Troubleshooting a broadband fault
Before raising a broadband fault to our support team, you should perform some basic troubleshooting to try and identify, and possibly fix, the issue.
After you have completed troubleshooting, email our support team with your broadband reference (order ref or CLI) and a description of your issue along with the troubleshooting you've already tried.
In this article:
- Check your setup
- Restart your equipment
- Reset your equipment
- Testing using the master socket
- Testing with alternative equipment
- FTTP diagnostics
Check your setup
SOGEA, FTTC, Gfast, ADSL
Check your router details
Check the username and password details in your router. Your broadband connection details are in Reports -> Service Reports -> Broadband -> Orders.
Connect to your NTE
The main NTE socket is usually located where the line enters the premise. Before connecting to the main socket, check if it has one, or two inputs on the front of it:
- If your main socket has just one port, connect the microfilter (a small white 'matchbox' sized adapter) included with your router, to this.
- If your main socket has two ports, this has a microfilter built into it already. The rectangular port is for a phone, the square port is for a DSL cable.
Connect your DSL cable
Connect your router to the microfilter or socket using an RJ11 cable. Plug in one end to the microfilter or socket, and the other end into the router's DSL socket.
Connect your power cable
Connect your router's plug to a mains socket and the power cable end into your router.
Wait for 5-10 minutes
Your router will take up to 10 minutes to complete its setup and connection.
FTTP
Check your router details
Check the username and password details in your router. Your broadband connection details are in Reports -> Service Reports -> Broadband -> Orders.
Connect an ethernet cable
Plug in an ethernet cable to your ONT's Port 1 (our support team will advise if you need to use a different port).
Connect the other end of your ethernet cable to the LAN 1 port of your router. Some routers will use a different LAN port for WAN connections, please refer to your manual for more information.
When your service is activated, the 'PON' light on your ONT will go solid green and the 'PORT 1' light will start flashing once it's talking to your router.
Connect your power cable
Connect your router's plug to a mains socket and the power cable end into your router.
Wait for 5-10 minutes
Your router will take up to 10 minutes to complete its setup and connection.
Restart your equipment
Switch off or unplug your router for one minute and power it back on again.
If you have an FTTP service, disconnect the power from your Openreach modem (ONT) for one minute and power it back on.
Restart your PC, or other devices, before powering on the router or ONT.
Reset your equipment
Warning: resetting your router to factory settings will erase all configuration.
Resetting the router to factory settings can sometimes clear an intermittent or temporary fault. Check your router's manual for instructions on how to factory reset the router.
Testing using the master socket
All NTE equipment comes with a master socket, or test socket, located behind the NTE faceplate. Find the master socket and connect your router using a microfilter and DSL cable.
NTE5 master socket
There is a master socket, or test socket, behind the NTE faceplate which is accessible by unscrewing the faceplate. The faceplate will slide off revealing the master socket on the right-hand side.
Master Socket 5C
There is a master socket, or test socket, behind the NTE faceplate which is accessible by pinching both sides of the faceplate and sliding it off. The master socket is located in the centre.
SSFP
This is similar to the NTE5 but includes a filtered faceplate. The master socket is accessible by unscrewing the faceplate and removing the additional filter located in the middle of the SSFP. Once the middle filter is removed, the master socket is revealed on the right-hand side.
Testing with alternative equipment
Faulty hardware can cause broadband issues so we recommend some of the equipment be swapped for known working equipment.
- Microfilter - The small white box that connects to the Network Termination Equipment (NTE). Some NTEs have an in-built Microfilter, which cannot be replaced
- DSL Cable - RJ11 cable that connects your router to the microfilter
- Router
FTTP diagnostics
Checking ONT lights
If you need help finding your ONT, look for a white box labelled 'Openreach' mounted to a wall within your property (usually on the ground floor). The ONT has multiple lights on it, here's what they mean:
- Power indicates the ONTs power from the mains:
- Green if it's powered up
- Flashing green if it's booting up
- Off if it has no power
- PON indicates the ONT has a connection to Openreach at your local exchange:
- Green if it's connected to the supplier
- Flashing green if it's making a connection
- Off if it can't detect the optical cable
- LOS shows when there is a fault on the external network outside of your premises:
- Red if there is an external fault detected
- Off if the line is working without an issue
- Port shows the connection between your ONT and the router:
- Green if the ONT is connected to your router
- Flashing green if the router is transmitting your data to the ONT
- Off if the ONT and router aren't connected
Your ONT should usually have a green Power, PON and Port light for this to be working normally.
If something isn't quite right with your setup it could mean that the Power, PON or Port lights are off, or that LOS is red.
Check your setup
Follow this step-by-step guide to make sure your FTTP setup is correct.
Reboot your ONT
Disconnect the power cable from your ONT for at least a minute. Reconnect the power cable again and your ONT should take around 30 seconds to come back online.
Reset your ONT
You can factory reset your ONT if a reboot doesn't look to have fixed anything. Get a pin, unfolded paper clip or a SIM card removal tool and press the reset button on the side of your ONT.
Hold this in place for about 10 - 15 seconds, until all lights on the front of your ONT go off. Release the button and wait around 30 seconds for your ONT to boot back up.