Show/Hide Toolbars

Help & Advice

If you can't connect to the internet and are receiving messages such as "This page can't be displayed", "You aren't connected to a network" or "Can't connect to Broadband" - then here are a few things you can check to try and fix the problem:-

1. Are other devices working okay?

The first thing to check is whether other devices (if you have any) such as desktops, laptops or tablets can connect to the internet or not?

 

This will answer whether the problem is with one particular computer, or with your broadband connection

 

If other devices in your home have a working internet connection then continue to Step 2

 

If none of your devices will connect to the internet then proceed to Step 3

 

2. Check Windows Connection Status

If other devices in your home have a working internet connection then the fault must be with one particular device rather than with your broadband connection

 

On the computer that has no internet connection look for the network connection icon in the bottom right corner near the clock (as shown below) - the top one is for a wireless connection i.e. laptop/tablet and the second one is for a wired connection i.e. desktop computer

 

If the icon is showing as below then it is indicating that you are connected okay, if you still cannot browse then something else on your computer is blocking your access

 

If the problem has only started recently then try following the System Restore instructions in the previous section or contact me and I can arrange a visit to diagnose further

 

networkicons1_troubleshooting

 

If the icon is showing with a yellow exclamation mark then it means that the computer has a connection to the router but cannot get internet access - this could be caused by many different things ranging from incorrect settings, viruses or hardware faults

 

If the problem has only started recently then try following the System Restore instructions in the previous section or contact me and I can arrange a visit to diagnose further

 

networkicons2_troubleshooting

 

If the icon is showing with a red cross then this means that your network adapter is disabled - this is often a common cause of internet problems on laptop devices as they often have a switch on the front or side to turn on/off wireless and this can often get caught accidentally when holding/carrying the laptop - double check that the switch is turned on

 

networkicons3_troubleshooting

 

If the icon is showing with an orange circle as below then this means that you are not connected to wireless but connections are available

 

networkicons4_troubleshooting

 

3. Check lights on broadband router

The next step is to locate your broadband router and look at the lights, as this will indicate whether it is connected okay or if there is a problem

 

The lights will vary depending on which router you have but in most cases they should look similar to the examples shown below:-

 

router_troubleshooting

The following table explains what lights you should be checking for on the most common routers - similar logic should be followed for any router not shown:-

 

Netgear

Power - indicates the unit is powered on

Internet - shows that the router is connected to broadband

Wireless - indicates wireless functionality is enabled and working

 

If the Internet light is not lit or flashing then it indicates a problem with connecting to your broadband provider

BT Home Hub v2

Power - indicates the unit is powered on

Broadband - will be lit if a broadband connection is available

Wireless - lit to indicate wireless functionality is enabled

 

If the Broadband light is not lit or flashing red then it indicates a problem with connecting to your broadband provider

 

BT Home Hub v3

 

Power - indicates the unit is powered on

Broadband - will be lit if a broadband connection is available

Wireless - lit to indicate wireless functionality is enabled

 

If the Broadband light is not lit or flashing red then it indicates a problem with connecting to your broadband provider

BT Home Hub v4/5

Power / Broadband - a blue light shows across bottom if router powered on and connected to the internet

 

If this light is orange or red and you also see a flashing red/orange icon below then it indicates a problem with connecting to your broadband provider

TalkTalk

Power - indicates the unit is powered on

ADSL - will be lit if a broadband (ADSL) connection is available

Fibre - will be lit if a broadband (Fibre Optic) connection is available

Internet - will be lit if connection to the internet is working okay

WLAN - lit to indicate wireless functionality is enabled

 

If the ADSL (or Fibre) lights are not lit or flashing and the Internet light is not lit or flashing then it indicates a problem with connecting to your broadband provider

Sky

Power - indicates the unit is powered on

Internet - will be lit white if a broadband connection is available

Wireless - lit to indicate wireless functionality is enabled

 

If the Internet light is not lit or flashing amber then it indicates a problem with connecting to your broadband provider

 

 

If the Power light is not lit on your router then check all power switches, power leads, wall sockets and extension leads in use to make sure they are working okay - if other items work fine from same wall socket but you still get no lights at all on your router then it is likely it has malfunctioned and you will need to contact your internet provider for a free replacement - see below for contact details for most providers

 

If the Broadband / Internet light is not lit or flashing amber/red then it indicates that the router is either not detecting a broadband (ADSL) connection or that it is failing to connect to the internet provider - check all cables and connections as per next step

 

4. Check Cables/Connections

Double check that your router is plugged in correctly:-

 

Power Lead - this cable should lead from the back of your router and be plugged into a working wall socket

 

Phone Cable - this cable should lead from the back of your router and be plugged into the ADSL (or Modem) socket on an ADSL filter (as shown below) which is then plugged into your telephone socket

 

router_troubleshooting2

Ethernet Cable (optional) - if you have a desktop computer located near your router then this cable would lead from the back of your router to the back of your computer

 

5. ADSL Filters

Every phone socket in the house which is in use needs to have an ADSL filter (as shown below) plugged in to it and any phones/fax machines then plugged into the socket marked phone on the filter

 

router_troubleshooting3

 

If you have any spare filters then you can try changing the one used by the router to a new one to see if it will then connect

 

You can also try unplugging everything from all other sockets except the main one where your router plugs in just in case a faulty telephone (or other device) is causing the problem

 

6. Restart Router

Often restarting or powering off the router for a short time will solve the problem and allow it to reconnect:-

 

If your router has a Restart button (like seen on the BT Home Hub) then press and hold this button until all the lights flash

 

For other routers without a Restart button either switch off using the power button or unplug from the wall socket - leave for at least 30 minutes and then plug in / switch on

 

Wait a short while for all the lights to settle down and see if the Broadband / Internet light now comes on and stays on rather than flashing - if so you should now have internet access

 

Contact Internet Provider

If after doing all the above checks you still have no internet access and your router Broadband / Internet light is still not lit or is flashing then this indicates a fault with your internet provider or phone line

 

You will need to contact your internet provider to make sure there are no known faults in your area - phone numbers for most providers below

 

If your provider reports no problems and none of the above steps help then give me a call and I'll arrange a visit to diagnose further

 

BT

0800 111 4567

O2

0800 230 0202

Sky Broadband

08442 410 515

TalkTalk / Tiscali / AOL

0870 444 1820

Virgin

0845 454 1111

Orange (Wanadoo/Freeserve)

Starter packages: 0844 871 0079
All others: 0844 873 8586

Pipex/Homecall/Toucan

0871 222 5550

Clara.net

0845 234 0712

Demon Internet

0800 027 9190

Global Internet

0870 909 8100

Madasafish

0844 395 0830

Post Office

0845 600 3210

Supanet

0800 915 8186

Tesco

0845 650 8000

The Utility Warehouse

0871 222 7777

UK Online

0845 333 3322

Waitrose

0800 188 884

Plusnet

0800 432 0200