What should I check first for broadband down?

Start by validating the scope of the issue: check whether it affects one device, one room or the whole connection, then compare Wi‑Fi and Ethernet where possible.

Can Wi‑Fi cause broadband down?

Yes. Weak Wi‑Fi, interference, router placement and device limitations can cause many broadband symptoms even when the line itself is working.

When should I contact my provider?

Contact your provider if the problem affects Ethernet as well as Wi‑Fi, router or ONT lights show a service fault, or repeated tests prove the issue is outside your home network.

Broadband Down? Validate Router, Wi‑Fi, ONT and Provider Faults

No internet connection guide

Broadband Down?

This guide helps you validate whether your broadband is completely down, whether Wi‑Fi is only disconnected locally, and when to contact your provider.

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Broadband down troubleshooting illustration with router, cable and outage warning

Issue

Symptoms of Broadband Down

Use these signs to confirm that this is the closest matching issue before changing settings, replacing equipment or contacting your provider.

No websites, apps, smart TVs or consoles can reach the internet.
Several devices fail at the same time.
Router broadband, fibre or internet lights are red, orange, flashing or off.
Full fibre ONT lights show LOS, PON or service changes.
The connection does not recover after a short wait.

Likely causes

Most Common Causes

The same symptom can have several different causes. Start with the causes below, then use the validation steps to prove which one is most likely.

Provider or area outage

A network issue outside your home can take all devices offline at once.

Router or hub fault

The hub may be powered but failing to authenticate or route traffic.

Full fibre ONT issue

On FTTP, the ONT may show loss of signal or service problems.

Cable or power problem

Loose power, Ethernet, fibre or phone cables can take the service offline.

Account or activation issue

New installs, migrations or billing/account problems can block service.

Validate

Steps to Narrow Down the Root Cause of the Issue

Work through these checks in order. Change one thing at a time so the result tells you something useful.

1
Confirm whether all devices are offline or only one device.
2
Check router and ONT lights and write down what they show.
3
Check power and cable seating without bending fibre cables.
4
Restart the router once and wait several minutes for service to return.
5
Test Ethernet to rule out Wi‑Fi-only problems.
6
Check your provider status page or mobile app for an outage.

Fix

Problem Resolution

Apply the fix that matches the cause you validated. If the issue is proven outside your home network, gather evidence before contacting your provider.

Fix obvious power and cable faults

Reseat power and Ethernet leads carefully. Do not bend or unplug fibre unnecessarily unless your provider instructs you.

Separate Wi‑Fi from broadband

If Ethernet works, broadband is not fully down; troubleshoot Wi‑Fi instead.

Use mobile data for provider checks

Check account status, area status and support messages from your provider.

Report complete loss of service

Contact your provider if all devices are offline and router/ONT lights still show a fault after restart.

Next guides

Related broadband troubleshooting guides

If this page does not exactly match the issue, use one of these related guides from the broadband issue hub.