Internet not working
Guide reference: HG-0098
Quote this reference if you contact us about this guide.
Approx. 3 min read
First steps when you have no internet. C
Don't worry when internet stops. On a Physical line, fixing internet often restores your phone too.
Quick answer
Check the router is at the main phone socket or connected to the fibre box, reboot safely with the power button drain method, wait for a green broadband light, then test with a cable if possible.
More detail
Internet and phone share the box on many Physical line setups.
Digital telephone line: router must plug into the main phone socket, not an extension. Extension sockets are not supported for broadband. Single-port sockets need the adapter filter; dual-port sockets must not use the filter.
Fibre: router WAN port connects to Port1 or LAN1 on the fibre connection box (ONT). The ONT must be powered on.
Service can go live until 6pm on your start date. A red broadband light before 6pm on that day is normal.
First steps for no internet
Check the router is plugged into the main phone socket or fibre box, not an extension socket.
Confirm power light is on. Press the power button on the back if needed.
Check internet cable is firmly in the DSL port on the router and the main socket or filter.
For fibre, check the network cable from WAN on the router to Port1 or LAN1 on the fibre box.
Reboot: unplug power, press power button once, wait 30 seconds, plug back in, wait at least three minutes.
Watch for steady green on the broadband light, often shown as a globe.
Test with a cable plugged into the router if you can. Check phone dial tone after internet returns.
If still no service after 6pm on your start date, report a fault online.
Common mistakes
- Router on an extension socket instead of the main phone socket. Broadband is not supported on extension sockets.
- Using the adapter filter on a dual-port main socket.
- Pressing the recessed reset button instead of power cycling.
- Reporting before 6pm on your start date when lights are still settling.
Things to know
- See How to reboot your router for detailed reboot.
- See What router lights mean to read colours.
- See Wi-Fi not working if only wireless devices fail.
Frequently asked questions
Phone works, no internet?
Unusual on shared line. Still reboot and check lights.
Area outage?
Wait for network repair. Report if alone without service long.
New install?
Wait until go-live. See Phone says disconnected
Still not working?
If internet does not return after a reboot, report a fault online and note whether the phone is affected too.