company you get your phone or broadband from. If you’re not sure who that is, check your bills (it’s possible you might get them from different companies, so make sure you contact the right one). They can run some tests to work out what the problem is.
If you're moving house
If you're leaving a home where Ultrafast Full Fibre broadband is already installed please only take the service provider's router that plugs into the Openreach Optical Network Terminator (ONT) box that's fixed to the wall with you. ONT are home fixtures/fittings, each one has a serial number that's linked specifically to the property where it’s installed. It won’t work anywhere else.
Why can’t you contact Openreach directly?
You can, but we’re a wholesaler and we were set up to work for communications providers – the companies that you buy your home or business phones or broadband from. Contacting them is the fastest way to fix a whole range of problems. And if they think the issue is with our network, they’ll contact us and arrange for us to fix it.
- Help and support
New-build phone or broadband problems
Having trouble with broadband or phone in your new-build home? Here are some things you can try.