How do I get my internet connection working?

If you think your internet has stopped working, first things first, let's check!

• Try sending and receiving email.
• Open your internet browser such as IE or Firefox and try a website

If both of these fail with error messages similar to "unable to connect to server", or "page could not be displayed", then it seems likely your internet connection is indeed down.

If you have a broadband router, the simplest thing is to simply restart this first. Usually this means turning it off, waiting a moment and turning it back on again. If you can't locate a power switch, use the mains socket switch. How long should you wait before powering it back on? I'd give it at least five seconds.

When you restart your router, the lights will flash for a few minutes until they (hopefully) all turn solid green and everything should work again. If after about five minutes you still have flashing lights or your "ADSL line" light is red, flashing or just not working - the problem is probably with your line or broadband service.

In either instance, you will need to call your ISP - whoever sells you your broadband internet connection. If there is a known fault affecting your exchange or a wide area, this may be reported on the phone via the connection status option. However you'd probably be better speaking to someone and asking them to investigate. Don't forget to check if they will charge you for this.

If everything checks out and you're still not online - give us a call and we'll happily come and diagnose things further.