Internet isn’t working
Go through the causes in order before you report a fault. We can’t send a fault report until you’ve tested with a cable directly in the fibre box.
Common causes
Check
Do your neighbours have problems too, or does service status show an outage when you search for your postcode?
What to do
Wait until the outage in the city network is fixed.
Check
Have you only restarted the router? The fibre box also needs to be without power for a while.
What to do
Unplug the power to the fibre box for at least 3 minutes and start it again. Then restart the router.
Check
Have you recently moved or changed router?
What to do
Connect the fibre box’s LAN port to the router’s WAN port. Check that you’re using the right fibre outlet. It’s often in the fuse box or behind a metal hatch in the hallway.
Connect your router to the fibre boxCheck
Does the router get no IP address? Check if the router’s WAN is set to a fixed IP address.
What to do
Set the router to DHCP (get an address automatically). The broadband hands out the address itself.
Connect your router to the fibre boxCheck
Can you get online when a computer is connected by cable directly to the fibre box?
What to do
Then the fault is in the router or the wifi, not in the broadband.
Test your connection directly at the fibre boxCheck
Does it still not work with a computer directly in the fibre box, after the fibre box has been without power?
What to do
Then the fault is probably in the network. Report a fault through us.
Report a broadband faultGood to know
- Connect only the router to the fibre box, not several devices directly.
ip.inleed.seshows your public IP address. Include it if you report a fault.
Related guides
Need more help?
Email [email protected] or call 08-519 70 666.